Software Support Analyst

Job Description Job Description Gleaners Food Bank of Indiana is the state’s largest hunger relief organization and one of the leading food banks in the Feeding America Network. In additional to vital hunger relief programs in our 21-county service area, we also operate Fresh Connect Central, a regional produce cooperative for Feeding America, serve as a contract reclamation site for Kroger Central Division, and are a staging site for FEMA disaster response. Position Purpose of the Software Support Analyst : The Software Support Analyst is responsible for managing daily customer service activities for Gleaners’ proprietary, custom-built eCommerce platform, known as Groceries2Go, including troubleshooting software and hardware issues in real time, documenting customer service requests, and leading internal User Acceptance Testing processes The analyst will be the first point of contact for Groceries2Go customer service, working with the Groceries2Go Product Owner and Gleaners’ software development firm to ensure Groceries2Go software operations are running consistently and smoothly. All responsibilities and duties will further Gleaners’ mission to be a leader in the fight against hunger. On-Site in Indianapolis, Indiana- we don't offer relocation Medical, Dental & Other Supplemental Insurance Learning & Development Opportunities Generous Paid Time Off, Holidays, Volunteer Days & Birthday Company paid vision, long-term disability, $50,000 life AD&D Paid Life and Long-Term Disability Insurance Maternal, parental & caregiver leave On-site Gym Wellness programs 403(b) Plan with up to 4% match Monthly attendance bonus Earn up to 10% incentive pay Apparel allowance Essential Functions of the Software Support Analyst: Manage Groceries2Go software customer service operations by documenting, prioritizing, and providing prompt responses for all Groceries2Go-related customer service requests Coordinate with Groceries2Go-related vendors, including Gleaners’ software development partner as needed to troubleshoot and resolve all customer service tickets Schedule and lead User Acceptance Testing (UAT) sessions with groups of internal stakeholders to test and gather/document feedback on new Groceries2Go features Collaborate and contribute in planning upcoming software features and releases Collaborate with all Gleaners team departments to ensure organizational efficiencies Education and/or Experience of the Software Support Analyst: Equivalent experience or Associates or Bachelor’s Degree in computer Science, Information Technology, or related field is preferred Prior experience in customer service desired Other Skills and Abilities of the Software Support Analyst: Well versed in Microsoft Excel, Word, Outlook, and Google Suite Knowledge of Project Management Software is a plus Ability to troubleshoot label printers, tablets, and other office hardware Strong organizational, interpersonal, and relationship management skills Strong problem-solving skills Detail oriented Ability to work with people of diverse backgrounds Please go to our career site for full job description at www.gleaners.org/hiring Gleaners Food Bank is an Equal Employment Opportunity Employer and provides equal opportunities for employment and advancement for all individuals, without regard to race, color, national origin, religion, sex, gender identity, gender expression, sexual orientation, disability, age, marital status, family/parental status, pregnancy, leave status, genetic information, veteran status, creed, citizenship status, income derived from a public assistance program, political beliefs, reprisal or retaliation for prior civil rights activity, or any other status or category protected by applicable federal, state, or local law.

Location: Indianapolis, IN, US

Posted Date: 4/19/2025