Specialist, Digital Platform Technology Support - Remote

Overview

The Specialist will support applications within the Digital Platform Technology team that serve neighbors, agencies, and food banks, throughout the Feeding America network. This position is fully remote with minimal annual travel, and this person will be required to attend any on-site meetings or trainings as designated by their manager or department leadership.

In Short

• Provide Tier 1 ticket resolution for users across the applications developed and supported by the Digital Platform Technology team.
• Use established processes and tools to accurately triage bugs and user issues in a timely manner.
• Provide timely and exceptional customer service by communicating issue status and resolution to users.
• Generate weekly, monthly and ad-hoc reports using SQL, PowerBI, and Excel for internal and external stakeholders.
• Attend regular standup calls to collaborate with Agile development teams and communicate resolutions for issues that require further development.
• Attend monthly user calls, onboarding sessions and food bank check-ins as needed to learn platform and become familiar with user issues.
• Provide data exchange functions and services for historical data imports.
• Host regular “Office Hours” calls for platform users.

Requirements

• Minimum of 3 years of work experience in an Information Technology or technical customer service environment.
• Advanced problem-solving skills; ability to work on complex problems requiring strong analytical and conceptual insights.
• Attention to detail, excellent time management skills and the ability to excel while managing shifting priorities.
• Intermediate in Microsoft Office Suite (Excel, PowerPoint).
• Excellent written and oral communication skills; ability to distill complex business analysis and specifications and communicate complex ideas clearly.
• Ability to excel in an ambiguous environment and lead change within the organization.
• Collaborative team player, capable of working well with others but also autonomously with little direction and a demonstrated ability to work cross-functionally.
• Comfortable presenting to groups.

Benefits

• A comprehensive list of benefits available to full-time employees can be found here.