Service Insights Specialist

NORTHERN ILLINOIS FOOD BANK•Geneva, IL

10d•$50,484 - $53,639•Hybrid

About The Position

Northern Illinois Food Bank seeks a motivated candidate to join our team as a Service Insights Specialist. This role supports the organization's mission by enabling agencies to successfully utilize Service Insights programs and platforms. It is a people-centered training and implementation role for someone who can teach software clearly, support data quality, and guide agency staff and volunteers through new technology with patience and confidence. This role focuses on onboarding, in-person & virtual training, user support, data management, and ongoing relationship-building for platforms such as Link2Feed (L2F) and Vivery. This 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, with frequent travel throughout our service area.

Requirements

Bachelor’s degree in a related field or equivalent experience
Ability and willingness to travel regularly throughout Northern Illinois for on-site trainings, agency visits, and implementation support
Experience providing technical support and training for software applications
Strong customer service and problem-solving skills
Experience managing data in spreadsheets, databases, or online systems, including entering, reviewing, cleaning, and interpreting information for accuracy and completeness
Strong interpersonal and communication skills
Ability to document processes and communicate solutions clearly
Proficiency in Microsoft Excel, Outlook, Word, and Google Workspace
Ability to work effectively with multicultural, multigenerational, and remote teams

Nice To Haves

Fluency in Spanish preferred but not required

Responsibilities

Deliver onboarding, training, and user guidance for Link2Feed, Vivery, and other Service Insights platforms.
Document onboarding progress, action items, and implementation updates in designated tracking systems.
Collect, manage, and maintain Agency Agreements, User Agreements, and other required onboarding documentation.
Respond to user support requests by helping agency staff, volunteers, and neighbors navigate platform questions, resolve common user-level issues, and understand when concerns should be escalated.
Provide virtual and in-person technical assistance to member agencies and platform users.
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.
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.