Operations Systems Specialist

At Off Duty Management, we support law enforcement agencies nationwide with innovative off-duty program management. As we continue to grow, we are looking for a detail-oriented, systems-minded Operations Systems Specialist to help maintain, support, and improve the platforms that power our day-to-day operations.

This role is ideal for someone who enjoys solving problems, improving workflows, supporting users, and helping teams get the most out of technology. You will play a key role in keeping critical systems running effectively while contributing to process improvements that enhance service quality, efficiency, and operational consistency.

What You'll Do

System Support & Administration

• Support the day-to-day administration and maintenance of operational systems, including CRM, call center, ticketing, workflow, and knowledge management platforms

• Assist with user setup, access changes, permissions, queue updates, and system configurations

• Troubleshoot system issues, service interruptions, workflow defects, and support requests

Problem Solving & Optimization

• Investigate issues, identify root causes, and help implement practical solutions

• Monitor system performance and recommend improvements to workflows, reporting, usability, and user experience

• Support system updates, enhancements, automations, integrations, and operational change efforts

• Escalate unresolved issues to vendors or internal partners and track them through resolution

Data, Reporting & Quality

• Help maintain data quality by identifying inconsistencies, duplicate records, incomplete information, and process gaps

• Generate and review reports, dashboards, and audits to support visibility and decision-making

• Assist with testing and validation of system changes before deployment

Documentation & Training

• Document workflows, system configurations, support procedures, recurring issues, and knowledge resources

• Support training and reinforcement for end users on systems, tools, and operational standards

• Communicate system outages, maintenance windows, known issues, and updates to impacted stakeholders

Collaboration

• Work closely with operations teams, leadership, internal support teams, and vendors

• Support cross-functional initiatives involving systems, workflow improvements, and operational process changes

• Partner with stakeholders to ensure systems are aligned with business needs and functioning effectively, * Work in a role where your ideas directly improve operations

• Gain exposure to systems, data, reporting, and process improvement

• Join a collaborative environment with strong growth potential

Additional Details

• Full-time onsite role based in Katy, TX

• May require occasional after-hours support for urgent issues, maintenance, or system changes

• Occasional travel may be required based on business needs

Immigration-related benefits, for example visa sponsorship, are not available for this position.

Required

• 2+ years of experience in operations support, customer service, systems support, or a related role

• Strong problem-solving and troubleshooting skills

• Ability to manage multiple priorities in a fast-paced environment

• Strong written and verbal communication skills, including the ability to explain technical concepts clearly

• High attention to detail, organization, and follow-through

• Ability to work independently while collaborating effectively across teams

Preferred

• Experience supporting CRM, call center, helpdesk, workflow, or other business systems

• Experience supporting SaaS platforms or operational software tools

• Experience with reporting, dashboards, audits, or data quality review

• Associate's or bachelor's degree preferred