Location: New Orleans,LA, USA
Job Type Full-time Description The IT Support Specialist (ITSS) strives to optimize Lighthouse business processes, influences how software is utilized across the organization, and supports business operations through technology. The ITSS has a strategic focus and proven ability to analyze, design, and optimize processes on the Salesforce platform and other IT platforms, driving best practices and user success. The ideal candidate for this position has proven technical expertise, superior data analysis skills, and effective interpersonal skills to support collaboration across multiple teams. RESPONSIBILITIES: 1. Develop working knowledge of each department to optimize ability to evaluate and enhance processes in Salesforce, and other IT platforms, and integrated applications to increase efficiency and collect reliable data. 2. Support IT goals and reporting needs for each program, designing accessible workflows to ensure exceptional user experiences and reliable data analysis. 3. Collaborate with Grant Managers and senior leaders to build reports to collect and analyze the data required for program evaluation and reporting. 4. Collaborate with the Assistive Technology Specialist(s) to develop comfortable working knowledge of assistive software applications to ensure focus on accessibility when solutioning user challenges to software access. 5. Cultivate positive relationships with team members, maintaining open communication to optimize on-going training and technical support. 6. Conduct new user and ongoing user training for Salesforce, and other software platforms, and integrated applications, demonstrating special consideration for users who have disabilities. 7. Administer all aspects of user and license management for Salesforce and other designated applications to include all new user setups/deactivations, roles, profiles, permissions, sharing rules, and security. 8. Implement Salesforce configuration changes to include flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports. 9. Control data management to improve data quality, implementing rules and automation as needed. Work with integrated applications to establish connections to IT platforms that optimize the flow of information across software applications. 10. Create forms in Salesforce and manage document generation tools to support operations across departments. 11. Conduct proactive system maintenance on all software platforms to include system updates, security reviews, health checks, and optimizers. 12. Manage user support tickets for Salesforce and integrated applications or other software platforms. 13. Maintain accurate technical documentation to manage all hardware/software applications to include the distribution, tracking and installation of employee workstations and facility computer/cloud-based systems, collaborating with designated IT firm when appropriate. 14. Resolve issues and make decisions to ameliorate conflict that may threaten the success of reliable data collection and reporting. 15. Maintain confidentiality of information and materials at the highest standards. 16. Perform other duties as assigned. Requirements 1. Education: Certified Salesforce Administrator required; additional certification is a plus. Nonprofit Cloud Consultant certification preferred. Bachelor's/Postgraduate degree preferred. 2. Special Knowledge or Skills: Strong Salesforce product knowledge. Proactive attitude to platform enhancements. Ability to design accessible best practice solutions. Ability to translate technical information into plain language, clearly explaining design options and their impact. Knowledge of best practices for Salesforce administration and integration. Excellent organizational and time management skills. Self-driven, able to work independently and with diverse teams. Strong analytical and critical thinking skills. Strong collaborator who builds positive working relationships to drive results. 3. Experience: At least 2 years' experience with Salesforce administration. Hands-on experience with Lightening, NPSP, and/or Nonprofit Cloud preferred. Familiarity with Apsona and document generation tools preferred. Experience with change management, governance, communicating, and prioritizing to manage all aspects of a Salesforce project. Experience implementing Salesforce configuration changes to include flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports. 4. Supervisory Responsibilities: None 5. Physical: Good physical health and high energy levels. Able to effectively perform the specified duties. 6. Personality Traits: Available and responsive to questions. Self-directed, mission focused, and outcome driven. Open to understanding the needs of people with disabilities and solutioning barriers to accessibility. Values integrity, transparency, and accountability. Creative problem-solver and adaptive multi-tasker who demonstrates continued personal/professional development. 7. Working Conditions: Office and industrial settings. Occasional travel required to support Baton Rouge facility. 8. Work Schedule: Full-time / salaried. 9. Background Check and Drug Testing Required: Employment is contingent upon satisfactory results. This job description does not imply that these are the only duties to be performed. The employee in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon request by his/her supervisor. At Lighthouse Louisiana, we are committed to the principles of equal employment. We comply with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. We are dedicated to the fulfillment of this policy regarding all aspects of employment including, but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay (and other compensation), termination, and all other terms, conditions, and privileges of employment. In addition, we take affirmative actions to recruit, hire, promote and retain veterans.