Application Support Analyst - National Office (Remote)

The A pplication Support Analyst will perform assigned technical support tasks and provide administrative support for application systems. This includes receiving, triaging, troubleshooting, communicating, and working all issues through resolution. This position will be responsible for escalations and recommending helpdesk process improvements and updating relevant support and training documentation. This position reports to the applications support manager.

YMCA of the USA (Y-USA) embraces a remote-first working environment which means most employees work remotely from a home office within the continental United States.

We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the continental U.S. workplace.

• Must possess 1 - 2 years of experience providing technical support for commercial systems
• A bachelor’s degree or equivalent experience is required; a concentration in business operations, information systems or technology is preferred.
• General knowledge of business processes and the systems that support them - e.g. HR, Finance, CRM, Fundraising,
• Excellent analytical and planning and organizational skills are required
• Excellent written and verbal communication skills are required. Must possess excellent presentation, organizational, facilitation and problem-solving
• Must have the ability to grasp processes and technical concepts quickly with a strong aptitude to translate business requirements into detailed specifications and technical verbiage into easily understood language for business users
• Familiarity with the Intranet system administration on the Mangoapps platform is required
• Must possess independent decision-making skills, good judgment skills and the ability to execute multiple assignments at any given time
• Must possess the ability to achieve consensus amongst a group and resolve conflict
• Must possess strong Microsoft Office Skills
• Familiarity with .net and SQL programming is preferred, but not required.
• Microsoft Azure experience is preferred
• Business analysis experience is preferred
• Familiarity with web-based troubleshooting toolsets are preferred. For example: Chrome, Firefox, & Edge developer tools and RESTful API tools such as SOUPUI, Postman, Fiddler
• Commitment to character development values of caring, honesty, respect and responsibility

• Acts as system expert and go-to for platform functionality and configuration
• Timely respond to service requests from Y-Movement partners facing business teams, Operations, Research, Evaluation & Data Sciences, etc.
• Manages and informs platform integration with other Y-USA systems, including seeking opportunities to evolve and optimize integrations to increase efficiency and Movement support
• Manages and documents system configurations
• Manages system access to ensure accuracy of user data and support enforcement of the user access policy
• Supports reporting and analytic activities, as requested, through cocreation of data strategy, data retrieval, and running/analyzing key reports to support system improvement
• Maintains, tests, configures the platform(s) on an ongoing basis, including coordinating and comanaging system releases, testing new and improved functionality, and potentially writing test scripts
• Logs, tracks, and tests platform bugs or defects and inconsistencies
• Liaise with other application support teams and internal/external business and technical partners
• Supports archival of platform content in alignment with Y-USA document retention policy and knowledge management best practices
• Provides education, counsel, and advice to KM team on internal projects and opportunities, as appropriate
• Performs other duties as assigned