Security Operations Specialist I

City Utilities of Springfield • Springfield, MO

8d

About The Position

The Security Operations Specialist I works under the direction of the Supervisor-Physical Security or designee in City Utilities’ Physical Security Program Security Operations Center. The role follows a detect, assess, and communicate approach to safeguarding critical infrastructure while providing customer service to employees, contractors, visitors, customers, and the public. The specialist monitors reports, personnel information, emerging technology, and electronic security systems to identify and escalate incidents, and directs, dispatches, and operates technology resources in response to service calls and emergencies.

The position is based primarily in an office environment and involves rotating 10-hour overnight shifts. The employee must also be able to work evenings, weekends, and holidays and may need to cover additional shifts or fill in to support team operations.

Requirements

• High school graduation or equivalent.
• Two years of recent experience in a high-volume communication center, customer service support center, or related frontline public safety or military service.
• NIMS/ICS IS-100, IS-200, IS-700, and IS-800 certifications, or ability to obtain them within six months of employment.
• Obtain International Foundation for Protection Officers (IFPO) Initial Security Officer (ISOP) certification within six months of appointment.
• Excellent telephone and interpersonal communication skills.
• Ability to demonstrate a customer-focused orientation and project a positive image of the utility.
• Ability to maintain composure and sound judgment during high-risk, low-frequency incidents and sustained high call or alarm volumes.
• Ability to maintain professional control of calls, radio traffic, and incident processing and follow protocols to gather, verify, and relay information accurately.
• Ability to effectively use digital tools and platforms, including Microsoft Office Suite, enterprise software, artificial intelligence-enhanced applications, and self-service systems.
• Willingness and capacity to learn and adapt to emerging technologies, including mobile devices, cloud-based systems, and data-driven platforms relevant to utility operations.
• Ability to adhere to company policies and demonstrate decision-making, problem-solving, and critical-thinking skills.
• Ability to work successfully with diverse groups of people and remain alert and responsive to changing circumstances.
• Ability to work shifts that include evenings, weekends, and holidays, and flexibility to cover additional shifts or fill in as needed.
• Ability to communicate spoken information and receive detailed information orally; use wrists, hands, and/or fingers substantially and maintain close visual acuity to operate a computer.
• Ability to bend and stoop as required and occasionally lift 25 pounds.

Nice To Haves

• Prior experience in a Public Safety Answering Point or Security Operations Center.

Responsibilities

• Provide customer service to City Utilities’ employees, contractors, visitors, customers, and the public.
• Serve as the primary point of contact for reports of physical security, life-safety, and other all-hazard incidents, notifications, and related alarms.
• Detect, assess, analyze, document, and communicate incidents and suspicious or unusual operational conditions using the physical security information management system; identify potential cascading effects and escalate incidents or issue mass notifications as needed.
• Receive, identify, document, and report incidents involving damaged property or equipment malfunctions to appropriate personnel.
• Coordinate responses to security events and alarms with the guard force, Corporate Security Officers, City Utilities personnel, and outside responders as required.
• Operate radio communications equipment and networks to relay information, coordinate responses, and maintain contact with field personnel and the contracted guard force.
• Process access requests, issue identification badges, and maintain accurate physical access control system records.
• Perform other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED