Impact Support Specialist

Denver Rescue Mission•Denver, CO

About The Position

The Impact Systems Support Specialist maintains and optimizes systems that help Denver Rescue Mission measure program impact and deliver high-quality services. The role provides technical support for the organization’s customer relationship management (CRM) platforms and related applications, including CaseWorthy, Microsoft SQL Server databases, Salesforce, and NetSmart, its electronic health record (EHR) system. It uses SQL and SSRS to support reporting, system reliability, data integrity, and organizational decision-making. The specialist supports EHR configuration and maintenance, assists clinical and program staff, provides end-user training, helps maintain privacy and security compliance, and coordinates upgrades and vendor-related work. The role also supports Salesforce and CaseWorthy maintenance and works with the Impact System Administrator, Salesforce Administrator, Program Department, and other colleagues. The position includes ongoing professional development and a monthly two-hour volunteer shift at a DRM shelter location.

Requirements

Experience working in customer relationship management (CRM) is required.
Two years of experience with SSRS/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; a limited amount of work-related travel may be required.
Must be a Christian who holds to the beliefs set forth 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.

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 alignment with organizational objectives.
Contribute to continuous improvement initiatives using 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.
Support 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 credentials.
Complete a two-hour volunteer shift at a DRM shelter location each month.
Reflect on professional goals with the 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.