Software Support Specialist

Are you a highly motivated self-starter who enjoys learning new applications/software and understanding how those technology solutions can better support internal business needs? Do you enjoy working directly with end users to help troubleshoot issues, share best practices, and make configuration-based enhancements? If so, we are looking for you to join our team as a Software Support Specialist, within our Technology Services department.

Working with a small team of product owners/system admins, you will be one of the technical and business process experts for the organization and will: help understand available and upcoming functionality and opportunities for use; support users in getting the data and information needed to be effective in their roles; and contribute to, and advocate for enhancements that will help the company maximize the value of these systems.

Diversified Communications (www.divcom.com) is a global media company, headquartered in Portland, Maine. We connect, educate, and strengthen business communities through market-leading events, digital products, and publications. Our operating divisions and offices are strategically located around the world to provide local expertise and global market access to the industries we serve.

In this role, you'll get to:

• Configure, maintain, and support the organization's portfolio of enterprise business applications, including Salesforce, DocuSign, a2z, and Workfront.
• Contribute to all aspects of system administration including general setup, user management, template/layout management, report creation, data clean-up, and other related activities.
• Triage support requests, assigning work items to the appropriate team member or contributing to them directly.
• Solicit user feedback that will guide the development of new processes, workflows, and enhancements.
• Develop collaborative relationships with internal business units, external consultants, and vendors.
• Create training materials and guides, and depending on the system, conduct training with internal users.
• Communicate best practices, system updates, and new functionality with the goal of driving engagement and adoption with users.
• Act as lead learner to understand new features and functionality and opportunities for incorporating them into existing processes and workflows.
• Test and gather feedback on new processes, and support team in preparing for new releases.

This position requires:

• A knack for understanding technology-based systems; you should have a strong technical aptitude and/or prior experience in the maintenance, support, configuration, or implementation of a widely used SaaS application.
• Understanding of general data requirements within systems and the ability to contribute to the data query and report creation process.
• Eagerness to learn, adapt, and perfect your work. You know how to seek help and can put that help to good use.
• Motivation and ability to work independently. No one needs to push you to excel; it's just who you are.
• Excellent communication, relationship management and interpersonal skills with the ability to communicate clearly and effectively to both technical and business audiences.
• The ability to wear multiple hats and to collaborate with a diverse team.
• Readiness to learn new technologies at lightning speed.
• Ability to organize, prioritize complete activities and meet deadlines daily.
• A strong customer-oriented outlook, with the ability to provide exceptional customer service.
• Ability to understand both the systems requirements and the user experience and be able to consider the needs of both sides.
• Minimum 2-5 years related experience in IT applications support.
• Familiarity with Salesforce is preferred, admin certification is a plus.

This role reports to the Systems Manager within the Technology Services Department.

Flexibility: We will consider a fully remote placement. If local, you have the option to work a hybrid schedule. Two days a week at the office at 121 Free Street in Portland, and three days a week from your home office. The office closes every Friday at 3:00 pm (provided your work is in good standing). We fully support "work/life" balance.