Casework User Support Associate

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Under limited supervison, serve as a System Operator to ensure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning of our casework system of record. The Casework User Support Associate serves on a team at the nexus of workforce support and system functionality, ensure that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households.

In this role, the Casework User Support Associate will report to the Supervisor, Casework User Support. Responsibilities include supporting casework user support, as well as working with staff and volunteers, and supporting the development of casework user support procedures, tools, and training.

• This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

• Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues.
• Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends.
• Support resolution of IT tickets and RC Care Technical Exceptions.
• Support consolidation and tracking of RC Care user support, case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
• Develop and refine process documentation related to basic RC Care troubleshooting.
• Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month.

Scope:
Individual contributor that works under limited supervision and performs their responsibilities during both steady-state and operational-state periods. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.

• Education:
  
  Bachelor's degree required.
• Experience:
  
  Minimum 3 years of related experience or equivalent combination of education and related experience required.
• Management
  
  Experience:
  
  N/a
• Skills & Abilities:
  Ability to work on a team.
• Travel:
  Travel may be required up to 10%.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and…