Service Insight Specialist

NORTHERN ILLINOIS FOOD BANK•Geneva, IL

3d•$50,484 - $53,639•Hybrid

About The Position

Northern Illinois Food Bank seeks an extraordinarily motivated candidate to join our team as a Service Insights Specialist, supporting the organization’s mission to build community awareness of hunger and strengthen a network that provides nutritious food and essential resources to neighbors with dignity and convenience through the implementation, training, and ongoing support of Service Insights programs and platforms. This role focuses on fostering strong partnerships with member agencies by leading onboarding, providing technical guidance, promoting data quality and operational best practices, and supporting effective use of platforms such as Link2Feed (L2F) and Vivery. The position is highly field-based, spending approximately three to four days per week on-site at member agency locations throughout Northern Illinois, while contributing to broader network engagement and service delivery initiatives as organizational priorities evolve. This Full-Time position is based out of our West Suburban Center (Geneva) location.

Requirements

Bachelor’s degree in a related field or equivalent experience
Experience providing technical support or troubleshooting software applications
Strong customer service and problem-solving skills
Experience working with data in spreadsheets or database systems
Strong interpersonal and communication skills
Ability to document processes and communicate solutions clearly
Proficiency in Microsoft Excel, Outlook, Word, and Google Workspace
Ability to interpret and work with data
Ability to work effectively with multicultural, multigenerational, and remote teams

Nice To Haves

Fluency in Spanish preferred but not required

Responsibilities

Schedule and facilitate Link2Feed Pre-Go Live (PGL) meetings with member agencies.
Lead onboarding discussions related to workflows, intake processes, system setup, user roles, permissions, and technology needs.
Document onboarding progress, action items, and implementation updates in designated tracking systems.
Deliver onboarding, training, and user guidance for Link2Feed, Vivery, and other Service Insights platforms.
Collect, manage, and maintain Agency Agreements, User Agreements, and other required onboarding documentation.
Support agency readiness for system implementation, including training completion, account setup, and go-live preparation.
Respond to support requests and troubleshoot user-level platform issues in a timely and customer-focused manner.
Provide virtual and in-person technical assistance to member agencies and platform users.
Assist neighbors with registration, account access, and platform support across multiple communication channels.
Conduct regular on-site visits to member agencies to provide training, technical assistance, implementation support, and relationship management across the Food Bank's service area.
Support agency account management, navigation, reporting, and general platform utilization within Service Insights systems.
Identify recurring system issues, document solutions, and escalate concerns as appropriate.
Provide ongoing training and support to agency staff and volunteers on platform navigation, intake procedures, reporting, and best practices.
Adapt training and support approaches to meet the language, accessibility, and learning needs of diverse audiences.
Support Neighbor Satisfaction Survey implementation, including setup, distribution, follow-up, and troubleshooting.
Provide guidance on survey collection procedures and promote effective participation by agencies and neighbors.
Support multilingual engagement efforts to improve accessibility and user experience.
Identify and correct data entry errors and assist in maintaining data quality standards across Service Insights platforms.
Monitor data integrity concerns, flag compliance-related issues, and support reporting requirements.
Build and maintain positive relationships with member agencies, partners, and neighbors while delivering responsive and effective support.
Perform other related duties and/or responsibilities as assigned or required.