• Solutions Specialist, Operations Support

    About this Job

    FLSA Status: Exempt

    Location: Dallas TX

    Job Description:

    Basic Function
    The Solutions Specialist, Operations Support will provide front line support for end-users of Affiliate shared service applications – including but not limited to JIRA, Salesforce, Luminate Online, & WordPress. Resolves basic issues for users and triages more complex issues to proper department owners. Works collaboratively with cross functional HQ teams and Affiliates to assess and improve operational support and performance. The main areas of responsibility include: help desk support, ensuring Komen’s customers get quality and timely guided support, and assisting customers primarily Affiliates) with compliance-related support.

    Primary Responsibilities

    • Supports all customer-facing technology products, including JIRA, Luminate Online, Salesforce, WordPress, and others.
    • Develops internal processes and documentation for the operations support team to use for training and maintaining support Service Level Agreements.
    • Triages JIRA service desk tickets, phone calls, instant messages, and written requests from end-users of shared service applications.
    • Resolves support requests for end users with haste and a customer success focus.
    • Performs common troubleshooting with end-users to clarify and properly understand the problem. Properly routes more complex requests/issues to appropriate department owners and communicates expectations to customer.
    • Opens service desk tickets as appropriate for department owners when routing requests/issues.
    • Opens service desk tickets with vendors, when a defect is suspected, or additional guidance is needed.
    • Performs other duties as assigned.

    Job Qualifications:

    Minimum Experience Required

    The ideal candidate will have:

    - Minimum 3 years-experience working in operations or support for a mid-sized or large department or organization

    - Bachelor’s degree in business operations, IT, or general management

    - Possess experience overseeing support or operations help desk


    - Excellent interpersonal skills and customer service, including email/phone etiquette

    - Excellent oral and written communication skills.

    • Proven ability to thrive in a fast paced, technology driven service environment
    • Demonstrated success working in highly collaborative/cross-functional environments
    • Ability to handle high issue/call volume and effectively prioritize
    • Understands how to utilize and maintain crucial support documentation
    • Maintain stable, compliant, efficient systems

     

    Preferred Experience

    - Experience working in a franchise for-profit or federated non-profit environment; Leadership experience with a multi-site, multi-channel, geographically distributed service related team.

    - Excellent verbal, analytical, organizational, writing and presentation skills. Ability to effectively present information to internal and external customers.

    - Flexibility to quickly adapt to changing business demands, processes or strategy.

    - Demonstrated ability to take initiative and ownership with focus on continuous improvement.

    - Embody a customer focused, servant approach to others and sense of professionalism in all interactions.

    - CRM application experience (Salesforce preferred).

    In addition to the qualifications above the successful candidate should have:

     

    • Passionately motivated by and are deeply committed to the mission, vision, values, objectives, and goals of Susan G. Komen
    • Possess a strong need to accomplish the mission as a valued team member and collaborate energetically with staff at all levels within the organization
    • Even-tempered, disciplined, growth-oriented leader
    • Talent to communicate, motivate, inspire, teach, and train staff within the department
    • Deep commitment to process excellence, speed-to-market and the current economic environment 

     

    Specialized Knowledge Requirements

    Department:
    Information Technology/Gift Management System

    Apply Now: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=faa94825-da86-4895-b462-ba62627d3e78&ccId=19000101_000001&jobId=261779&source=CC3&lang=en_US