System Support Specialist

Mission

To drive the continued development and improvement of our systems and processes by delivering top-notch support to our employees through feedback outreach and analysis, curated and targeted training, process development, and helpdesk support to enhance operational productivity and promote a culture of continuous learning and innovation.

Job Description

The Systems Support Specialist is a key player within our Systems Development department. The Systems Support Specialist will have a strong emphasis on technology literacy, process integrity, and feedback analysis and will work closely with our Systems Analyst to implement impactful improvements to our company procedures. This team will collaborate directly with our employees to develop and implement process improvements and close the loop by creating lasting training and feedback programs to ensure the continued support of our teams. The Systems Support Specialist will drive these training and feedback programs, working closely with leadership to capture opportunities for continued process improvement, process adoption, and employee development.

The Systems Support Specialist will also maintain a deep understanding and familiarity with our process-focused SaaS platforms and collaborate closely with our Systems Analyst on the maintenance, management, and development of such platforms by providing direct helpdesk support and change management.

This role will be highly collaborative, both inside the Systems Development team and outside to all departments across the company. Effective communication, empathy, time management, and a thirst for constant learning and adapting are essential for success. As a part of a dynamic environment, this role will likely take on a wide variety of tasks as both the person and the role develop.

Key Responsibilities

• Drive and develop our feedback outreach programs to capture process improvement, training, and support opportunities from our process stakeholders.
• Serve as the first point of contact for internal software and process support inquiries, gathering detailed information and troubleshooting basic issues. For complex problems, ensure seamless escalation by providing thorough documentation and context to the appropriate team member.
• Drive and develop a centralized repository for standard operating procedures and other employee knowledge resources, including spearheading the implementation of a Learning Management System (LMS) with curated training materials and programs for all employees, working closely with Talent and Systems Development teams.
• Collaborate with and support process owners and stakeholders on the creation and maintenance of standard operating procedures, ensuring the documentation is current, accurate, and comprehensive.
• Create supplemental training content and documentation for system-based processes by creating content such as flowcharts, written walk-throughs, video tutorials, and presentations.
• Drive and develop continuous training programs for our process stakeholders with a focus on technology literacy and tool/system expertise. This may include tips-and-tricks outreach, role-based platform deep-dives, and process training.
• Collaborate with Talent, Systems Development, and process owners to develop and spearhead continuous training programs for all employees. This includes creating training for new tools and processes, as well as offering refresher training for existing tools, tailored to the needs of the end-users.

Other Responsibilities

• Track and manage our feedback cycle, including curating and maintaining feedback stories and communicating updates and outcomes with process stakeholders.
• Master the use of third-party tools such as Procore, Microsoft Office, Teams, and SharePoint, GoFormz, Kojo, Tenna, Zoho, Monday.com, Lucidchart, and more to provide effective support for these applications.
• Drive minor process improvement changes by digging into requests and feedback from employees and working closely with the Systems Development team on change management. This will include creating/modifying configurations within some of our platforms and creating workflows.
• Contribute to a change log and keep technical documentation up to date with changes made to our systems.
• Support and assist process owners in the initial implementation training for new process changes.
• Offer additional support tasks as needed.

Qualifications

• Demonstrated interest and capacity to learn and master various third-party tools, with a commitment to continually expanding technological literacy and tool management skills. This individual should be self-motivated and eager to fully understand and optimize the utility and configuration of each tool within the organization’s framework.
• Proven experience developing and delivering both technical and process-oriented training programs. Previous experience within the training sector, or a similar industry, would be beneficial.
• Strong knowledge of procedure documentation practices, with experience in maintaining and updating documentation in response to changes in tools or processes.
• Experience providing hands-on support, such as in customer support roles, with an emphasis on root cause analysis. Previous experience in technology or training support would be beneficial. This includes proficiency in troubleshooting, escalating, and resolving various technology related issues.
• Excellent verbal and written communication skills, with the ability to effectively collaborate with team members, stakeholders, and end-users.
• Intermediate knowledge of computer software concepts and a working knowledge of Microsoft products.
• Ability to prioritize workload and balance multiple projects/initiatives and respond quickly to important issues.
• Ability to operate effectively in a team environment, contributing positively to team operations and working relationships.

Pay Range: $55,000 – $80,000. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered.

*A-C Electric Company is an Equal Opportunity Employer; women, veterans, and minorities are encouraged to apply.