Information Systems Support & Project Manager

Company Overview 

Worksystems, Inc. is a 501(c)3 non-profit organization that pursues and invests resources to improve the quality of the workforce and the lives of workers in the city of Portland, and Multnomah and Washington counties. Our mission is to coordinate a regional workforce system that supports individual prosperity and business competitiveness. We are the area’s most effective means of connecting workforce development funding with the community-based organizations best-positioned to make the most out of it. Worksystems brings together good-faith actors – direct-service providers, government agencies, private-sector enterprises, and community nonprofits – to work toward something that makes us all proud: a closer-knit, more prosperous, more equitable metro region. 

Worksystems is committed to promoting and supporting Justice, Equity, Diversity, and Inclusion in all aspects of our internal and external work. JEDI values are embedded across our internal HR policies and practices, as well as a core indicator of success metrics in our Strategic Plan. Our team is dedicated to increasing our individual awareness, creating more equitable and inclusive spaces for our employees, partners, and jobseekers, and combatting systems of oppression.  

About the Position 

The Information Systems Support & Project Manager sits on the Information Systems team and reports directly to the Information Systems Director. The Information Systems Support & Project Manager’s main priorities are related to supporting the users of our proprietary participant tracking and reporting system, as well as other integrated web-based applications. This position will communicate bugs to developers, help to problem solve, and process change requests.  This position works closely with the Information Systems team, system users, and the Programs team at Worksystems. 

Job Duties:  

System Support:  

• Serves as primary point of contact for user support, addressing users issues through email communication or video calls as needed. 

• Replicates reported errors, problem solves user errors, and elevates system bugs. 

• Reviews and interprets grant rules and policies for a variety of programs and funding streams to help identify and recommend system requirements and solutions.  Identifies system rules that support business rules for compliance. 

• Creates and delivers user training for large project releases and train-the-trainer implementation.  Develop and maintain training materials.  Training may be in-person or virtual settings, and presented live or as pre-recorded sessions.  

• Develops and maintains user documentation.  

• Updates user permissions requested by grant administrators.  Performs user permissions audits to comply with system and regulatory access rules. 

• Performs front-end quality assurance by testing and verifying new development or reported bugs and communicating errors to developers. 

• Conducts regular data validation checks and communicates identified issues to the developer and follow for correction. 

• Receives and reviews change request tickets and adds them to the change management application. Develops and manages stakeholder communications regarding system updates, scheduled maintenance, outages, or other communication needs. 

• Establishes and maintains working relationships with users and other key stakeholders. 

• Provides technical assistance to grant administrators by assessing issues and recommending solutions related to system rule or business process change to limit a data validation error, reports to find specific data for a stakeholder, or additional systems training for grant administrators or other system users. 

Project Management:   

• Meets with various grant administrators and committees to track grant requirements and improve data collection and reporting functions of the system. 

• Provides planning support, review change requests, and clarify stakeholders.  Conducts requirements gathering and review policies and systems rules. 

• Writes work orders to establish the scope of work and communicate changes for developers. 

• Supports developers and seeks solutions where unexpected questions arise. 

• Tests new development independently and then with the change requestor/grant administrator as applicable. Develops training materials and communications as needed. 

• Other duties as assigned by manager or senior staff. 

What You Can Expect to Accomplish in the First 6 Months:  

• Train under the Information Systems Business Analyst.  

• Learn and become proficient in our proprietary database system.  

• Support end users by troubleshooting and replicating system errors and communicating between developers and end users. 

• Setup user permissions. 

• Become familiar with and update existing system user documentation. 

• Assist to process change requests into the ticketing and change management systems. 

• Assist developers by testing development before system release. 

• Assist with other system maintenance projects as assigned. 

Requirements

Minimum Qualifications:  

• Prior experience as front-line technical support for a specific product or application with responsibility for ticket prioritization, response, and escalation. 

• Prior experience providing proactive support resources such as writing support documentation, creating technical training materials, and presenting or recording training sessions.  

• Prior experience with project management frameworks and tools. Has previously managed project management schedules and coordinated with a team to achieve final result. 

• Advanced skills in Office 365: OneDrive, SharePoint, Excel, PowerPoint, and Word.  

• Familiarity with SQL Server Database queries preferred. 

• Familiarity with Oregon workforce development programs and / or nonprofit organizations preferred.  

• Ability to work collaboratively and adapt communication styles to meet user needs.  

• Ability to analyze patterns and diagnose root causes of common issues. 

• Ability to work independently and self-manage deadlines. 

*A note on qualifications: Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job and will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.  

Physical and Sensory Requirements:

• Mostly sedentary work; using standard office equipment including: a computer, keyboard, and telephone.  

• Work environment: flexible, with options to work from home, from the office, or in a hybrid setting. Employees may be asked to attend in-person meetings or spend a day at the office on an occasional basis. 

• Position requires some local travel within the Portland Metro area to partner sites.  

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email cchand-hopkins@worksystems.org. 

Note:  Worksystems employees must live in the state of Oregon or Washington for payroll processing purposes.  Although we operate in a hybrid work environment, proximity to the Portland Metro Area is needed for this role.  Employees may have to attend in-person meetings in the Portland Metro Area.  Sometimes with same-day notice. 

Benefits

Salary & Benefits 

• Starting Salary Expectations: $66,080 -$82,600 (New hires will generally not exceed this range, based on experience and internal equity).  

• Medical (including vision) and dental plans with employer contribution toward monthly premiums 

• 401k plan with up to 6% match, 100% vested at the time of enrollment 

• Generous PTO 

• 4 hours of Volunteer Leave per month 

• 8 free sessions with mental health providers, unlimited free financial coaching, and 25% legal discounts through Canopy EAP 

Application Timeline:  First review of resume’s will be Friday, July 26. After this date, applications will be reviewed on a rolling basis. Position open until filled.