Senior Software Specialist

YMCA
Salary
$68,000.00
$85,000.00
How to Apply
Apply Online
Resumes Accepted Until
We are an all-inclusive organization joined together by a shared commitment to serving the community.
Job Description

We are currently seeking a detail-oriented and proactive Senior Software Specialist to join our team. The Senior Software Specialist plays a pivotal part in ensuring high-quality support, data accuracy, and effective staff training.

 

Benefits

We offer a competitive compensation and benefits package, which includes medical, prescription, dental, and vision coverage. We also offer generous paid time off (PTO), paid sick leave, paid holidays, a legal plan, long-term disability, life insurance, 12% retirement benefits upon eligibility, a 403 (b) plan, an employee assistance program, professional development opportunities, Metro Y program discounts, and complimentary use of YMCA facilities. Full-time employees may be eligible for the Public Service Loan Forgiveness (PSLF) program.  

Qualifications

· Bachelor’s degree or equivalent experience.

· Minimum of three years’ experience with operating software and providing support; help desk experience is a plus.

· Strong written and oral communication skills, with the ability to relate to and communicate effectively with users at all levels of the organization.

· Ability to train non-technical users in technical topics.

· High-level understanding of relational databases and the multi-dimensional functionality of operating software.

· Demonstrated project management skills, including stakeholder engagement, needs assessment, and timely project delivery.

· Detail-oriented with strong organizational skills.

· Comfortable communicating in various venues, including public speaking and presentations.

Essential Functions

· Internal Help Desk Oversight: Monitor and manage the internal Pulse CRM ticketing system to ensure efficient tracking, routing, and resolution of staff support requests in a timely manner.

· Trend Analysis & Process Improvement: Analyze support ticket trends and collaborate with supervisor to identify and address recurring issues. 

· Vendor Coordination: Liaise with Pulse CRM’s technical support and account management teams to escalate and resolve system functionality issues.

· Training Development & Delivery: Design, maintain, and deliver targeted training sessions and materials for staff to ensure effective use of Pulse CRM. Conduct regular training workshops for new and existing staff, including managers, focusing on both technical and operational aspects of the CRM. Evaluate training effectiveness and update training materials and SOPs based on feedback and system changes.

· Data Integrity: Support the ongoing data management and accuracy in the Pulse CRM database.

· Operational Support: Assist the Accounts Receivable and branch teams with membership and program enrollment tasks, including fee adjustments, attendance updates, credits, and chargebacks.

· Documentation & SOP Management: Develop, maintain, and regularly review standard operating procedures for all aspects of Pulse CRM usage, support, and training.

Cause-Driven Leadership Competencies

· Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

· Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

· Operational Effectiveness: Makes sound judgments and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

· Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations, and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.