Casework User Support Associate - AWS Certified CPC Card
Overview
The Casework User Support Associate leads technical exception resolution for the Red Cross casework system. This role reports to the Supervisor, Casework User Support and supports Red Cross Regions and Disaster Recovery Offices. Responsibilities include developing troubleshooting processes and providing direct support to stakeholders. The position offers a unique opportunity to shape system functionality within a humanitarian mission focused on making a lasting impact.
What You'll Do11
- 1Identify and resolve case and user issues as an RC Care System Operator
- 2Provide direct support to Red Cross Regions and Disaster Recovery Offices
- 3Support resolution of IT tickets and RC Care Technical Exceptions
- 4Consolidate and track RC Care user support and case processing trends
- 5Develop and refine process documentation for basic RC Care troubleshooting
- 6Serve on-call rotations for overnight and weekend casework support
- 7Analyze volume projections and make business decisions
- 8Collaborate with Casework Transformation Operations staff
- 9Maintain effective communication across teams and regions
- 10Own and improve workflow efficiency for case management systems
- 11Contribute to strategic planning for system enhancements
Requirements11
- 1Bachelor's degree in Computer Science or related field
- 2Minimum 3 years of experience in casework system administration or similar roles
- 3Expertise with AWS services and Spark/Airflow for data pipeline management
- 4Strong analytical skills for identifying root causes of technical exceptions
- 5Ability to work independently and in a team environment
- 6Travel up to 10 percent of the time for assignments
- 7Proficiency in Microsoft Office Suite and Linux environments
- 8Certification in AWS Certified Solutions Architect or equivalent cloud certification
- 9Experience with ticketing systems and IT service management practices
- 10Excellent written and verbal communication abilities
- 11Commitment to diversity and inclusion principles
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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