Heifer International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identify, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

FUNCTION

The Enterprise Systems Support Specialist is a member of the Enterprise Systems department who manages and supports the global applications and systems for Heifer International. Their role will be responsible for providing technical support, access management, and training for our organization’s various applications, ensuring high availability and stability of systems. This individual will apply proven analytical, problem-solving and communication skills to identify, communicate, and resolve application and system issues while working with other team members and cross-functional groups. The Enterprise Systems Support Specialist will assist with the maintenance and improvement of documentation, business processes, and training related to the enterprise applications and systems.

ESSENTIAL CHARACTER TRAITS:

Strong customer service abilities and patience for helping users, logical thinker with excellent problem-solving skills and a willingness to learn.

RESPONSIBILITIES & DELIVERABLES

A. Field, manage and respond to questions and support tickets from users for supported applications and systems. (40%)

• Field incoming support tickets from users and Tech Support.
• Use troubleshooting and research procedures to triage and resolve issues or escalate as necessary.
• Document all pertinent user information and details related to the issue.
• Track and record all trouble-shooting steps and actions taken through to a final resolution or escalation to the next level.
• Provide clear communication to the users during all phases of the support request.
• Communicate with cross-functional teams, including Enterprise Systems and Information Technology teams on application or system issues.
• Identify and collaborate with Enterprise Systems and Information Technology teams on areas of opportunities of technical and process improvements.
• Maintain knowledge of supported application and system changes.

B. Support and maintain application and system access following defined access rules and procedures. (40%)

• Review user access rights requests and update access as needed.
• Route access requests to approvers as defined by access procedures and business rules.
• Troubleshoot and resolve access questions and issues.
• Follow designed access procedures and business rules for creating or changing user access.
• Communicate with users, access requestors, and defined access approvers the status of on-going access requests.
• Deliver user access instruction as needed. Clearly communicating and providing detailed steps for users.
• Maintain documentation related to application and system access.

C. Support the testing, training, and documentation of enterprise applications and systems. (15%)

• Learn and be familiar with the applications and systems supported by the Enterprise Systems team.
• Assist with the development and maintenance of application and system documentation.
• Support the creation and maintenance of blog posts, announcements, and wikis on the staff facing Intranet site.
• Provide user training on support applications and systems.
• Participate in and give feedback of in-depth testing related to application or system changes, updates, or integrations.
• Collaborate with cross-functional teams with the creation and management of technical documentation.

D. May perform other job-related duties as assigned (5%)

Minimum Requirements:

Associate degree in Computer Science, Information Technology, or related field plus 1-year experience OR 3 years of hands-on experience in enterprise level environment in application support

Preferred Requirements:

• Bachelor’s degree
• Excellent customer service skills
• Experience with ticketing systems and incident management processes
• Application or system support experience
• Experience with user access management
• Thorough understanding of system management and administration
• Advanced experience with Microsoft Office and Office 365 Products

Most Critical Proficiencies:

• Strong technical and troubleshooting skills in software applications and systems
• Ability to follow documented processes with close attention to detail
• Excellent verbal and written communication skills
• Able to interpret and develop technical documentation for training and end user procedures
• Ability to acquire job specific skills through formal and on-the-job training
• Ability to determine the source of problems/errors, devise corrective actions and review results
• Demonstrable ability to work multiple assignments simultaneously
• Knowledge and understanding of software packages, including Microsoft Windows, Office, electronic mail, and calendaring, as well as standard Internet browsers
• Familiarity with application and server technologies

Essential Job Functions and Physical Demands:

• Ability to work with sensitive information and maintain confidentiality.
• Ability to understand relevant detail from oral information and explain technical terms and information both orally and in writing
• Constant face-to-face, telephone and electronic communication with colleagues and the general public

Salary Information:

The expected base salary range for this position is $52k to $62k USD annually. Placement within the range will be based on the competency level of the candidate:

Minimum: Entry level, meets minimum qualifications. Needs guidance and training to perform key responsibilities of the job
Midpoint: Experienced and fully competent. Can independently perform all responsibilities of the job
Maximum: Highly experienced and can perform at a higher level than expected

**Disclaimer: Salary ranges are based on country location and local country salary scales.

WHAT WE OFFER:

Heifer International offers a variety of benefits for U.S.-based employees working 30 or more hours per week.

• Health and wellness benefits including Flexible Spending Account and/or Health Saving Account
• Employee assistance program
• 403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match 3% employer discretionary contribution regardless of employee contribution)
• 22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per year
• Employer-paid life insurance and accidental death & dismemberment (AD&D)
• Professional development and annual merit increase opportunities
• Optional critical illness insurance, legal assistance plan and pet protection
• And more!