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Lead Manager, Application Support

Remote

Who We Are: 

Our vision is to grant the wish of every eligible child. Through our mission, we are uniting communities to grant life-changing wishes. As the world’s largest wish-granting organization, we strive to create a sense of community and an environment where we warmly embrace our wish families, volunteers, and colleagues.

Joining Make-A-Wish means becoming part of a mission that believes in the power of a wish.  

Location:

We’re a fully remote team! This position is open to applicants based anywhere in the continental U.S.

Applicants must be authorized to work for ANY employer in the U.S. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility.

 

The Team:

Make-A-Wish America is the national headquarters for our organization, providing resources and support for our Chapters around the country. The Information Technology team is comprised of a diverse team of technologists responsible for building and operating the technologies that enable Make-A-Wish to grant the wish of every eligible child. 

The Role:

This role is a member of the IT Applications Team and will be responsible for the advancement of the organization’s enterprise applications. This role will also be a liaison with product management, business users, and developers to assist in application enhancements and support the diagnosis and reproduction of application issues. This position will define scope, document and/or validate business requirements, identifying gaps, as well as assist with the build and implementation process. 

As a Lead Manager, Application Support at Make-A-Wish America you will have the following responsibilities:

  • Prioritize and provide support to chapters and business for Enterprise Applications.
  • Acts as subject matter expert to Product Management over the design and construction of event websites, in collaboration with Development, IT, key stakeholders and consultants.
  • Serve as a key resource to Make-A-Wish national and chapter staff, ensuring clear understanding and effective use of websites and online fundraising tools.
  • Lead the execution and support of coordinated, consistent peer-to-peer fundraising platforms for national priority programs, including scheduling, building, maintaining, and managing sites.
  • Collaborate with internal teams and chapters to develop and grow core programs, while providing technical support and service for large-scale fundraising events and campaigns.
  • Create, update, route and respond to requests via service management portal.
  • Perform advanced troubleshooting and updating knowledgebase articles with solutions performed.
  • Recognize trends and escalate difficult technical issues to application engineers or developers who developed and/or support the product.
  • Perform regular administrative audits.
  • Support tracking of bugs/enhancements/features as part of the change management process.
  • Support maintenance of business systems and interface applications.
  • Maintains understanding of current technologies or practices through continuing education, reading, or participation in professional conferences, workshops, or groups.
  • Create and maintain technical and user library and knowledgebase.
  • Participate in both Quality Assurance and/or User Acceptance testing.

Knowledge and Abilities:

  • Strong customer-focus and business acumen, while focusing on communications and stakeholder collaboration.
  • Experience with change management by building, testing, and deploying changes across multiple environments.
  • Proven history of self-direction and ability to carry out assignments from beginning to end.
  • Analytical thinker, problem solver with high attention to detail.
  • Professional demeanor and adaptable to change.
  • Ability to quickly learn new skills and technologies.
  • Able to multi-task and work issues at the same time.

Qualifications:

  • College diploma in the field of computer science, information systems, and/or 2+ years equivalent work experience in a related field.
  • 5+ years of total experience with 2+ years of hands-on experience supporting the configuration, development and implementation of enterprise business applications.
  • Experience and familiarity with Atlassian products, including JIRA Service Management, Confluence, and other support monitoring tools.
  • Experience with leading enterprise applications: Luminate Online\TeamRaiser, Salesforce CRM, NetSuite ERP, HRIS, LMS, HTML, CSS and basic JavaScript is preferred.

Working Conditions:

  • Ability to thrive in a remote environment.
  • Some travel is required.
  • May on occasion require work outside a traditional Monday – Friday work week, and outside of normal business hours.

This Role's Hiring Range

$77,000 - $85,000 USD

What We Offer:

Benefits

  • Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness
  • Competitive compensation with annual incentive potential    
  • Health Savings Account and Flexible Spending Account Options    
  • Health Reimbursement Account fully funded by Make-A-Wish America
  • Short Term Disability*, Long Term Disability* and Life Insurance 
  • Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo 
  • 401(k) Retirement Savings Plan with 5% match after one year of service
  • Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program   
  • The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires 

Time Off

  • Up to 15 PTO days 
  • 10 Sick Days 
  • 11 Paid Holidays 
  • 2 Volunteer Days after one year of service 
  • 2 Personal Days accrued annually   
  • Maternity Leave      

Also... 

  • Employee Awards and Recognition Programs    
  • Individual and Leadership Development     
  • Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets   

*Monthly premiums paid for the employee for vision, dental, and short/long term disability.

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