Application Administrator Team Lead

1 week ago

Baltimore, United States Lutheran Immigration and Refugee Service Full time

If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you

Reporting to the Director of Information Technology, the Applications Administrator Team Lead will oversee the day-to-day operations of the IRIS application, manage application support tickets, and mentor a team of application administrators. The ideal candidate will have a strong technical background, proven leadership skills, and experience in application support in a fast-paced environment. This role will ensure timely resolution of support issues, facilitate knowledge sharing across the team, and handle direct support for a Global Refuge custom application (IRIS).

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as Government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

  • medical, dental, and vision available on the first day of employment,
  • professional development, tuition reimbursement,
  • generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays,
  • 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave,
  • company 403(b) contribution of 3%, an additional 7% match which vests immediately,
  • Family Building benefits for reproductive procedures, adoption/foster care assistance, and
  • an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

  • Team Leadership and Mentorship
    • Lead and mentor a team of application administrators to ensure optimal performance.
    • Provide technical guidance and support to team members in handling application issues, troubleshooting, and enhancements.
    • Foster a collaborative and supportive team environment, promoting open communication and continuous improvement.
  • Application Support Management
    • Oversee and manage all support tickets related to the IRIS application, ensuring timely resolution and user satisfaction.
    • Act as the primary point of contact for escalated issues and complex problem-solving.
    • Work closely with users, IT, and business teams to understand issues, gather requirements, and implement solutions.
    • Regularly review support processes and identify opportunities for optimization and automation.
    • Prepare and present regular reports on support metrics and team performance.
    • Develop and implement best practices for application support and knowledge management within the team.
  • Application Support
    • Subject matter expert on assigned custom-built and off-the-shelf applications.
    • Maintain Global Refuge applications, which include managing the bug-fix process, addition of enhancements or new modules, modifying workflows and configurations administering and maintaining databases, querying and/or analyzing application data.
    • Work with users on feature requests, upgrades, migrations, and integrations.
    • Update and maintain both system and user documentation.
    • Provide timely and accurate support for IRIS and other supported systems for internal and external users.
    • Generate reports and database queries using SQL.
    • Plan, coordinate, test, and communicate application changes.
    • Perform deployments of application releases to production.
    • Lead ongoing reviews of business processes and optimization strategies.
    • Coordinate the development and delivery of training on process changes and how to use the software to promote business adoption of system capabilities and features.
    • Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developers and testers to follow.
    • Other duties as assigned.


QUALIFICATIONS

  • Bachelor's Degree and 2 years relevant professional experience OR 4 years relevant professional experience without a degree.
  • At least 1 year experience in a leadership or team lead role.
  • Proven experience with database development, maintenance, and data analysis.
  • Proficient with SQL.
  • Proficient with MS Excel and Word.
  • Experience in being a subject matter expert.
  • Experience with any reporting tool.
  • Desired Skills: SharePoint, Salesforce

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills, and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.

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