What are the responsibilities and job description for the Field Tools Administrator position at East-West?
The Field Tools Administrator is a core operational support role for our field staff responsible for the administration, training, and maintenance of the primary software tools used by field staff, including, but not limited to, NPL Prog, GAPP, and Knack. This individual will ensure seamless onboarding, provide frontline technical support, maintain current documentation, and drive the quality and usability of the systems to maximize user efficiency. This position is responsible for playing their part to achieve the bigger mission of East-West and for ensuring that all ministry activities are clearly aligned with East-West Ministries� Vision, Mission, Values, Statement of Faith and Biblical principles.
As an ambassador of faith in Christ and rooted in Biblical principles, this position will actively minister to EW leadership, staff, partners and the community in a manner that exhibits Christ-character through personal and corporate spiritual disciplines.
Essential Duties & Responsibilities
System Administration & Onboarding (Field Staff Enablement)
As an ambassador of faith in Christ and rooted in Biblical principles, this position will actively minister to EW leadership, staff, partners and the community in a manner that exhibits Christ-character through personal and corporate spiritual disciplines.
Essential Duties & Responsibilities
System Administration & Onboarding (Field Staff Enablement)
- Manage the full user lifecycle for field staff across NPL Prog, GAPP, and the Field Database, including new user setup, permission adjustments, access revocation, and data integrity checks.
- Conduct hands-on onboarding and initial training sessions for all new field employees on the usage and best practices for the core toolset.
- Maintain accurate user roles and access privileges to ensure security and compliance standards are met.
- Opportunities to travel overseas for in-person coaching and onboarding
- Serve as a technical point of contact for field staff inquiries and issues related to tools such as NPL Prog, GAPP, and Field Database.
- Respond promptly to help desk tickets, diagnose user problems, and resolve system configuration issues to support staff in 24 time zones.
- Log, track, and escalate complex technical issues to the appropriate internal IT or external vendor support teams, following through to resolution.
- Create, update, and maintain comprehensive internal knowledge base articles, user guides, FAQs, and training materials for field tools including NPL Prog, GAPP, and the field database.
- Ensure all system documentation reflects the current state of the tools and is easily accessible to field users.
- Periodically review and update training documentation to reflect new features or process changes.
- Perform regular quality assurance (QA) testing on system updates, new features, and changes within all three platforms prior to deployment to field staff.
- Collaborate with key stakeholders and IT to identify opportunities for tool optimization and process improvements based on field feedback.
- 2-4years of experience in a Systems Administrator, Application Administrator, Business Systems Analyst, or technical support role.
- Demonstrated experience managing user access, security, and permissions across multiple software platforms.
- Excellent technical troubleshooting and diagnostic skills with the ability to translate complex issues into simple terms for end-users.
- Proficiency in creating clear, concise documentation and user training materials.
- Strong customer service orientation and patience for supporting a non-technical user base.
- Experience in cross-cultural missions, preferred.