Casework User Support Associate

American Red Cross • Statewide, DC

4d • Onsite

About The Position

Under limited supervision, serve as a System Operator to ensure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning of our casework system of record. The Casework User Support Associate serves on a team at the nexus of workforce support and system functionality, ensure that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households. In this role, the Casework User Support Associate will report to the Supervisor, Casework User Support. Responsibilities include supporting casework user support, as well as working with staff and volunteers, and supporting the development of casework user support procedures, tools, and training. This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

Requirements

• Bachelor's degree required.
• Minimum 3 years of related experience or equivalent combination of education and related experience required.
• Ability to work on a team.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

Nice To Haves

• Travel may be required up to 10%.

Responsibilities

• Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues.
• Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends.
• Support resolution of IT tickets and RC Care Technical Exceptions.
• Support consolidation and tracking of RC Care user support, case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
• Develop and refine process documentation related to basic RC Care troubleshooting.
• Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level