Software Support Analyst

Position Purpose of the Software Support Analyst:

The Software Support Analyst is responsible for managing daily customer service activities for Groceries2

Go, including troubleshooting software and hardware issues in real time, documenting customer service requests, and leading internal User Acceptance Testing processes. As the primary point of contact for Groceries2

Go customer service, the Software Support Analyst will work with the Groceries2

Go Product Manager and Gleaners software development firm to ensure Groceries2

Go software operations are running consistently and smoothly. All responsibilities and duties will further Gleaners’ mission to be a leader in the fight against hunger.

• Company paid vision, long-term disability, $50,000 life AD&D
• Paid Life and Long-Term Disability Insurance
• Maternal, parental & caregiver leave
• On-site Gym
• Wellness programs
• 403(b) Plan with up to 4% match
• Monthly attendance bonus
• Earn up to 10% incentive pay
• Apparel allowance

• Manage Groceries2
  
  Go software customer service operations by utilizing internal ticketing and communication tools to document, prioritize, and providing prompt responses for all Groceries2
  
  Go-related customer service requests
• Monitor and troubleshoot Groceries2
  
  Go operations using connected platforms, including Microsoft Azure, Cloudflare, Twilio, and Send Grid
• Coordinate with Groceries2
  
  Go-related vendors, including Gleaners’ software development partner as needed to troubleshoot and resolve all customer service tickets.
• Schedule and lead User Acceptance Testing (UAT) sessions with groups of internal stakeholders to test and gather/document feedback on new Groceries2
  
  Go features
• Support reporting needs by writing SQL queries and generating data pulls using SQL Server Management Studio (SSMS)
• Contribute to the development and maintenance of Groceries2
  
  Go user guides and training materials to support Groceries2
  
  Go users internally and externally
• Collaborate and contribute in planning upcoming software features and releases
• Collaborate with all Gleaners team departments to ensure organizational efficiencies
• Active participation in staff, departmental, board or board committee meetings as requested
• Other duties as assigned

• High School Diploma/ GED or equivalent experience
• Associates or Bachelor’s Degree in computer Science, Information Technology, or related field is preferred

• Well versed in Microsoft Excel, Word, Outlook, and Google Suite
• Basic understanding of network infrastructure and cloud technologies used to support software operations. Experience with Microsoft Azure is a plus.
• Familiarity with SQL, including coursework or project experience writing queries using SQL Server Management Studio (SSMS) or similar data querying tools
• Ability to troubleshoot basic technical issues with hardware, including label printers, tablets, and other office devices
• Strong organizational, interpersonal, and relationship management skills
• Strong analytical and problem-solving skills
• Detail oriented with the ability to accurately document information and follow processes
• Ability to work with people of diverse backgrounds

Please see attached PDF to see the full description.

Gleaners Food Bank is an Equal Employment Opportunity Employer and provides equal opportunities for employment and advancement for all individuals, without regard to race, color, national origin, religion, sex, gender identity, gender expression, sexual orientation, disability, age, marital status, family/parental status, pregnancy, leave status, genetic information, veteran status, creed, citizenship status, income derived from a public assistance program, political beliefs, reprisal or retaliation for prior civil rights activity, or any other status or category protected by applicable federal, state, or local law.

Gleaners Food Bank of Indiana is the state’s largest hunger relief organization and one of the leading food banks in the Feeding America…