Connect Application Support Analyst

Position: Connect Applications Support Analyst

About Community Bible Study

Community Bible Study (CBS) is an interdenominational Bible study for the community. We offer a wide range of courses in classes around the world, with over 1.3 million participants in 126 countries, 101 languages (and counting!), and 77,000 dedicated volunteers. CBS fosters a welcoming environment for people from all backgrounds and levels of Bible knowledge.

Since 1975, CBS has been helping people - from children to seniors - to grow in their knowledge and love of Jesus Christ.

CBS Vision Statement: Transformed Lives Through the Word of God

CBS Mission Statement: To make disciples of the Lord Jesus Christ in our communities through caring, in-depth Bible study, available to all.

CBS Five Essentials: Individual Study, Encouraging Discussion, Effective Teaching, Insightful Commentary, Caring Community

CBS Core Values: Prayer, Trusting in God's Provision, Excellence, Integrity, Transparency, Servant Leadership

Position Description

The Application Support Analyst
plays a key role in maintaining and enhancing CBS Connect, supporting global rollout initiatives, and providing technical assistance for the CBS Connect platform. This role includes loading and managing course materials, supporting Connect platform administrators
across seven regions, creating documentation and training resources, and administering user groups and support processes.

Responsibilities

General

• Learn and become proficient in the CBS Connect application.
• Edit website content as needed.
• Accurately document customer inquiries and issues.
• Escalate unresolved issues promptly.
• Maintain resolution information, knowledge bases, and FAQs.
• Identify and pursue relevant training opportunities.
• Collaborate with team members to ensure coverage of key functions.
• Perform additional duties as assigned.

Global Support

• Stay updated on CBS Connect processes and policies.
• Respond promptly and accurately to customer inquiries and support issues via voice and email.
• Create and maintain documentation and support articles for the CBS Connect platform.
• Regularly review the CBS Connect platforms, identify areas for improvement, and coach teams as needed.
• Collaborate with the Communications and Marketing Director to enhance the visual appeal of platforms and courses.
• Partner with the IT Director and CBS Connect Program Manager to drive innovation and resolve platform challenges.
• Train and support global teams in using Formstack and other software tools.
• Maintain enrollment statistics for all region platforms
• Communicate new features and updates to the CBS Connect platform with platform admins and assist with communications related to the CBS Connect Development group.

Course Production

• Load and maintain course materials on the CBS Connect platform and oversee the course production process.
• Coordinate and guide teams or contractors responsible for loading course materials.
• Distribute translator-approved lessons to regional CBS Connect teams when requested
• Ensures regional teams follow course production guidelines and provide support where needed.
• Collaborate with the Communications department to ensure course graphics and videos are added to the course.

Qualifications

CBS expects every employee to have a deep and growing relationship with Jesus Christ, as evidenced by a strong, clear personal testimony and a lifestyle that reflects spiritual maturity and intimacy with God. Belief and adherence to the CBS Statement of Faith and a meaningful commitment to the Mission, Vision, and Core Values of CBS are also required.

For this position, we are looking for someone with the following qualities, experience, and abilities:

Education and Experience

• Professional Degree, or equivalent experience.
• Familiarity with Power BI or similar analytics software (preferred).
• Knowledge of customer service principles and helpdesk practices.
• Basic knowledge of productivity software (e.g. Asana) and form-building software (e.g., Formstack).

Technical Skills

• Proficiency in Windows and Microsoft Office applications.
• Knowledge of major web browsers (Microsoft Edge, Google Chrome, Mozilla Firefox, Safari).
• Familiarity with AI Software tools like ElevenLabs or HeyGen.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills.
• Ability to work effectively in cross-cultural environments.
• Customer service-oriented, with a professional demeanor in all interactions.
• Team player with a collaborative mindset.

Organizational and Problem-Solving Skills

• Strong multi-tasking ability, capable of managing and prioritizing multiple requests calmly.
• Detail-oriented and thorough, with a focus on accuracy.
• Demonstrates initiative and problem-solving skills.

 Additional Requirements

• Works closely with regional CBS Connect teams.
• Flexibility to work evenings or weekends during peak periods.
• Occasional travel may be required.

Other:

• This is a full-time position, reporting to the CBS Connect Program Manager
• Work Location: Hybrid (Colorado Springs, CO) or Remote

Starting Salary Range

• Salary range: $55,000 – $65,000

Benefits Offered

• Starting at four weeks of paid vacation and four weeks of paid sick leave annually
• Paid holidays, including your birthday
• 403(b) retirement plan with a 5% match
• Medical, dental, and vision insurance
• Employer-paid disability and life insurance

Salary : $55,000 - $65,000