VAN Support Analyst
Posted on 3/22/2024
ACLU

1,001-5,000 employees

Non-profit organization advocating for civil rights and liberties.
Company Overview
The ACLU stands out as a leading non-profit organization committed to defending and preserving the individual rights and liberties guaranteed by the Constitution and laws of the United States. Its culture is deeply rooted in action, with a focus on tackling the most pressing civil rights and liberties challenges through nationwide litigation, advocacy, and public education. The ACLU's competitive advantage lies in its Systemic Equality agenda, which actively works to end discriminatory policies and practices that disproportionately impact Black communities, thereby fostering a more equitable society.
Social Impact

Company Stage

Seed

Total Funding

$120K

Founded

1920

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

11%

2 year growth

12%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Zendesk
Asana
CategoriesNew
Customer Success & Support
Customer Success
Customer Support
Requirements
  • Demonstrated experience carrying out support work in enterprise-wide applications
  • Experience providing support on CRM Systems (VAN/EveryAction experience highly preferred, but not required)
  • Strong familiarity with collaboration and work tracking tools like Slack, Asana, Zendesk
  • Some understanding of database software like Redshift and API integrations
Responsibilities
  • Lead the resolution and mitigation of technical issues with the nationwide VMS
  • Develop and socialize service level agreements to communicate the status of VMS application issues
  • As deployments and updates to the VMS occur, develop release documentation and socialize with critical stakeholders
  • Partner with the VMS community manager to provide excellent internal support for the VMS product, including system access and bulk uploads
  • With the VMS business owner, manage and support access to the Voter File in VAN
  • Develop a technical admin guide and, with the Data Operations Director, maintain a data dictionary for asynchronous use
  • Work with colleagues on the technology team to ensure transparency and accountability in the issue remediation workflow and processes
  • Support the VMS software engineer and data analyst in the maintenance and prioritization of the product backlog
  • In close collaboration with the VMS software engineer and senior data analyst, as well as business stakeholders, develop and document VMS product requirements and business processes as required by the Director of Product Management
  • Work with colleagues on the technology and NPAD program teams – particularly the VMS Project Manager, Software Engineer and Data Operations Director – to facilitate and ensure successful user acceptance testing (UAT)
  • Support the VMS core team with change management activities based on new business processes and business functions