ANALYST, CARE SHARES SUPPORT At CARE USA

CARE is an international NGO with local staff and community partners in more than 90 countries. We create local solutions to poverty and inequality and we seek dignity for everyone every day and during times of crisis. These solutions have a broad range, from clean water to access to education; from microfinance to ensuring that everyone has nutritious food; from agriculture and climate change to disaster response. CARE puts women and girls at the center of everything we do because they have proven to be the best hope for creating lasting change in the world. Our staff live where they work, which makes us effective at understanding the challenges they face. We’ve been doing this for over 70 years, since World War II. It started with the world’s first CARE Package® of food for the post-war hungry in Europe. Our work today is as important as ever, we believe that poverty and inequality are historic injustices that we can end within a generation, for good. If you share our core beliefs: poverty is an injustice; poverty is solvable; and together, we have the power to end it, join us, and fight with CARE.

The CARE Shares Support Analyst will be the front-line support person for CARE Shares, the CARE Confederation’s global knowledge management system. They will ensure support to general users, site owners, and key stakeholders across the organization in their use of CARE Shares. They will provide troubleshooting, guidance, and customer service support.

In order to be able to deliver effective support to the target user group, this position must be able to provide general Tier 1 and 2 support across the tools in Office 365, primarily focused on SharePoint Online Communication sites, but also their relationship to Teams and OneDrive.

This position provides support to CARE Confederation’s user base for CARE Shares. The ability to maintain a positive, friendly, helpful, and proactive attitude are critical, as well as a desire to provide the best and easiest experience possible for end users. Support will occur primarily virtually to staff around the globe, requiring some work outside of regular business hours.

Responsibilities:

• Front line support for CARE Shares.
• Support CARE Shares Site Owners.
• Support CARE Shares End Users.
• Participates in CARE Shares Management Team.

Qualifications:

• 3+ years of supporting users with SharePoint Online.
• 1+ year of supporting users with navigating SharePoint Online, Teams, OneDrive.
• Bachelor degree in the related field.
• Deep knowledge of SharePoint Online and its use as an intelligent intranet, including SharePoint Information Architecture.
• Deep knowledge of Office 365 and the relationships between the tools in it.
• Able to gather user requirements and translate into technical solutions.
• Ability to convey proposed solutions and complex information clearly and accurately to stakeholders and non-technical users.
• Good written and verbal English communication skills.
• Demonstrated ability to collaborate well with others across countries, cultures and languages and develop and maintain positive working relationships.
• Strong desire to succeed and do whatever is necessary to meet deadlines and client commitments.
• Comfort working in a fast-paced, deadline-driven environment.
• Excellent independent, decision-making capabilities and a solution-orientated attitude.
• Exceptional customer service and interpersonal skills.
• Affinity with CARE’s mission and values.