Senior Specialist, Application Support

Title: Sr. Specialist, Application Support

Department/Unit: Information Technology/Technology and Organizational Performance

FLSA Status: Full-time, Exempt

Location: This position is located onsite at the APTA headquarters in Alexandria, VA

About APTA

Do you want to contribute to an organization dedicated to improving societal health? Would you like to collaborate with colleagues who are passionate about making a difference? Are you excited to work in a new state-of-the-art building designed to encourage movement, participation, and employee health?

Then you want to work for APTA!

APTA is the trusted leader for the physical therapy profession, representing more than 100,000 physical therapists, physical therapist assistants, and physical therapy students. Our approximately 150 employees support the association’s mission to build a community that advances the profession of physical therapy to improve the health of society. Learn more from our Association Profile.

Located in Alexandria, Virginia, APTA has outstanding employee benefits, including flexible work schedules, generous retirement contributions, and travel subsidies for employees who choose public and active transportation.

Summary

The Sr. Application Support Specialist will work under IT and the Residency and Fellowship Education Dept. but report to IT director.  The candidate will provide expert support for the Association’s suite of applications with a focus on Accreditation, Membership, Learning Management, Online Community systems. The candidate will provide technical support to various teams within APTA to include user set up, training and administration, data requests, reporting, application testing and upgrades, assisting with system integrations, and developing user and system documentation. This role will monitor system performance, ensuring availability as well as troubleshooting and resolving issues.

Essential Functions

• Acts as a systems resource for all system users. Implements and conducts support and maintenance methodologies.
• Performs analysis of system data required for reports or data file extracts. This analysis involves comprehending how data is utilized, stored, and accessed within the application. An elevated level of confidentiality is expected in handling this data.
• Assists in the planning, setup, installation, testing, training, deployment in production and development environments.
• Documents, configures, and manages software and application implementation and updates.
• Provides end user customer support and communication on application statuses, functional issues, and data corrections.
• Coordinates with other Information Technology staff both internally and externally as required to efficiently support users.
• Develops/maintains systems configurations and executes administration and operational duties on systems while maintaining data/information as required.
• Interact with software vendors to provide best solutions to business problems.
• Provide regular and tailored training to teams within the association and develop instructional materials and user manuals. Preparing maintenance plans and upgrading schedules for the organization’s systems.
• Creates custom application to optimize ease of use.

Staff Expectations

• Upholds and fosters team values
• Complies with all APTA policies and procedures
• Performs other duties as assigned to foster achievement of association priorities

Qualifications

• Bachelor's degree in computer science, Information Technology, or Information Systems.
• 5 years' experience in a combination of Information Technology, Technical Support, or Application Administration.
• Experience with Microsoft Office 365 administration
• Experience creating workflows and automations
• Experience with Microsoft SharePoint administration
• Experience building queries and dashboards
• Experience with Microsoft Dynamics
• Experience with Microsoft SQL
• Exceptional verbal and written communication skills
• Extraordinary customer service and relationship management
• Experience in interviewing business users, collecting, and interpreting requirements, and explaining the solution details to the business audience.
• Critical thinking skills

Desired Knowledge Areas

• Experience with ticketing systems, demonstrating efficient ticket resolution and effective customer service for those submitting tickets. Strong time and task management skills are essential. Prior use of Freshdesk, membership database systems, iMIS, Protech Dynamics CRM, Cobalt Dynamics CRM.
• Experience with Learning Management System (LMS).  Elevate LMS.
• Experience with Armature Accreditation Management Software and Education Management Solutions, Competency AI, Armature.

Travel Requirements

None

How To Apply

Please send a resume and cover letter, including salary requirements, when applying.

Principals only; no agencies; no phone calls, please. Candidates selected to participate in an interview will be contacted by Human Resources.

The American Physical Therapy Association is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

APTA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please visit e-verify.uscis.gov.

APTA is committed to a diverse and inclusive workforce and invites and welcomes applicants with diversity of experience, mindset, and skills to add value to APTA and our staff community.