Operations System Support Specialist

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we're looking for you to join us as we carry out our mission to positively impact lives and communities across the state.
At the Y, we're an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.
Nature and Scope
The Operations System Support Specialist will direct the association's internal support and serve as a functional super user and technical specialist for the systems that support the YMCA's membership and programs operations. This critical role will work to identify opportunities to improve systems and business processes, helping the association to provide stellar member experiences.
RESPONSIBILITIES (including, but not limited to):

• Responsible for data, management, reporting, and handling support requests from front line users.
• Build and Refine documentation to support training for the user community.
• Collaborate with Operations leadership and IT Services to identify improvements for front line system users as well as member experiences.
• Maintain up-to-date knowledge of deployed systems and end-user tools within scope of responsibility.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert IT Services and management to emerging trends in incidents, escalating as needed.
• Support the administration and project management of association initiatives, including but not limited to Nationwide Membership, Program administration, Membership marketing & collections.
• Manage feature request and priority list for ongoing improvements and enhancements and deployment timeframe.
• Enhance existing solutions in accordance with standard best operating procedures and YMCA baselines.
• Participate in projects to acquire, install, maintain / upgrade and repair the environment.
• Assist in software releases and rollouts according to best practices.
• Build rapport with front-line users of supported systems, developing best in class customer service.
• Investigate and resolve problematic activity and put corrective actions into place within SLA targets.
• Escalate incidents with accurate documentation to suitable IT team member, operations lead or vendor and stay engaged to ensure timely resolution.
• Promptly inform management of any critical issues, especially inappropriate computer hardware or software use, so systems are not abused, and the organization's integrity is not compromised.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Research solutions through internal and external sources and maintain knowledgebase.
• Maintain system configuration policies, workflows and standard reports and provide documentation and expertise, as needed.
• Assist with program setup and membership configuration updates as needed.
• Assist with the integration of system/rollout of Salesforce.

REQUIREMENTS:

• Bachelor's degree and 1+ years of experience OR high school diploma and 3+ years in administrating / supporting and improving business processes
• Experience with integrated CRM or ERP platforms
• Microsoft environment (Office 365, SharePoint / Teams, PowerBI, Azure basics)
• Thirst for knowledge, intellectual curiosity; Logical and efficient
• Exceptional analytical, conceptual, and problem-solving abilities
• Thinks critically, evaluates assumptions and has a keen attention to detail
• Self-motivated and directed, and works independently with minimal supervision
• Ability to effectively prioritize and execute tasks
• Determine root cause for systemic issues through analysis; proactively identify opportunities for improvement
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Ability to work across, up and down the organization and with service providers
• Strong customer-service / user-experience orientation and interpersonal skills
• Ability to occasionally work out of core office hours as required to achieve personal and departmental goals, and to respond to critical incidents
• Ability to travel approximately 5% to YMCA branches within the metropolitan Atlanta area to meet customers
• May require work outside of regular business hours

PREFERRED REQUIREMENTS:

• Bachelor's degree in a technology field
• 5+ years of experience administering / supporting systems and improving business processes
• Salesforce CRM experience

Physical requirements include frequent standing, sitting, walking, and ability to operate a computer. Communications skills necessary for this position include writing, speech, vision, hearing and reading comprehension.
Employment Requirement:

• Ability to pass a pre-employment background check including Criminal Record check, Drug Screening and motor vehicle record (MVR) according to company policy.
• Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.
The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we're looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.
The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.
Location:
YMCA Leadership & Learning Center