Role Description The Cloud Administrator is a key operational role focused on day‑to‑day cloud platform administration and service operations. The position is similar in nature to a traditional service desk role, but without direct phone support, and with a strong emphasis on technical execution, case handling, documentation, and operational accuracy. This role acts as an important interface between Cloud Operations, Engineering, Sales Operations, and Support teams, ensuring that cloud services are delivered, maintained, and administered correctly according to defined processes and service descriptions. Case & Request Management - Handle cloud‑related cases and requests through ticketing systems (no inbound phone support). - Perform technical fixes and standard operational tasks within defined procedures and access levels. - Route and escalate cases to appropriate engineering or specialist teams when required. - Track, update, and follow up on cases to ensure timely resolution and clear communication. Cloud Administration & Operations - Perform routine cloud administration tasks across customer and internal environments. - Support environment configuration changes, access updates, and operational maintenance activities. - Execute approved operational tasks aligned with cloud service descriptions and OLAs. - Validate requests for completeness and compliance with internal standards. - Create, update, and maintain operational documentation, runbooks, and internal knowledge articles. - Document recurring issues, fixes, and process improvements. - Produce operational reports related to cases, service requests, and cloud activities. - Maintain accurate records for audit, compliance, and internal reporting purposes. Commercial & Order Support - Work with sales order forms, service requests, and operational handovers from Sales or Delivery teams. - Validate that orders and requests are correctly documented and actionable. - Ensure operational readiness before execution of customer‑related cloud activities. Qualifications - Previous experience in IT operations, or service desk–type roles. - Hands‑on experience working with ServiceNow (or similar ITSM tools) for case, request, and incident management. - Ability to perform standard technical fixes and administrative tasks by following documented procedures and runbooks. - Strong process discipline and attention to detail. - Good knowledge of Microsoft Excel, including working with reports, structured data, and basic analysis. - Experience producing operational and service reports. - Comfortable working with documentation, order forms, and structured operational data. - Proven experience creating and maintaining operational and technical documentation. - Clear and professional written communication skills (English required). - Ability to collaborate effectively with technical and non‑technical stakeholders. Requirements - Basic scripting skills (e.g. PowerShell, Bash, or similar) for simple automation or data handling. - Experience working in 1st‑line technical support, particularly in structured, ticket‑driven environments. - Familiarity with IT service management practices (ITIL‑aligned environments). Benefits - A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact. - Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work. - Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry. - A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme. - A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. Company Description Meet Unit4 . With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations. With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work. At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique. We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated. We are reimagining how work makes people feel.

• Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals. • Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports. • Create and manage CallMiner searches, categories, alerts, and reporting structures. • Monitor scorecard performance and recommend adjustments to improve accuracy and usability. • Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps. • Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations. • Assist with testing and validating new scorecards, reports, and system updates. • Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices. • Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance. • Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.

• Proposed personnel possess the knowledge and capability to manage software licenses, contract renewals, and vendor compliance, ensuring legal and regulatory adherence. • Personnel must be proficient in license tracking, contract interpretation, and cost optimization strategies for software and hardware procurements. • Strong organizational and communication skills are required.

Role Description The Sales Support Administrator role will be to sell deficiencies and contract renewals. You will be directly responsible for coordinating with the Sales Team, Corporate Executives, and Management, PLUS various departments to submit and gain approval of proposals and contract renewals in a timely manner. The Sales Support Administrator will work as part of a team, utilizing a high touch approach comprised of regularly scheduled follow-ups to gain these approvals within extremely tight deadlines. As the Sales Support Administrator, you will report directly to the Senior Director. - Live Our Values! - Understand Total Fire Protection’s strategy, business, and growth initiatives. - Ensure timely recurring service and client retention by securing approvals for annual fire safety testing and inspection service contracts renewal. - Securing approvals on subsequent repair quotes stemming from renewal testing and inspections to ensure client fire safety compliance. - Execute the TFP follow up playbook and maintain detailed and up-to-date records of customer interactions and transactions in the CRM tool. - Diligently monitor email and phone communications to ensure timely responses. - Address customer inquiries and resolve issues with prompt and effective decision making. - Provide product and service information to customers. - Coordinate with internal departments to fulfill customer requests. - Investigate and resolve customer inquiries, ensuring customer satisfaction. - Develop and maintain strong, positive relationships with customers. - Assist the sales team by providing relevant customer information and insights. - Ability to review and interpret reports and documents to gain thorough understanding of job/project, enabling clear and effective communication with the customer. - Actively contribute to Account Management, Compliance Management, and Contract Management, as necessary on assigned accounts, as determined by TFP. - Provide feedback and suggestions to improve customer service processes and practices. - General office administration. - Other responsibilities and tasks, as assigned. Qualifications - Minimum Two+ (2+) years professional experience in contract renewal sales administration and processing. - Meticulous attention to detail with excellent oral and written communication skills. - Highly competitive and results-oriented for personal and team production. - Robust research and analytical skills. - Discretion to maintain confidential information. - Excellent customer service skills. - Capacity to multi-task and work in a fast-paced, virtual, and dynamic environment to meet or exceed tight deadlines. - Capability to function independently in a team environment. - Proficiency in Microsoft Office including Outlook, Word, and Excel. NetSuite is an added plus but not required. - Career-oriented with outstanding organizational and interpersonal skills. - Experience in the fire protection industry is a plus. Company Description Total Fire Protection is expanding rapidly, presenting an exciting and challenging opportunity to bring your fresh ideas, polished expertise, and collaborative attitude to support our growth.