Specialist, Digital Platform Technology Support (Nationwide-Remote)

Technology Chicago, Illinois

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Description

Work. Serve. Thrive.   

Imagine a place where your talent can make a meaningful difference in peoples' lives. Working at Feeding America is a uniquely rewarding experience in which our employees work together as vital parts of a much larger mission. We are innovative, mission-focused, diverse, collaborative, values-driven and focused on results.   

Feeding America is the nation’s largest charity and the leading domestic hunger-relief charity in the United States. Our mission is to feed America's hungry through a nationwide network of member food banks and engage our country in the fight to end hunger.

Learn more about Feeding America here.

This position is fully remote with minimal annual travel, but this person will be required to attend any on-site meetings or trainings as designated by their manager. Employees also have access to a 30-day “work anywhere” program during the course of each calendar year that can be combined with PTO and/or holidays.   

The Opportunity  

The Specialist will support applications within the Digital Platform Technology team that serve neighbors, agencies, and food banks, throughout the Feeding America network. Support Digital Platform Technology Team by providing customer service, generating reports and responding to business requests. 


Compensation

Here at Feeding America national organization, equity is central to our mission and is an integral part of our compensation policies and structures. Historically, systemic racism and sexism in all aspects of our society, including compensation practices, has led to pay inequities that negatively impact people of color, women, and especially women of color. These practices include basing salary offers on previous compensation and negotiating salary offers. As such, we maintain transparent salary ranges and clearly defined practices for how our team, including new hire salary offers, moves through these ranges. You can expect us to offer the best salary up front based on these clearly defined pay practices with little room for negotiation. The salary range listed below represents the starting to mid-point salaries for positions and comparable roles at this level at our organization and candidates should expect to be offered a salary near the starting point of the range that is listed on the job posting. We make exceptions for highly experienced (multiple years of at-level experience) new hires in accordance with our pay practices. Once hired, employees have the opportunity to progress through salary ranges via regular merit increases and step promotions. 

Salary Range: $66,000-71,000 Based on Experience

Responsibilities:

  • 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.


Required Technical Competencies and Experience    
  • 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.

    Foundational Requirements:
       

    • Mission Focused – Demonstrates a commitment to Feeding America’s mission through work and action. Is committed to people keep people facing hunger at the center of our work and strives to translate this commitment into action on a daily basis. Willing to advocate for people facing hunger and serve as an ambassador for Feeding America inside and outside of work.
    • Embraces Equity, Diversity and Inclusion – Demonstrates a personal commitment to valuing different background and life experiences through word and action. Takes personal actions to build an inclusive culture that ensures everyone can fully contribute based on their unique talents, skills and perspectives and feels welcomed and valued. Commits to driving equitable solutions to address root cause issues by incorporating an equity framework in their daily work.  Committed to continuous personal EDI development.

    Required Leadership Competencies:
       

    • Communicates Effectively: Conveys clear and effective messages using verbal and written communication within individual, small group, and formal presentation settings. Communicates project/operating priorities and updates to key stakeholder audiences that may include staff, network food bank members, donors, and other groups. Responds positively to requests to share information while maintaining confidentiality of sensitive content. Adjusts message and content based on feedback provided. 
    • Collaborates Internally and Externally: Forms and sustains effective working relationships that accelerate goal achievement by reaching out to and engaging people from other functions or from outside the organization. Coordinates projects and plans with others within and outside of own area to ensure the work goes smoothly. Pursues networking opportunities and encourages others to form new relationships that benefit all parties. Handles conflict directly and adeptly, respecting all points of view, and resolves issues to create a united path forward.
    • Leverages Functional Expertise: Uses advanced functional knowledge to shape decisions and plans. Takes initiative to stay current and apply knowledge of own field, including to improve processes, practices, and policies. Regularly offers to share functional expertise with others to help them succeed.
    Feeding America recognizes and values diversity.  Our goal is to attract, develop, retain, and promote a talented diverse workforce where all employees feel a sense of belonging and contribute to a culture that values differences, ideas, and experiences. We intentionally seek out diverse perspectives and skills on our teams, knowing that it makes us stronger as an organization and better equipped to serve our neighbors in need. We encourage individuals from historically under-represented communities and individuals with lived experience of hunger to apply.   

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