Impact Support Specialist
About The Position
The Impact Systems Support Specialist maintains and optimizes systems used to measure program impact and support high-quality service delivery. The position provides technical support for Denver Rescue Mission’s customer relationship management platforms and related applications, including CaseWorthy, Microsoft SQL Server databases, Salesforce, and the NetSmart Electronic Health Record. It uses SQL and SSRS to create reports and dashboards, support system changes, maintain data integrity, and help align systems with organizational objectives. The role supports configuration, maintenance, and optimization of the NetSmart EHR, including forms, workflows, user roles, permissions, upgrades, and its API connection to internal forms. It serves as a resource for clinical and program staff, provides training and documentation, and supports compliance with applicable privacy and security regulations. The specialist also provides tier-one and eventually tier-two support for Salesforce and CaseWorthy, and assists system administrators and the Director of Impact and Compliance. The position includes ongoing training and professional development, a monthly two-hour volunteer shift at a DRM shelter, and regular reflection on professional goals and wellness. Limited work-related travel may be required.
Requirements
- Experience working with a customer relationship management (CRM) system is required.
- Two years of experience with SSRS and Microsoft SQL Server.
- Excellent computer and database knowledge.
- Excellent troubleshooting and problem-solving skills.
- Strong interpersonal and communication skills, with the ability to collaborate across departments.
- Active driver's license and ability to meet DRM insurability standards.
- Must be a Christian who holds to the beliefs in the Statement of Faith, expressed through personal testimony and Christian conduct.
Nice To Haves
- Bachelor’s degree in information systems, computer science, or a related field is preferred.
- Credentials such as SQL Server, Salesforce Administrator, or Power BI Data Analyst Associate.
Responsibilities
- Provide technical support for impact systems and related applications, including issue tracking, troubleshooting, and root cause analysis.
- Perform quality assurance testing on technical changes to ensure reliability, accuracy, and performance.
- Support feature additions for CRM, case management, and EHR databases.
- Build and maintain actionable reports and dashboards in SSRS and other platforms.
- Collaborate with the Impact System Administrator to assess risk and support change-management processes.
- Participate in vendor and partner selection for database enhancements and development projects.
- Coordinate and communicate with the Program Department to support database integrity, security, and organizational alignment.
- Contribute to continuous improvement initiatives that use data and technology to improve operational efficiency and service outcomes.
- Support configuration, maintenance, and optimization of the NetSmart EHR, including forms, workflows, user roles, and security permissions.
- Serve as a point of contact for clinical and program staff with EHR questions, and provide end-user training and documentation.
- Support data integrity and compliance with HIPAA, 42 CFR Part 2, and other applicable privacy and security regulations.
- Assist with EHR upgrades, release testing, and vendor coordination.
- Maintain the API connection between NetSmart and DRM internal forms.
- Support tier-one and eventually tier-two Salesforce maintenance case submissions.
- Support the Salesforce Administrator with Salesforce advancement in collaboration with appropriate teams.
- Support tier-one and eventually tier-two CaseWorthy maintenance case submissions.
- Assist the Director of Impact and Compliance with data integrity and compliance for governing contracts.
- Support the Impact System Administrator with case-management system configuration and customization.
- Complete DRM trainings in a timely manner and pursue appropriate professional credentials.
- Complete a two-hour volunteer shift at a DRM shelter location each month.
- Reflect regularly on professional goals with a supervisor and follow through on learning opportunities.
- Identify opportunities to mitigate stress and participate in sustainability and wellness check-ins.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision benefits.
- Vacation, sick time, and holiday pay.
- Paid birthday off and a paid ‘refreshment’ day.
- Tuition reimbursement.
- Child adoption benefits.
- Employer-paid term life insurance, long-term disability, and AD&D.
- Health savings account with employer contribution.
- Flexible spending accounts.
- Paid parental and bereavement leave.
- 401(k) with up to 5% company match.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
