Save the Children US
Advisor, Application Support & Operations Analyst (P3)
Save the Children US, Washington, District of Columbia, us, 20022
Advisor, Application Support & Operations Analyst (P3)
Save the Children has been fighting for the rights of children for over a century. Our work, spanning more than 100 countries, focuses on ensuring children have a healthy start in life, access to education, and a safe environment. When you join us, you’re creating positive, irreversible change for children and the future we all share.
The Role As the Advisor, Application Support & Operations Analyst, you’ll support Save the Children’s technology applications and manage system operations.
Location Hybrid – Washington DC, Fairfield, CT, or Lexington, KY office locations.
What You’ll Be Doing (Essential Duties)
Not inclusive of all role responsibilities. May be subject to change.
Customer Application Support
Become the subject‑matter expert on all supported applications and advance expertise of the business use of systems to triage reported issues and requests.
Troubleshoot complex issues for root cause identification, and prepare a root‑cause report to be shared with business stakeholders and senior leadership.
Recreate and validate reported cases guiding less‑senior team members where advanced expertise is needed.
Monitor all communications with software vendors with a primary ownership of identifying root‑cause of reported issues and resolutions required when vendor cause is identified.
Lead the working relationship when partnering with IT colleagues and vendors to deliver systematic and process‑based solutions.
Collaborate with customers on SharePoint page modifications that are necessary to accomplish their business outcomes.
Document solutions and changes to resolve system issues and ensure Application Support team members are informed and trained on any modifications.
Oversee and regularly update service tickets and keep customers updated on open cases until resolution.
Manage and Maintain Application Security
Lead the development and management of security groups within all enterprise applications.
Own the relationship with system owners and other subject‑matter experts to ensure security profiles align with business functions.
Guide internal support staff in managing all password management and security access groups.
Oversee and participate in a cyclical review of Security IDs/Security Groups.
Application/System Monitoring
Manage communications to key stakeholders and leadership when alerts arise.
Be responsible for the overall process of system monitoring along with the scripts and parameters of monitoring software.
Operations
Manage the setup and monitoring of system operational jobs that run 24/7. Review logs to ensure jobs run to completion and/or troubleshoot and reschedule when jobs fail.
Ensure Application Support colleagues are cross‑trained in operational processes as needed for business continuity and reduction of single points of failure.
Collaborate with and mentor all staff in the following areas:
Perform operational configuration changes within applications.
Run/produce/deliver system outputs (i.e. reports, files, etc.) to customers and vendors.
Maintenance and reviews of files/data and processes for accuracy.
Management and maintenance of operation schedules, logs, and files on system applications.
Regular maintenance of system and operational documentation to support application operations.
Project Participation & Support
Lead all critical system upgrades and testing critical processes.
Manage change control processes to ensure new functionality and jobs moved to production are supported.
Take key point of responsibility for all systems enhancements and upgrades with guidance from department management.
Required Qualifications
Minimum of a bachelor’s degree or equivalent experience, plus at least 5 years of relevant experience.
Demonstrated experience in system support.
Must participate in an on‑call rotation schedule for system down issues and occasional after‑hours responsibilities.
Advanced analytical and organizational skills, ability to multitask, organize workloads and assignments, and disciplined time management.
Advanced technical skills with knowledge of SQL.
Advanced written, verbal, and customer service skills.
Advanced problem‑solving skills with demonstrated ability to work independently and adjust to changing priorities quickly.
Comfortable presenting and training to both technical and non‑technical colleagues.
Professional proficiency in the MS Office suite and hands‑on experience and knowledge of various reporting and query tools.
Professional proficiency in spoken and written English.
Must demonstrate a significant level of patience providing support in a cross‑cultural environment.
Preferred Qualifications
Experience in Save the Children’s Enterprise Application stack; Atlassian experience, CRM, Agresso/Business World ERP, or other enterprise applications.
Compensation Save the Children offers the following salary ranges for this position, depending on candidate location:
Geo 1 – NY Metro, DC, and other high‑cost locations: $91,800 – $102,600 base salary.
Geo 2 – National Labor Cost Average locations: $83,725 – $93,575 base salary.
Geo 3 – Below national average locations: $74,800 – $83,600 base salary.
About Us – Benefits
Flexible schedules, generous PTO, 11 paid holidays plus 2 floating holidays, and hybrid working opportunities.
Competitive health, dental, and vision coverage for you and your family.
Paid leaves: caregiver, parental/adoption, critical child illness, and fertility benefits.
Employee rewards program: annual merit increases and/or additional incentives for eligible employees.
Retirement savings plan with employer contributions after one year.
Safety and wellness days: 15 annually (prorated if hired after July 1). Mental health benefits via Calm and company events.
Employee Assistance Program: free and confidential assessments, counseling, referrals, and follow‑up services.
Learning and Growth: access to internal and external learning and development opportunities and mentorships.
Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and protecting the children with whom we are in contact. All representatives are expressly prohibited from engaging in any activity that may result in child abuse.
