Application Support Specialist

To apply, email your résumé to:
resume@children.org

Children International
2000 East Red Bridge Road
Kansas City, MO 64131

Title: Application Support Specialist
Reports to: Director of Application Services
About Children International

Children International is a nonprofit humanitarian organization working to eradicate poverty around the world. At CI, we believe that every child matters and that it is simply unacceptable that over a billion children live in poverty. The CI approach is to invest in our kids and youth by providing a safe place, a caring team and a path out of poverty through programs in health, education, empowerment and employment. We provide this support for 220,000 children in 13 agencies working in 10 countries around the world.

The work Children International does on behalf of children in poverty is funded primarily through a one-to-one sponsorship model. We are transforming our funding model to dramatically increase the support we provide our kids. Additionally, we are taking our programs from good to great by elevating our people systems and practices worldwide. That’s where you come in.

Position summary

Children International is looking for highly skilled technical candidates to help innovate, build, and manage software solutions worldwide to help break children out of the cycle of poverty. The Application Support Specialist role will provide application troubleshooting and support to the organization to minimize service disruption and facilitate efficient operations. This role will work closely with the business, with tier 1 support, with tier 3 support, and with additional IT resources as necessary to diagnose and solve issues. This role represents an important link between the business units and IT.

The Application Support Specialist role will be responsible for monitoring service request ticket queues, investigating software application problems using basic technical and software development skills (.NET programming, JavaScript, html/css), diagnosing root causes, monitoring work queues to track solution progress, and providing solution options.

The Application Support Specialist role will also be responsible for managing application inventory and lifecycle information for all supported custom applications, and for updating service catalogs and system lists appropriately. Key headquarters software systems supported include (but are not limited to) the CI website, Dynamics 365 implementations, legacy CRM applications, and SSRS reporting.

Key field software systems supported include (but are not limited to) field legacy systems and line-of-business web applications hosted at headquarters and used internationally. Queue monitoring might include systems such as Jira, Track-It, Eclipse, and new global ticketing systems. Sound interesting? Let’s talk!

Responsibilities

  • Work within a small team of individuals to support software solutions
  • Work across teams including business, tier 1, tier 3, vendors, and DevOps teams
  • Participate in project discussions to better understand overall project context
  • Follow and enforce all change management processes
  • Participate in global ticketing system management and ticket routing/assignment
  • Work directly with the business to understand and replicate software issues
  • Work with key IT and other resources to identify root causes
  • Use basic programming skills (.NET programming, JavaScript, html/css) to troubleshoot and to solve problems
  • Participate in scrum and Kanban task assignment, coordination, and progress
  • Participate in project meetings as applicable to understand enhancements/new systems
  • Track incident metrics to determine trends, problems, priorities
  • Manage application inventory information, service catalogs, and system lists for all custom software applications
Personal Characteristics & Qualifications
  • Demonstrated software system support experience (3+ years)
  • Experience in .NET programming, JavaScript, html/css and related technologies
  • Experience in agile scrum, Kanban, or other bug fix management approaches
  • Strong skills in Microsoft Office products
  • A strong ability to quickly learn new systems
  • Excellent communication skills
  • Strong attention to detail
  • Ability to juggle multiple priorities at a time
  • Experience with Jira is a plus
  • Bilingual skills a plus
  • Experience supporting systems across multiple locations a plus