Advisor, Application Support & Operations Analyst (P3)

Save the Children

For over 100 years, Save the Children has been fighting for the rights of children. The right to a healthy start in life. To have access to education. To be in a safe environment, protected from harm. We work in some of the world's hardest-to-reach places - over 100 countries, including the U.S. No matter what your role is, when you join Save the Children, you're creating positive, irreversible change for children, and the future we all share.

The Role

As the Advisor, Application Support & Operations Analyst, you'll be integral to our work in helping vulnerable children achieve a brighter future. You will be part of a dynamic team responsible for supporting Save the Children's portfolio of technology applications and managing system operations.

You will have a deep understanding of operational processes, a proven history of customer service, and the ability to communicate and collaborate effectively at all levels within the organization and with vendors. You will be a leader within the team for monitoring systems, running system operations, and supporting customers for enterprise applications.

Location

Hybrid - Washington DC, Fairfield, CT or Lexington, KY office locations

What You'll Be Doing (Essential Duties)

Customer Application Support

• Become the subject matter expert on all applications supported and advance expertise of the business use of systems to triage reported issues and requests
• Troubleshoot complex issues for root cause identification, and preparation of a root cause report to be shared with business stakeholders and senior leadership.
• Recreate and validate reported cases guiding less-senior team members where advanced expertise is needed.
• Monitor all communications with software vendors with a primary ownership of identifying root-cause of reported issues and resolutions required when vendor cause is identified.
• Lead the working relationship when partnering with IT colleagues and vendors to deliver systematic and process-based solutions.
• Collaborate with customers on SharePoint page modifications that are necessary to accomplish their business outcomes
• Responsible for documenting solutions and changes to resolve system issues and ensuring Application Support team members are informed and trained on any modifications,
• Responsible for overseeing and regularly updating service tickets and keeping customers updated on open cases until resolution.

Manage and maintain Application Security

• Lead the development and management of security groups within all enterprise applications.
• Own the relationship with system owners and other subject matter experts to ensure security profiles align with business functions.
• Guide internal support staff in managing all password management and security access groups.
• Oversee and participate in a cyclical review of Security IDs/Security Groups.

Application/System Monitoring

• Manage communications to key stakeholders and leadership when alerts arise.
• Responsible for the overall process of system monitoring along with the scripts and parameters of monitoring software.

Operations

• Manage the setup and monitoring of system operational jobs that run 24/7. Review logs to ensure jobs run to completion and/or troubleshoot and reschedule when jobs fail. Guide the responses when such failures occur.
• Ensure Application Support colleagues are cross trained in operational processes as needed for business continuity and reduction of single points of failure.
• Collaborate with and mentor all staff in the following areas:
  
  
  
  • Perform operational configuration changes within applications.
  • Run/Produce/Deliver system outputs (i.e. Reports, files, etc.) to customers and vendors.
  • Maintenance and reviews of files/data and processes for accuracy.
  • Management and maintenance of operation schedules, logs, and files on system applications.
  • Regular maintenance of system and operational documentation to support application operations.
  
  
  
  

Project Participation & Support

• Lead all critical system upgrades and testing critical processes.
• Manage change control processes to ensure new functionality and jobs moved to production are supported.
• Key point of responsibility for all systems enhancements and upgrades with guidance from department management.

Required qualifications for the role

• Minimum of a bachelor's degree or equivalent experience, plus at least 5 years of relevant experience
• Demonstrated experience in system support
• Must be able to participate in an on-call rotation schedule for system down issues and occasional after-hours responsibilities
• Advanced analytical and organizational skills, ability to multitask, organize workloads and assignments, as well as disciplined time management skills
• Advanced technical skills with knowledge of SQL
• Advanced written, verbal, and customer service skills
• Advanced problem-solving skills with demonstrated ability to work independently and adjust to changing priorities quickly
• Be comfortable presenting/training to both technical and non-technical colleagues
• Professional proficiency in MS Office suite and hands-on experience and knowledge of various reporting and query tools
• Professional proficiency in spoken and written English
• Must demonstrate a significant level of patience providing support in a cross-cultural environment

Preferred qualifications for the role

• Experience in Save the Children's Enterprise Application stack; Atlassian experience, CRM, Agresso/Business World ERP, or other enterprise applications.

Compensation

Save the Children is offering the following salary ranges for this position, dependent on candidate location:

• Geo 1 - NY Metro, DC, and other locations with labor costs significantly above national average: Target Salary for this position is $91,800 - $102,600 base salary

• Geo 2 - Locations around the US National Labor Cost Average: Target Salary for this position is $83,725 - $93,575 base salary
• Geo 3 - Locations significantly below the US National Labor Cost Average: Target Salary for this position is $74,800 - $83,600 base salary

The salary ranges listed above are for US based candidates. For candidates located outside of the US, salary ranges will be based on the salary scales of the local employer of record. Actual base salary may vary based on, but not limited to, relevant experience, base salary of internal peers, business sector, and geographic location (more information on job structure is available here).

About Us

We are looking to build an inclusive team at Save the Children. We offer a range of outstanding benefits to support this goal:

• Flexible schedules and time off: Flexible schedules, generous PTO, 11 paid holidays plus 2 floating holidays, and hybrid working opportunities
• Health: Competitive health care, dental and vision coverage for you and your family
• Family: A variety of paid leaves: caregiver, parental/adoption, critical child illness and fertility benefits
• Employee Rewards Program: Annual merit increases and/or additional incentives for eligible employees
• Retirement: A retirement savings plan with employer contributions (after one year)
• Wellness: 15 safety and wellness days annually (if hired on or after July 1, safety and wellness days prorated to 8 days), mental health benefits and support through Calm and company-hosted events
• Employee Assistance Program: free and confidential assessments, short-term counseling, referrals, and follow-up services
• Learning & Growth: Access to internal and external learning & development opportunities and mentorships

Click here to learn more about how Save the Children US will invest in you.

Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom we are in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse.

Save the Children is committed to minimizing safety and security risks for our valued employees, ensuring all are given training, support and information to reduce their risk exposure while maximizing the impact of our programs for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.

If you require disability assistance with the application or recruitment process, please submit a request to applicantsupport@savechildren.org.