Leukemia & Lymphoma Society Looking for Senior Application Support Analyst at Rye, NY  Full Time

How many people can answer the question, “What do you do for a living?” with the answer, “I help find cures for cancer.” At LLS, employees take our mission seriously. Whether you work in one of our chapters, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cureleukemia,lymphoma, Hodgkin’s disease andmyeloma, and improve the quality of life of patients and their families.
Join us and give new meaning to the word, “job.”

As part of a mission centric, locally delivered and nationally powered organization this role serves as the individual that will be providing day to day operational support to end users in relation to the suite of enterprise-wide productivity applications, including SalesForce (Fuel / E&S), C360, MS SharePoint, MS Teams, MS O365, and others. Support includes answering support calls, triaging problems, managing end user system needs, resolving issues, providing problem analysis and user education, and working with technology and development teams when necessary to determine proper issue resolution. This role is expected to be agile enough to assess and troubleshoot a wide range of issues, and to route and escalate problems to appropriate technicians while delivering an outstanding customer focused service level. Relentlessly pursuing cancer cures.

As a valued member of LLS, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.

While employees may be permitted to work remotely, travel to the assigned office, HUB or Satellite Offices may be required as determined by the employee’s manager and the employee’s People Organization Generalist.

Accountabilities:

• Work with members of the IT Services team to provide support, issue resolution, and user education related to LLS enterprise productivity applications. Provide updates to the user community about training opportunities, best practices, and system updates.. Bring fresh new ideas on how our users can leverage available applications.
• Monitor and triage the incoming support requests. Open tickets and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes
• Work closely with end users to understand the events that led to issue creation, as well as to understand the business impact of each issue
• Work with various constituent groups to support and educate on various applications.
• Monitor the Application Support/Helpdesk queue. Answer inquiries in a timely manner, providing details in the ticket so that the resolution is documented and can be replicated
• Communicate rising issues to the rest of the team
• Create user documentation and updates
• Assist with testing and implementation, for user community in support of new software initiatives as required.
• Maintain a working knowledge of the LLS mission and programs to promote the field and campaign fundraising initiatives.
• Manage reported system issues using support desk software, prioritize issues, and communicate with user community on issue resolution in the timely manner.
• Build content in support knowledgebase asnew solutions to common issues are identified.
• Coordinate and collaborate with rest of the Application Support group to develop and improve support procedures, internal and user documentation, user training, software testing, and change management procedures.

Support additional duties as assigned

• Provide timely and accurate progress reporting
• Document support tickets for future ease of triage and resolution
• Participate in support rotation as needed
• Other duties as they are assigned.

#LI-Remote

Education & Experience Requirements:

• Minimum bachelor’s degree or equivalent work experience
• Experience with MS O365, SharePoint/OneDrive related applications preferred
• Exposure to fundraising and CRM systems a plus
• Strong customer service and support focus with a desire to deliver high quality customer support services
• Effective both independently and as a member of a team
• Self-motivated and professional with ability to take ownership and responsibility
• Effective verbal and written communication
• Willing and eagerness to learn
• 1-2 years of experience in support environment and/or customer service with emphasis on problem solving. Development of documentation and training a plus

Physical Demands & Work Environment:

• Weekend & evening work required during critical periods
• Work environment is representative and typical of similar jobs in comparable organizations
• Average salary range is $37K-$53K, open to further discussion based on geography.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Leukemia & Lymphoma Society (LLS) does not accept resumes from third party recruitment/search firms. Please do not forward resumes to LLS employees or any company locations or email addresses. LLS is not responsible for any fees related to resumes not solicited by LLS Recruiting. The Leukemia & Lymphoma Society (LLS) is an Equal Opportunity Employer.