IT Case Management Software Specialist

Goodwill of Central and Southern Indiana•Indianapolis, IN

13d•Hybrid

About The Position

The IT Case Management Software Specialist is the primary administrator responsible for the comprehensive configuration, management, support, and optimization of Goodwill Legacy Group’s case management software platform(s), currently CaseWorthy. This role works independently to ensure the system effectively supports the organization’s mission-driven programs and operational requirements. This role provides technical application support, maintains data integrity, configures workflows and system functionality, develops reports, and implements system enhancements. The role also supports integrations, process automation, troubleshooting, and tailored system solutions as needed. As the primary point of contact for program teams, this role facilitates user training, technical troubleshooting, requirements gathering, and strategic application support. This position works closely with program leadership, IT, and software vendors to improve system performance, operational efficiency, and data-driven decision-making. This role reports directly to the Director of Development and Integration.

Requirements

Proven experience in managing, configuring, or supporting case management software platforms, with a strong understanding of system configuration, troubleshooting, and ongoing support.
Oversees multiple workstreams and delivers against complex scopes implementing strategies that outline time, resources, requirements, deadlines, and answers to unexpected events to streamline operations.
Comprehends the needs of the end-user and translates them into network/systems requirements.
Lead projects related to system upgrades, new feature implementations, and process improvements, ensuring that all initiatives align with organizational needs.
Demonstrates the ability to work and communicate with both highly technical and non-technical staff.
Acts as the internal communicator who facilitates a close working relationship between the team and/or end users.
Listens attentively to the specific needs and goals of end users.
Takes complex technical information and disseminates information to non-technical individuals in a respectful, understandable way.
Strong working knowledge of Google Workspace, MS Office and case management software(s).
Skilled at working with a variety of software/hardware systems and demonstrates the ability to learn the required tools.
Defines, implements, and manages structured processes.
Possesses the ability to write, document, maintain, and hold all accountable for policies and procedures.
Trains staff using appropriate training methodologies and motivational techniques to improve job performance and/or knowledge base.
Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs.
Delivers information in person, in writing, and in a digital world.
Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.
Adjusts priorities quickly in response to frequently changing circumstances while maintaining a positive attitude.
Continually assesses tasks and responds to those requiring extra attention.
Foresees and seeks to avoid crisis management.
All candidates must pass a pre-employment background check.
Must have a valid driver’s license, up-to-date auto insurance, and a good driving record.

Nice To Haves

Bachelor’s degree in Information Systems, Business Administration, or a related field.

Responsibilities

Manage and configure case management platform independently, including user roles, security settings, workflows, and system integrations with other software.
Ensure smooth system performance, uptime, and functionality through regular monitoring and troubleshooting.
Serve as the primary point of contact for case management users, providing ongoing training, technical assistance, and resources to ensure effective system use.
Troubleshoot and resolve issues promptly to minimize disruption to program operations.
Generate, customize, and analyze reports to drive data-driven decision-making.
Ensure that data collection within the system aligns with organizational goals and meets reporting requirements.
Proactively identify and address gaps or inefficiencies in system usage.
Collaborate closely with program managers and internal teams to understand system requirements and implement tailored solutions.
Lead projects related to system upgrades, new feature implementations, and process improvements, ensuring that all initiatives align with organizational needs.
Continuously monitor and enhance system performance by identifying areas for improvement, proposing new features, and implementing changes to keep the platform aligned with evolving program needs and best practices.
Coordinate with the IT team to implement system upgrades and patches, ensuring compatibility and stability.
Manage and ensure the integrity of data within the case management (CaseWorthy) system, including data entry, migration, and quality assurance.
Act as the liaison between case management support teams and the organization, effectively communicating updates, system changes, and issues.
Ensure that all stakeholders are informed and aligned regarding system performance and changes.

Benefits

Continuing education and leadership development as well as tuition reimbursement
Comprehensive health plan
Generous paid time off (PTO) and paid holidays
Sabbatical and parental leaves
Life, dental and vision insurance
Short- and long-term disability plans
Nationally recognized preventive health and wellness program
Section 125 pretax health spending account, dependent care spending account, and premiums
Retirement planning options with generous company % match
Eligible for the Public Student Loan Forgiveness (PSLF) program