Save the Children is committed to minimizing safety and security risks for employees, ensuring all receive training, support, and information to reduce risk exposure while maximizing impact for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.
If you require disability assistance with the application or recruitment process, please submit a request to applicantsupport@savechildren.org.
#J-18808-Ljbffr
The Role As the Advisor, Application Support & Operations Analyst, you’ll support Save the Children’s technology applications and manage system operations.
Location Hybrid – Washington DC, Fairfield, CT, or Lexington, KY office locations.
What You’ll Be Doing (Essential Duties)
Not inclusive of all role responsibilities. May be subject to change.
Customer Application Support
Become the subject‑matter expert on all supported applications and advance expertise of the business use of systems to triage reported issues and requests.
Troubleshoot complex issues for root cause identification, and prepare a root‑cause report to be shared with business stakeholders and senior leadership.
Recreate and validate reported cases guiding less‑senior team members where advanced expertise is needed.
Monitor all communications with software vendors with a primary ownership of identifying root‑cause of reported issues and resolutions required when vendor cause is identified.
Lead the working relationship when partnering with IT colleagues and vendors to deliver systematic and process‑based solutions.
Collaborate with customers on SharePoint page modifications that are necessary to accomplish their business outcomes.
Document solutions and changes to resolve system issues and ensure Application Support team members are informed and trained on any modifications.
Oversee and regularly update service tickets and keep customers updated on open cases until resolution.
Manage and Maintain Application Security
Lead the development and management of security groups within all enterprise applications.
Own the relationship with system owners and other subject‑matter experts to ensure security profiles align with business functions.
Guide internal support staff in managing all password management and security access groups.
Oversee and participate in a cyclical review of Security IDs/Security Groups.
Application/System Monitoring
Manage communications to key stakeholders and leadership when alerts arise.
Be responsible for the overall process of system monitoring along with the scripts and parameters of monitoring software.
Operations
Manage the setup and monitoring of system operational jobs that run 24/7. Review logs to ensure jobs run to completion and/or troubleshoot and reschedule when jobs fail.
Ensure Application Support colleagues are cross‑trained in operational processes as needed for business continuity and reduction of single points of failure.
Collaborate with and mentor all staff in the following areas:
Perform operational configuration changes within applications.
Run/produce/deliver system outputs (i.e. reports, files, etc.) to customers and vendors.
Maintenance and reviews of files/data and processes for accuracy.
Management and maintenance of operation schedules, logs, and files on system applications.
Regular maintenance of system and operational documentation to support application operations.
Project Participation & Support
Lead all critical system upgrades and testing critical processes.
Manage change control processes to ensure new functionality and jobs moved to production are supported.
Take key point of responsibility for all systems enhancements and upgrades with guidance from department management.
Required Qualifications
Minimum of a bachelor’s degree or equivalent experience, plus at least 5 years of relevant experience.
Demonstrated experience in system support.
Must participate in an on‑call rotation schedule for system down issues and occasional after‑hours responsibilities.
Advanced analytical and organizational skills, ability to multitask, organize workloads and assignments, and disciplined time management.
Advanced technical skills with knowledge of SQL.
Advanced written, verbal, and customer service skills.
Advanced problem‑solving skills with demonstrated ability to work independently and adjust to changing priorities quickly.
Comfortable presenting and training to both technical and non‑technical colleagues.
Professional proficiency in the MS Office suite and hands‑on experience and knowledge of various reporting and query tools.
Professional proficiency in spoken and written English.
Must demonstrate a significant level of patience providing support in a cross‑cultural environment.
Preferred Qualifications
Experience in Save the Children’s Enterprise Application stack; Atlassian experience, CRM, Agresso/Business World ERP, or other enterprise applications.
Compensation Save the Children offers the following salary ranges for this position, depending on candidate location:
Geo 1 – NY Metro, DC, and other high‑cost locations: $91,800 – $102,600 base salary.
Geo 2 – National Labor Cost Average locations: $83,725 – $93,575 base salary.
Geo 3 – Below national average locations: $74,800 – $83,600 base salary.
About Us – Benefits
Flexible schedules, generous PTO, 11 paid holidays plus 2 floating holidays, and hybrid working opportunities.
Competitive health, dental, and vision coverage for you and your family.
Paid leaves: caregiver, parental/adoption, critical child illness, and fertility benefits.
Employee rewards program: annual merit increases and/or additional incentives for eligible employees.
Retirement savings plan with employer contributions after one year.
Safety and wellness days: 15 annually (prorated if hired after July 1). Mental health benefits via Calm and company events.
Employee Assistance Program: free and confidential assessments, counseling, referrals, and follow‑up services.
Learning and Growth: access to internal and external learning and development opportunities and mentorships.
Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and protecting the children with whom we are in contact. All representatives are expressly prohibited from engaging in any activity that may result in child abuse.
Save the Children is committed to minimizing safety and security risks for employees, ensuring all receive training, support, and information to reduce risk exposure while maximizing impact for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.
If you require disability assistance with the application or recruitment process, please submit a request to applicantsupport@savechildren.org.
#J-18808-Ljbffr