Field Support Specialist I

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Because of Young Life’s exclusive Christian purposes of evangelism and discipleship as set forth in its Articles of Incorporation and in these Bylaws, and to reflect what has always been and will continue to be the position of Young Life, specifically the Christian belief that each and every employee and volunteer of the corporation should minister as a servant of God with the primary responsibility of proclaiming the gospel of Jesus Christ and, as such, is an integral part of the Christian mission and ministry of the corporation,
Young Life shall only employ individuals or enlist volunteer leaders who: (a) profess a belief in Jesus Christ as their personal Savior and Lord; and (b) subscribe to the statements and policies required of all Young Life staff, including the Young Life Statement of Faith. Therefore, employees and volunteers of Young Life, during working and nonworking hours, shall: (i) be ready, willing and able to fulfill such ministry functions as may be required by the organization; (ii) refrain from conduct and statements that detract from the biblical standards taught and supported by Young Life, and (iii) abide by all policies and practices of Young Life including, without limitation, those related to religious belief or ministry activities.

At Young Life, our mission is to introduce adolescents to Jesus Christ and help them grow in their faith. We invite you to join us in this life-changing work, building relationships and creating spaces where young people feel seen, known, and loved.

Field Support Specialist I

Summary:
This position provides comprehensive, mission-wide support to all Young Life staff across enterprise systems, products, and processes, with the expressed purpose to identify, examine, and resolve impediments to operational efficiency. As a member of the Connections (i.e., Help Desk) Team, we promise to be honest and open in our findings and to work with our colleagues to resolve issues as rapidly and completely as we are able.


Essential Duties:

Field Support

Provide comprehensive support to Young Life staff across all enterprise systems, products, and processes.

Track and follow-up on all open cases until resolved. Collect and analyze trends of unresolved cases and provide information updates to staff and volunteers.

Escalate any unresolved cases, which exceed the team’s collective capabilities, to Mission Services subject matter experts and product owners, and monitor to resolution.

Demonstrate skills in communication, analysis, rapid problem-solving, and decision-making.

Develop and promote communication channels, curriculum, and best practices for field support across Mission Services.

Create and maintain self-serve tools, knowledge articles, FAQs, and training materials.

Assist in the identification and/or implementation new support tools and technologies.

Training and Feedback

Proactively develop and deliver training to the Field, Camping, and other Mission Services staff to reduce emergent support loads, topics, or applications.

Support operational training efforts by connecting users to content and learning opportunities, elevating emerging training needs, and providing feedback on effectiveness of current offerings.

Identify and partner with other departments to support training needs for in-person events when required.

Collect, collate, analyze, and report staff and volunteer feedback to the appropriate business analysts.

Provide recommendations for systems, product, and process improvements, to improve operations and decrease administration burden.

Education

Bachelor’s degree in information systems preferred.

Salesforce certifications preferred.

SharePoint certification preferred.

MS Office certification preferred.

Working Conditions

Colorado Springs Service Center or remote office environment.

Possible, but limited, travel.

Qualifications Required for the Job

Must represent Young Life in a professional and courteous manner.

Young Life field staff or volunteer experience preferred.

Experience or demonstrated understanding of Young Life orga