Information Support Process Specialist

Information Support Process Specialist

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal. The Information Support Process Specialist position exists to ensure successful delivery of Relationship Services projects, procedures, and responses and to perform complex duties and functions with responsibility in training, mentoring, and developing team members in the Relationship Services Department. Requires only general direction and refers unusual or complex problems to supervisor.

Essential Duties/Responsibilities

Develops, writes, analyzes, and problem-solves complete end-to-end procedures for the RS Operations and Hope Restored Registration Team

Updates procedures in InFocus as applicable to assignments given by the Working Supervisor and Manager

Contributes using technical writing standards in the InFocus (SiteCore) application to deliver timely and accurate procedures to the FHC

Provides feedback and clarification regarding current and past ministry projects/campaigns to RS Operations management and staff

Provides follow-up support for RS Operations staff and Hope Restored Registration Team in the interpretation of procedures related to the work performed

Responds to FHS and Registrar questions through the Information Support email box, Information Support Salesforce queue, social media platforms, and the DocLink mail and workflow system

Attains pre-determined Service Level Agreements for response time for answering FHS inquiries

Reviews and approves ministry signoffs through the Aprimo application from an Information Support Services perspective, e.g., direct mail devices, galleys, emails, contests, and premium pages

Creates data monitoring activities, based on employee profiles, automated and manual, for both transaction-based data entries as well as written responses (email, letter, and social media channels) for quality assurance purposes

Tests and implements updates and/or fixes to the InFocus application

Assists in selecting new knowledge management applications; tests new applications and assists in implementation of new applications

Participates in annual procedure audits within the InFocus application to ensure continual process and production improvements

Tests new and/or existing systems, applications, and websites; adds new or updated procedure information from testing outcomes into InFocus

Leverages current operational business processes and practices to provide accurate and timely delivery of service support to our constituents

Participates in ensuring that team goals, objectives, and activities support department priorities and objectives

Conducts training on an as needed basis to assist staff with complex procedures

Assists with quality assurance monitoring on an as needed basis, ensuring staff are adhering to procedures

Completes various projects for management as assigned

Maintains best practice usage in all applications used by the FHC

Assists in preparation and maintenance of Hope Restored training material in accordance with procedures

Develops and presents appropriate training seminars for the Hope Restored Team

Trains, mentors, and schedules training for new and current Hope Restored staff, including one-on-one professional development as appropriate

Participates in regular team meetings and Hope Restored Team Meetings

Completes various projects for management as assigned

Develops and delivers Hope Restored course measures of success through course surveys/feedback

Other Duties/Responsibilities

Assists in the development of prototypes

Evaluates the quality of Family Help Specialist letter, phone, e-mail, and social media responses and interacts with management for feedback to staff

Responds to constituents' letters, phone calls, e-mails, chats, social media, and digital engagement posts as necessary

Participates in establishing and maintaining team goals and objectives in support of the process objectives for the team

Works between the hours of 7:00 a.m. to 5:00 p.m. as necessary

May be required to work some evening shifts in support of our international offices or vendors

May be called upon to develop and/or teach simple or extensive training projects for other departments on short notice

Working Environment/Physical Requirements

Office environment

Repetitive keying motion

Sitting for extended periods of time

Viewing dual computer monitor screens for entirety of assigned shift

Hearing and interacting clearly with staff on telephone

Work schedules are subject to change

Occasional holiday and weekend work is required

Job Qualifications/Requirements

Character/Spiritual: Exemplifies Ephesians 5:1-2, Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us... Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age. Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Familys ministry in prayer Prays personally for Focus on the Familys staff and constituents and may occasionally lead in a public prayer Engages in Christian ministry Demonstrates behaviors aligned with FOF core values.

Personal Characteristics: Coachable/teachable; Personable; Diplomatic; Patient; Detail-oriented; Dependable; Flexible Positive; Can-do attitude; Self-managed work-ethic; Servant's heart Approachable Articulate Models servant leadership

Knowledge/Experience: Bachelors Degree or equivalent experience Hope Restored Registration experience preferred 2-4 years of experience as Family Help Specialist at FOF Technical procedure writing experience preferred Previous experience in a Contact Center environment Previous experience as a trainer or educator preferred Previous experience with Salesforce software preferred In-depth knowledge of FOF mission philosophy, values, and objectives In-depth knowledge of FOF standards for mail email and phone response, based on Relationship Services guidelines In-depth knowledge of social media response and philosophy In-depth knowledge of Microsoft Power Point, Teams, Word, and Excel

Skills, Abilities, and Special Talents/Gifts: Ability to communicate clearly, concisely, and persuasively (both orally and in writing) Excellent listening skills Ability to work in a dynamic team environment, remaining flexible with ever-changing priorities Tactful; diplomatic; builds consensus rather than emphasizes differences Ability to see the big picture (end-to-end) as well as the little picture (details) Ability to follow through and follow up Strategic, solution-oriented thinking capabilities Requires only general direction and refers unusual or complex problems to supervisor. Ability to approach problem-solving systematically and creatively, using critical thinking skills Ability to work discreetly with confidential data/information Ability to work with a high degree of autonomy Ability to set up and maintain accurate records Attention to detail and accuracy Ability to handle stress from deadline pressures Strong interpersonal skills: ability to work with all personality styles Proficient in all aspects of social media response and philosophy Proficient in the use of current FOF computer software, including Microsoft Word, Microsoft Excel, Microsoft Vision, and Internet Type 40 wpm

Pay Range: $24.00 to $27.50/hr

Application Materials Required: Cover Letter, Resume/CV

*Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.

Focus on the Family puts a high value on our team members and offers a unique benefit package. Employees scheduled for 20 hours or more per week are eligible for:

• Norton LifeLock ID Theft Coverage
• Legal Shield/ID Shield

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