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Applications Support Specialist

San Francisco

About the Foundation

The James Irvine Foundation is a private, nonprofit grantmaking foundation dedicated to expanding opportunity for the people of California. The Foundation’s current focus is a California where all low-income workers have the power to advance economically. Since 1937 the Foundation has provided more than $2 billion in grants to organizations throughout California. With about $3 billion in assets, the Foundation made grants of $109 million in 2020. We have about 55 staff across two offices, one in San Francisco and the other in Los Angeles. The Irvine Foundation is committed, internally and externally, to the values of accountability, curiosity, empathy, equity, nimbleness, partnership, and transparency.

Position Summary

Reporting to the Director of Technology, the Application Support Specialist is responsible for providing hands-on production support for critical operational systems and helping with special projects. This role requires a technical skillset, service provider oversight, and cross-functional team relationship management.  This role will work closely with both inexperienced users and computer-savvy users in Office 365, MS Teams, Box, Zoom, Salesforce, NetSuite, and other applications, reducing technical information to simple language. Responsible for delivering clear, concise, timely communication to staff to ensure their confidence in our team’s passion to provide a proactive and quality customer experience.  This position requires strong analytical skills, and problem-solving abilities.

This role demands an ability to work in a team-oriented, collaborative environment; experience with troubleshooting principles, methodologies, and issue resolution techniques; ability to absorb new ideas and concepts quickly; and the ability to plan workflow, handle multiple tasks simultaneously, meet deadlines, and provide consistent follow-through.

Principal Duties and Responsibilities

  • Manage Incident management in Zendesk
  • Resolve incidents using defined service level agreements
  • Assist with special projects for cross-functional team adoption of key systems, or solutions
  • Be the key contact for technical on-boarding new employees
  • Consult with functional users, technical staff, and extended support organizations for resolution of all application-related issues
  • Assist end-user development of ad-hoc queries and reports
  • Document applications and develop how to training material for end-users
  • QA test plans and evaluate test results for application implementations, modifications, or upgrades
  • Support mobile and remote staff with applications issues
  • Document issues and resolutions for future reference
  • Complete projects and upgrades as assigned by the Director of Technology using a right sized project management methodology

Minimum Qualifications

  • 3 to 5 years of experience providing customer technical support (Tier 2)
  • 1 to 2 years with SQL and one or more programming or scripting language
  • 1 to 2 years of experience in Salesforce, Box, Netsuite
  • Good understanding and working knowledge of SSO, SAAS, open source, web site development, and social media integration

Skills and Abilities

  • Exceptional written/verbal communication skills. Ability to effectively present information to technical and non-technical stakeholders.
  • Experience working in a team-oriented, collaborative environment.
  • Must be attentive to details.
  • Be available during non-working hours when needed for critical incidents or during production release.
  • Experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Ability to absorb new ideas and concepts quickly.
  • Ability to plan workflow, handle multiple tasks simultaneously, meet office deadlines, and follow-through are essential
Position Details

Reports to: Director of Technology

Status: Non-Exempt

Application Deadline: May 16, 2021

Apply Now

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