Information Support Process Specialist

Focus on the Family•Colorado Springs, CO

4d•$24 - $28

About The Position

The Information Support Process Specialist position exists to ensure successful delivery of Relationship Services projects, procedures, and responses and to perform complex duties and functions with responsibility in training, mentoring, and developing team members in the Relationship Services Department. Requires only general direction and refers unusual or complex problems to supervisor. Essential Duties/Responsibilities: Develops, writes, analyzes, and problem-solves complete end-to-end procedures for the RS Operations and Hope Restored Registration Team Updates procedures in InFocus as applicable to assignments given by the Working Supervisor and Manager Contributes using technical writing standards in the InFocus (SiteCore) application to deliver timely and accurate procedures to the FHC Provides feedback and clarification regarding current and past ministry projects/campaigns to RS Operations management and staff Provides follow-up support for RS Operations staff and Hope Restored Registration Team in the interpretation of procedures related to the work performed Responds to FHS and Registrar questions through the Information Support email box, Information Support Salesforce queue, social media platforms, and the DocLink mail and workflow system Attains pre-determined Service Level Agreements for response time for answering FHS inquiries Reviews and approves ministry signoffs through the Aprimo application from an Information Support Services perspective, e.g., direct mail devices, galleys, emails, contests, and premium pages Creates data monitoring activities, based on employee profiles, automated and manual, for both transaction-based data entries as well as written responses (email, letter, and social media channels) for quality assurance purposes Tests and implements updates and/or fixes to the InFocus application Assists in selecting new knowledge management applications; tests new applications and assists in implementation of new applications Participates in annual procedure audits within the InFocus application to ensure continual process and production improvements Tests new and/or existing systems, applications, and websites; adds new or updated procedure information from testing outcomes into InFocus Leverages current operational business processes and practices to provide accurate and timely delivery of service support to our constituents Participates in ensuring that team goals, objectives, and activities support department priorities and objectives Conducts training on an as needed basis to assist staff with complex procedures Assists with quality assurance monitoring on an as needed basis, ensuring staff are adhering to procedures Completes various projects for management as assigned Maintains “best practice” usage in all applications used by the FHC Assists in preparation and maintenance of Hope Restored training material in accordance with procedures Develops and presents appropriate training seminars for the Hope Restored Team Trains, mentors, and schedules training for new and current Hope Restored staff, including one-on-one professional development as appropriate Participates in regular team meetings and Hope Restored Team Meetings Completes various projects for management as assigned Develops and delivers Hope Restored course measures of success through course surveys/feedback Other Duties/Responsibilities: Assists in the development of prototypes Evaluates the quality of Family Help Specialist letter, phone, e-mail, and social media responses and interacts with management for feedback to staffResponds to constituents' letters, phone calls, e-mails, chats, social media, and digital engagement posts as necessary Participates in establishing and maintaining team goals and objectives in support of the process objectives for the team Works between the hours of 7:00 a.m. to 5:00 p.m. as necessary May be required to work some evening shifts in support of our international offices or vendors May be called upon to develop and/or teach simple or extensive training projects for other departments on short notice Performs other duties as assigned

Requirements

Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us…”
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Coachable/teachable
Personable
Diplomatic
Patient
Detail-oriented
Dependable
Flexible
Positive
Can-do attitude
Self-managed work-ethic
Servant’s heart
Approachable
Articulate
Models servant leadership
Bachelor's Degree or equivalent experience
2-4 years of experience as Family Help Specialist at FOF
In-depth knowledge of FOF mission philosophy, values, and objectives
In-depth knowledge of FOF standards for mail email and phone response, based on Relationship Services guidelines
In-depth knowledge of social media response and philosophy
In-depth knowledge of Microsoft Power Point, Teams, Word, and Excel
Ability to communicate clearly, concisely, and persuasively (both orally and in writing)
Excellent listening skills
Ability to work in a dynamic team environment, remaining flexible with ever-changing priorities
Tactful; diplomatic; builds consensus rather than emphasizes differences
Ability to see the big picture (end-to-end) as well as the little picture (details)
Ability to follow through and follow up
Strategic, solution-oriented thinking capabilities
Requires only general direction and refers unusual or complex problems to supervisor.
Ability to approach problem solving systematically and creatively, using critical –thinking skills
Ability to work discreetly with confidential data/information
Ability to work with a high degree of autonomy
Ability to set up and maintain accurate records
Attention to detail and accuracy
Ability to handle stress from deadline pressures
Strong interpersonal skills: ability to work with all personality styles
Proficient in all aspects of social media response and philosophy
Proficient in the use of current FOF computer software, including Microsoft Word, Microsoft Excel, Microsoft Vision, and Internet
Type 40 wpm

Nice To Haves

Hope Restored Registration experience preferred
Technical procedure writing experience preferred
Previous experience in a Contact Center environment
Previous experience as a trainer or educator preferred
Previous experience with Salesforce software preferred

Responsibilities

Develops, writes, analyzes, and problem-solves complete end-to-end procedures for the RS Operations and Hope Restored Registration Team
Updates procedures in InFocus as applicable to assignments given by the Working Supervisor and Manager
Contributes using technical writing standards in the InFocus (SiteCore) application to deliver timely and accurate procedures to the FHC
Provides feedback and clarification regarding current and past ministry projects/campaigns to RS Operations management and staff
Provides follow-up support for RS Operations staff and Hope Restored Registration Team in the interpretation of procedures related to the work performed
Responds to FHS and Registrar questions through the Information Support email box, Information Support Salesforce queue, social media platforms, and the DocLink mail and workflow system
Attains pre-determined Service Level Agreements for response time for answering FHS inquiries
Reviews and approves ministry signoffs through the Aprimo application from an Information Support Services perspective, e.g., direct mail devices, galleys, emails, contests, and premium pages
Creates data monitoring activities, based on employee profiles, automated and manual, for both transaction-based data entries as well as written responses (email, letter, and social media channels) for quality assurance purposes
Tests and implements updates and/or fixes to the InFocus application
Assists in selecting new knowledge management applications; tests new applications and assists in implementation of new applications
Participates in annual procedure audits within the InFocus application to ensure continual process and production improvements
Tests new and/or existing systems, applications, and websites; adds new or updated procedure information from testing outcomes into InFocus
Leverages current operational business processes and practices to provide accurate and timely delivery of service support to our constituents
Participates in ensuring that team goals, objectives, and activities support department priorities and objectives
Conducts training on an as needed basis to assist staff with complex procedures
Assists with quality assurance monitoring on an as needed basis, ensuring staff are adhering to procedures
Completes various projects for management as assigned
Maintains “best practice” usage in all applications used by the FHC
Assists in preparation and maintenance of Hope Restored training material in accordance with procedures
Develops and presents appropriate training seminars for the Hope Restored Team
Trains, mentors, and schedules training for new and current Hope Restored staff, including one-on-one professional development as appropriate
Participates in regular team meetings and Hope Restored Team Meetings
Completes various projects for management as assigned
Develops and delivers Hope Restored course measures of success through course surveys/feedback
Assists in the development of prototypes
Evaluates the quality of Family Help Specialist letter, phone, e-mail, and social media responses and interacts with management for feedback to staff
Responds to constituents' letters, phone calls, e-mails, chats, social media, and digital engagement posts as necessary
Participates in establishing and maintaining team goals and objectives in support of the process objectives for the team
Works between the hours of 7:00 a.m. to 5:00 p.m. as necessary
May be required to work some evening shifts in support of our international offices or vendors
May be called upon to develop and/or teach simple or extensive training projects for other departments on short notice
Performs other duties as assigned