The Field Service Associate (FSA) will provide project coordination, help desk support to volunteers on operation systems; enhance Tax-Aide’s e-learning course offerings for operation systems, and training materials development. Additionally, this role will work closely with Tax-Aide Operations team to coordinate and provide business support to determine business opportunities for increase efficiencies for the program.
Areas of Responsibility:
Project Coordination
- Coordinate the development of e-learning courses to be included in the Volunteer Portal, which will include collaborating with various Tax-Aide team members, volunteers and vendors.
- Actively work on the instructional design and course development for systems related e-learning courses associated with the National Operations Committee.
- Ensure the development of associated statement of work for all aspects of the e-learning courses.
Help Desk Support
- Triage support tickets to the appropriate groups within the programs; review and process tax site data requests, and system support tickets.
- Coordinate with ticket system vendor (Zendesk) to ensure Tax-Aide ticketing system continues to meet the needs of the program, which includes understanding and incorporating new functionalities and reporting capabilities.
- Ensure the development of updated scope of work to capture core work, user levels, and enhancements.
Operational Training Materials
- Working closely with volunteer leaders create, revise, and maintain the process procedures training materials for the Volunteer Portal.
- Responsible for the organization of the materials for systems training section of the Tax-Aide Resource Library located in the Volunteer Portal ensuring that materials are relevant and updated annually.
- Support the development and rollout of training materials for national meetings including State Leadership Training, and Regional Meetings
Volunteer Portal
- Actively participate in user testing meetings connected to operation systems to ensure an enhance experience and adoption of new functionalities.
- Support Volunteer Portal activities at a delegate or system admin level.
Meetings
- Actively participate in Foundation All staff meetings and AARP Enterprise wide required meetings.
- Attend regular one on one meetings with supervisor.
- Actively and consistently participate in Tax-Aide’s Operations Team, National Operations Committee associated meetings, and Tax-Aide All team meetings
Educational Background:
Bachelor’s Degree or equivalent required.
Skills/Experience:
- At least 2 years of proven work experience supporting help desk, contact center and development of training materials.
- Exhibit a heightened sense of accountability to internal and external stakeholders and for outcomes created.
- Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
- Candidate must be proficient with Microsoft Office and have some knowledge of: Smartsheet, LogMein Rescue Technician Console, Brainshark, Salesforce, and JIRA software tools.
- Strong analytical, critical thinking, written and verbal communication and problem solving skills.
- Ability and willingness to travel.
Compensation/Benefits:
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 21 2019
Active Until:
Jul 21 2019
Hiring Organization:
AARP
industry:
Nonprofit