ORGANIZATION SUMMARY:
World Relief is a global Christian humanitarian organization that is fighting for change that lasts, right here in the U.S. and across the globe. We bring sustainable solutions to the world’s greatest problems – disasters, extreme poverty, violence, oppression, and mass displacement. The organization is approximately 75 years old and has worked in over 100 countries around the world since its founding.
In the United States, we come alongside local churches, community organizations and hundreds of individual volunteers to support newly arriving refugee and other immigrant families. Today, we are proud to partner with over 6,000 local churches, and 95,000 volunteers globally to bring hope, healing and transformation to the most vulnerable.
POSITION SUMMARY:
Are you a person of compassion? An advocate for justice? Someone who stands up for the rights of the vulnerable and speaks out for the marginalized, the exploited and the forgotten? Do you believe in our calling as Christians to welcome the least of these and love our neighbor?
If you answered ‘yes’, to any of the above, World Relief, and millions of people around the world need you.
Are you a techie that loves helping people? Are you skilled in Microsoft 365 applications and familiar with automation? Someone who loves to dig deeper and discover details to solve problems? As you read this, do you feel a calling to love and empower others like Jesus Christ does? If you answered ‘yes’, to the questions above, World Relief, and those we serve around the world need you. World Relief is Christian Humanitarian Organization seeking a Knowledge Management Technical Support Specialist. We’re looking for someone who can provide day to day remote tech support and assist with our long-term project of integrating systems and applications such as Microsoft 365 apps, SharePoint, Dynamics, ZenDesk, MS Forms, Teams, Power Automate, and Power Apps to support Participants & Caseworker and facilitate their interactions. This role is focused on partnering with both internal teams and external participants, listening to their needs & issues, resolving problems, and creating sustainable solutions. It is a part-time role and may expand to full-time depending on funding.
\n- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide support for internal and external parties in regards to accessing systems & applications, including instructional training on the use of those systems & applications.
- Keeping all US Programs System information current, such as adding/updating access, ensuring network connectivity, conduct data imports & exports and other system & application administrative functions.
- Enforce and maintain IT security protocols, prevent privacy breaches, and ensure all solutions, systems, apps are developed and used in line with the organization’s policies and procedures.
- Research and troubleshoot system and application failures and performance concerns to ensure minimal productivity downtime
- Work with end users to provide immediate technical support, educating them on usage and functions when needed
- Apply both Break-Fix and Managed Service models for resolving issues and ensure ongoing user satisfaction
- Collaborate with internal and external stakeholders to understand systemic issues and create process improvements that translate into solutions using out-of-the-box tools such as automation and power apps custom development
- Enter records, metadata, form questions, translations, and other information related to the creation of virtual support materials & to keep existing materials relevant
- Coordinate, communicate, and meet with various parties to resolve complex issues and drive operational efficiency
- Conduct follow up evaluations on the performance of existing support solutions and determine the satisfaction of users
- Identify process inefficiencies and lead continuous process improvement on all previously created solutions
- Monitor, identify, and resolve data discrepancies and data quality issues within systems to ensure data consistency and integrity.
- Recommend & advise of alternate systems & solutions based on business changes
- Training in Microsoft 365 online/desktop applications, automation, Zendesk, or other cloud-based systems & applications.
- Proven experience troubleshooting systems and supporting business needs in a remote environment
- Skilled at identifying inefficiencies and leading continuous process improvement efforts
- Advanced computer knowledge, including the suite of Microsoft products and the ability to quickly learn new programs such as Power Automate or Power Apps
- Adept in educating others and showing patience & kindness, while resolving complex problems
- Shows initiative and is able to work on solutions independently
- Organized, detail oriented, and able to manage competing priorities
- Excellent remote communication skills both oral and written
- Experienced in training, educating, and teaching technical skills
- Ability to maintain confidentiality and professionalism
- Experience or degree in the field of computer science, information systems, and knowledge of Microsoft environments
- Mature and personal Christian faith
- Committed to the mission, vision, and values of World Relief
- Desire to serve and empower the Church to impact vulnerable communities
- Able to affirm and/or acknowledge World Reliefs Core Beliefs, Statement of Faith, Christian Identity and National Evangelicals For the Health of The Nation document
- Demonstrated ability to work effectively and sensitively with people of diverse cultural and religious backgrounds
- Familiarity with trauma informed responses and cultural humility
- Excellent written and oral communication skills in English (knowledge of other languages such as Spanish, Dari, Pashto a plus)
- Valid driver’s license and clean driving record required
- Occasional travel is required
World Relief offers a competitive benefits package (25 hours + per week):
- Medical, Dental, Vision
- Offer 16 company Paid Holidays + 4 additional Personal days per year!
- Paid Sick and Vacation Time
- Paid Parental Leave (12 weeks for qualified employees)
- FSAs: Medical & Dependent Care, & Commuter Funding
- Supplemental Life Insurance (employee, spouse, and children)
- Critical Illness, Hospital Indemnity, and Accident insurance policies
- Legal Shield Insurance
World Relief pays 100% for eligible employees:
- Group Term Life (employee, spouse, and children)
- Long Term & Short-term Disability
- Accidental Death and Dismemberment (AD&D)
- Long Distance Travel Insurance
World Relief offers a competitive benefits package for Part-time positions (less than 25 hours per week):
- Offer 16 Paid Holidays
- Sick time available as required by state/local law
All part-time employees are eligible for the following benefits:
- Employee Assistance Program (EAP)
World Relief - Retirement:
- Eligibility: After 1000 hours in a year
- Automatically enrolled at 4%
- 401K & Roth through Fidelity
- WR matches up to 4%, then an additional quarter percent up to 10%
World Relief Discounts (Immediately Eligible):
- Verizon
- Pet Insurance through Nationwide
- Home and Auto insurance through Liberty Mutual
- Working Advantage Discount Program
- Active & Fit Gym Membership
World Relief is honored to be recognized with the Gold-level Cigna Healthy Workforce Designation for exceeding the core components of our well-being program including leadership and culture, program foundations and execution, and whole person health.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations
· The ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 10-15 pounds.
· Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information.
· The employee frequently is required to sit, reach with hands and arms, talk and hear.
WORK ENVIRONMENT:
· General office setting. World Relief also offers hybrid and remote schedules for limited positions.
· Great lengths of time working on computer, reading from computer screen, entering information, standing at copier or fax machine, and some time on the phone or in virtual meetings may be required.
· Year-end archiving activities involve repeated lifting and bending.
· Physical, emotional and intellectual demands
· Equipment used: Employee computer (desktop or laptop), printer, and copier.
· All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Individuals may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation. This position description is not all-inclusive and is always under review.
We are proud to be an EEO/AA employer M/F/D/V.
For World Relief staff, strong commitment to the mission, vision, and values of World Relief is essential, and Christian faith is a prerequisite for employment, based upon United States federal guidelines provided in Title VII of the Civil Rights Act of 1964.
Legal Background in the United States
World Relief is both an equal opportunity employer and a faith-based religious organization. World Relief strictly prohibits and does not tolerate unlawful discrimination against employees on the basis of person’s race, color, sex, national origin, age, disability, genetic information, or any other characteristic protected under applicable federal, state, or local law, which does not conflict with the protections afforded World Relief as a faith-based employer.
In addition, physical or mental limitations will not be a factor in the application of World Relief's employment policies or employee practices, except for those situations in which occupational requirement make consideration of such factors necessary.
Pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e 1(a) World Relief has the right to, and does, hire only candidates who agree with World Relief’s Statement of Faith.