Senior Software Specialist

Job Description

Job DescriptionDescription:

We are an all - inclusive organization joined together by a shared commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. As a growing, mission focused, and future-oriented association of YMCAs, the Metro YMCA of the Oranges has an exciting opportunity for a highly motivated, mission-driven, candidate to join our team. We are currently seeking a detail-oriented and proactive Senior Software Specialist to join our team. The Senior Software Specialist plays a pivotal part in ensuring high-quality support, data accuracy, and effective staff training.

Requirements:

Essential Functions:

· Internal Help Desk Oversight: Monitor and manage the internal Pulse CRM ticketing system to ensure efficient tracking, routing and resolution of staff support requests in a timely manner.

· Trend Analysis & Process Improvement: Analyze support ticket trends and collaborate with supervisor to identify and address recurring issues.

· Vendor Coordination: Liaise with Pulse CRM’s technical support and account management teams to escalate and resolve system functionality issues.

· Training Development & Delivery: Design, maintain, and deliver targeted training sessions and materials for staff to ensure effective use of Pulse CRM. Conduct regular training workshops for new and existing staff, including managers, focusing on both technical and operational aspects of the CRM. Evaluate training effectiveness and update training materials and SOPs based on feedback and system changes.

· Data Integrity: Support the ongoing data management and accuracy in the Pulse CRM database.

· Operational Support: Assist the Accounts Receivable and branch teams with membership and program enrollment tasks, including fee adjustments, attendance updates, credits, and chargebacks.

· Documentation & SOP Management: Develop, maintain, and regularly review standard operating procedures for all aspects of Pulse CRM usage, support, and training.

Requirements/Qualifications:

· Bachelor’s degree or equivalent experience.

· Minimum of three years’ experience with operating software and providing support; help desk experience is a plus.

· Strong written and oral communication skills, with the ability to relate to and communicate effectively with users at all levels of the organization.

· Ability to train non-technical users in technical topics.

· High-level understanding of relational databases and the multi-dimensional functionality of operating software.

· Demonstrated project management skills, including stakeholder engagement, needs assessment, and timely project delivery.

· Detail-oriented with strong organizational skills.

· Comfortable communicating in various venues, including public speaking and presentations.

Benefits:

We offer a competitive compensation and benefits package, which includes medical, prescription, dental, and vision coverage. We also offer generous paid time off (PTO), paid sick leave, paid holidays, a legal plan, long-term disability, life insurance, 12% retirement benefits upon eligibility, a 403 (b) plan, an employee assistance program, professional development opportunities, Metro Y program discounts, and complimentary use of YMCA facilities. Full-time employees may be eligible for the Public Service Loan Forgiveness (PSLF) program.

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