What are the responsibilities and job description for the Specialist, Digital Platform Technology Support (Nationwide-Remote) position at Feeding America?
Work. Serve. Thrive.
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, and this person will be required to attend any on-site meetings or trainings as designated by their manager or department leadership. 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
Compensation
Here at Feeding America national organization, equality is central to our mission and is an integral part of our compensation policies and structures. 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. 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. This is a non-exempt position and is eligible for overtime.
Benefits: A comprehensive list of benefits available to full-time employees can be found here.
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.
- 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.
Salary : $66,000 - $71,000
