Job Description
Other Ministries - Full-time
Position Summary:
Provide level-one support for line of business applications, Web and Mobile Apps in use by all of ODB or functional areas. Administer daily operations and support for all business applications. Participate on team projects including implementing and maintaining new software solutions and performing daily operations needed to maintain existing line of business applications. This role will also assist with the processing of some help desk tickets.
Primary Duties and Responsibilities
- Purpose: Provide level-one support for line of business applications in use by all of ODB or functional areas.
- Administer daily operations and support for all business applications including Salesforce and Salesforce Marketing Cloud system and associated applications
- This role will also assist with the processing of some help desk tickets
- Provide timely and high-quality level-one support for line of Business systems
- Escalate support requests to Product Owners, Systems Architects or Support Engineers as necessary, track issue through to completion
- Attain working knowledge of business applications including modules, database structure and points of integration with other applications
- Build and maintain ownership of knowledge base for commonly encountered issues
- Assist with help desk ticket
- Work on projects with operational leaders to drive process improvement
- Write reports for workflows to meet information requirements of business users
- Under the direction of the Head of SAFe PMO, develop, implement, and enforce workflows to streamline application support
- Routinely review technical documentation of applications to ensure accuracy
- Coordinates and leads the team of support engineers and their activities around the Globe
- Leads the Incident response Guild
- Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities
Study or Knowledge and Experience:
- Bachelor’s or Associate’s degree in technical discipline preferred.
- At least 3 years of experience working as Application Support Specialist resolving issues for line of business applications and related solution
- At least 2 years of experience in Customer Service or technical support role are a plus
- Some knowledge of SQL or programming code is desirable.
- Experience maintaining daily operations for SF and related processes and jobs, Web and Mobile App
- Experience troubleshooting and resolving business software issues
- Strong written and oral communication and interpersonal skills
- Strong customer service/support environment skills and understanding of ticketing systems, Service Level Agreements, and responsiveness to customer
- Working knowledge of applications being implemented
- Works well with others in an integrated team environment
- Intercultural competence
- A sense of personal ownership of the processes, and the drive to keep customers satisfied with the level of support they receive
- Able to read, understand and follow technical procedures and documentation.
- Ability to meet deadlines and manage multiple tasks or assignments.
- Ability to work effectively with minimal supervision and work well with others to solve problems
- Working knowledge of applications being implemented
- Strive to live a life consistent with biblical principles and demonstrate continued growth and spiritual development.
Internal Communication Requirements:
- Frequently communicates with business owners and management throughout the organization globally.
- Works as liaison between various business groups and support groups globally
- Provide complex and professional communication in verbal and written form.
External Communication Requirements:
- Communicate with vendors and consultants. These may be complex and technical.
Leadership Responsibilities:
- Leadership: Leads Intake Manager
- Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
Miscellaneous Factors:
- Flexible hours required to accomplish key efforts.
Our Daily Bread Ministries is a nondenominational nonprofit with staff and volunteers across the globe and resources distributed in 150 countries and in more than 50 languages. As a global ministry faithful to biblical principles, our commitment to diversity is reflected in our ministry’s mission, vision, values, and ethos.
Our Daily Bread strives to embody a Biblically based commitment to Diversity and Inclusion
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