[Hiring] DCS Client Systems Analyst @American Red Cross

Role Description

This is an individual contributor position reporting to the Manager, DCS Client Systems. It supports core DCS client systems (incl. RCCare, SCIA) ensuring systems operate reliably and efficiently. The role partners with cross‑functional teams throughout the solution lifecycle, provides tier 2 technical support, administers systems, develops operational configurations, manages DCS client data and delivers training and guidance to staff and volunteers.

Responsibilities

• Learn and understand DCS business processes and how technology can best ensure the success of DCS users.
• Document, analyze, and clarify DCS requirements and translate into technology artifacts from which technology solutions are developed ensuring adherence to system architecture and software compliance standards.
• Investigate RC Care (Salesforce), Shelter Client Intake Application and other client systems operations-related problems/inquiries and recommend, facilitate and coordinate solutions.
• Present DCS business cases to appropriate BSI and HSIT forums for approval and to initiate the project process.
• Partner with DCS stakeholders to develop a strategic plan to implement the technology vision.
• Work closely with DCS stakeholders to analyze the current and future direction of technology to meet business goals.
• Educate clients about the software and project lifecycles and DCS roles.
• May develop project/portfolio performance metrics to monitor business value over time.
• Participate in all phases of the solution lifecycle and work closely with DCS, BSI and HSIT stakeholders to implement RC Care (Salesforce), Shelter Client Intake Application and other client systems.
• Formulate project functional testing strategies and plans, participate in testing to ensure a technical solution meets the requirements of DCS.
• Facilitate problem resolution between IT and the business, as needed.
• Represent, champion, and balance DCS interests with BSI and HSIT.
• Provide RC Care (Salesforce), Shelter Client Intake Application and other client systems training and guidance to other staff.
• May maintain system updates and modifications.
• Provide end-user support for tier 2 IT tickets for WebEOC, training and leading tier 2 RC Care (Salesforce), Shelter Client Intake Application and other client systems support volunteers.
• Develop and maintain tier 2 IT ticket support processes and workflows.
• Develop and provide technical support for on-demand and planned operational configurations in RC Care (Salesforce), Shelter Client Intake Application and other client systems.
• Support and maintain permissions for provisioning and systems access to RC Care (Salesforce), Shelter Client Intake Application and other client systems.
• Manage manual data migrations for RC Care (Salesforce), Shelter Client Intake Application and other client systems.
• Evaluate, install and customize vendor-supplied or commercial-off-the-shelf boards for RC Care (Salesforce), Shelter Client Intake Application and other client systems.
• May write or edit code in language(s) used by RC Care (Salesforce), Shelter Client Intake Application and other client systems.

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related field required.
• Minimum 4 years of related experience or equivalent combination of education and related experience required.
• Knowledge of techniques related to project/program management, business process redesign, technology awareness, requirements analysis and client relationship management.
• Ability to apply knowledge of systems life cycle, systems integration and data management principles.
• Business acumen with ability to align IT priorities with business objectives.
• Clear and effective writing and documenting skills.
• Ability to work on a team.
• Proficiency with business assessment/modeling tools.
• Travel may be required.

Physical Requirements

• Physical requirements are those present in normal office environment conditions.
• Operational flexibility is required to meet sudden and unpredictable needs.
• Ability to use a personal computer, applicable software, and office equipment for sustained periods of time.
• May include sitting for long periods of time, driving a vehicle, and working under challenging conditions.

Compensation

The starting salary range for this position is $85,000 - $95,000. This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. This role is not eligible for relocation assistance.

Benefits

• Medical, Dental, & Vision Plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition