Service Insights Specialist

Position Overview

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 Link2

Feed (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.

• Schedule and facilitate Link2
  
  Feed 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 Link2
  
  Feed, 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 elevate 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.

• 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
• Fluency in Spanish preferred but not required

• Make a Difference:
  
  Every Role at Northern Illinois Food Bank directly impacts the lives of those we serve.
• Flexible Work Environment:
  
  We Value work-life balance and support flexible work models.
• Comprehensive Benefits:
  
  Enjoy medical, dental, vision, retirement plans, paid time off, and more. This starting range for this position is $50,484 - $53,639/annually, based on skills and experience.
• Growth Opportunities:
  
  Invest in your career with professional development, career mapping, and leadership training.
• Inclusive Culture:
  
  Join a diverse, collaborative team that values equity and belonging.

Northern Illinois Food Bank is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our goal is to attract, develop, retain, and promote a talented diverse workforce where all employees feel a sense of belonging and contribute to a culture that values differences, ideas, and…