Advisor, Application Support & Operations Analyst; P3

Advisor, Application Support & Operations Analyst (P3)

Join to apply for the Advisor, Application Support & Operations Analyst (P3) role at Save the Children US

Save the Children
For over 100 years, Save the Children has been fighting for the rights of children. The right to a healthy start in life. To have access to education. To be in a safe environment, protected from harm. We work in some of the world’s hardest‑to‑reach places – over 100 countries, including the U.S. No matter what your role is, when you join Save the Children, you’re creating positive, irreversible change for children, and the future we all share.

As the Advisor, Application Support & Operations Analyst, you’ll be integral to our work in helping vulnerable children achieve a brighter future. You will be part of a dynamic team responsible for supporting Save the Children’s portfolio of technology applications and managing system operations. You will have a deep understanding of operational processes, a proven history of customer service, and the ability to communicate and collaborate effectively at all levels within the organization and with vendors.

You will be a leader within the team for monitoring systems, running system operations, and supporting customers for enterprise applications.

Hybrid – Washington DC, Fairfield, CT or Lexington, KY office locations

• Become the subject matter expert on all applications supported and advance expertise of the business use of systems to triage reported issues and requests
• Troubleshoot complex issues for root cause identification, and preparation of a root cause report to be shared with business stakeholders and senior leadership.
• Recreate and validate reported cases guiding less‑senior team members where advanced expertise is needed.
• Monitor all communications with software vendors with a primary ownership of identifying root‑cause of reported issues and resolutions required when vendor cause is identified.
• Lead the working relationship when partnering with IT colleagues and vendors to deliver systematic and process‑based solutions.
• Collaborate with customers on SharePoint page modifications that are necessary to accomplish their business outcomes.
• Responsible for documenting solutions and changes to resolve system issues and ensuring Application Support team members are informed and trained on any modifications.
• Responsible for overseeing and regularly updating service tickets and keeping customers updated on open cases until resolution.

• Lead the development and management of security groups within all enterprise applications.
• Own the relationship with system owners and other subject matter experts to ensure security profiles align with business functions.
• Guide internal support staff in managing all password management and security access groups.
• Oversee and participate in a cyclical review of Security IDs/Security Groups.

• Manage communications to key stakeholders and leadership when alerts arise.
• Responsible for the overall process of system monitoring along with the scripts and parameters of monitoring software.

• Manage the setup and monitoring of system operational jobs that run 24/7. Review logs to ensure jobs run to completion and/or troubleshoot and reschedule when jobs fail. Guide the responses when such failures occur.
• Ensure Application Support colleagues are cross trained in operational processes as needed for business continuity and reduction of single points of failure.
• Collaborate with and mentor all staff in the following areas:
  • Perform operational configuration changes within applications.
  • Run/produce/deliver system outputs (i.e. Reports, files, etc.) to customers and vendors.
  • Maintenance and reviews of files/data and processes for accuracy.
  • Management and maintenance of operation schedules, logs, and files on system applications.
  • Regular maintenance of system and operational documentation to support application operations.

• Lead all critical system upgrades and testing critical processes.
• Manage…