Role Description

The Program Technology Administrator plays a critical role in supporting both ĒMA’s Headquarters staff and Affiliate organizations by ensuring that all technology systems run smoothly and efficiently. This role requires close collaboration with the direct service teams at both Headquarters and Affiliate locations, as well as with the Impact and Training teams, to ensure the technology infrastructure empowers the entire organization to fulfill its mission. Whether resolving technical issues, facilitating software upgrades, or providing training, you will foster a collaborative and solution-oriented environment across all teams.

Key Objectives

Collaborative Program Software Support for Headquarters, Affiliate, and Cross-Functional Teams

• Serve as the primary point of contact for both Headquarters and Affiliate staff, including direct service teams, providing compassionate, clear technical support for program software via phone, email, or remote assistance.
• Collaborate closely with the Impact and Training teams to ensure program technology supports data collection, reporting, and training delivery across all platforms.
• Build trusting relationships with both teams, ensuring that technical concerns related to program software are addressed efficiently, empowering them to focus on serving vulnerable families.
• Document and manage technical support requests related to program software, ensuring timely and satisfactory resolution within agreed service levels.

Program Software Support & Continuous Improvement

• Provide technical guidance to both Headquarters and Affiliate teams in navigating program-related software applications, collecting feedback to continuously improve the user experience for all staff.
• Coordinate quarterly software upgrades for program systems with cross-functional teams, ensuring a smooth transition with minimal disruption to direct service, training, and impact reporting activities.

Training & Empowerment for Program Software

• Develop user-friendly training materials that empower both Headquarters and Affiliate staff to confidently use IT systems and applications related to program software, in coordination with the Training team.
• Lead virtual training sessions and webinars tailored to the needs of direct service, Impact, and Training teams on program-related technology, fostering a culture of learning and growth across the organization.

Security & Compliance for Program Data

• Implement and uphold ĒMA’s IT security policies, ensuring compliance with data regulations and safeguarding sensitive information related to program technology and operations.
• Promote best practices in program software security, reinforcing our commitment to protecting the families we serve, especially in coordination with the direct service and Impact teams.

Additional Expectations

• Quarterly travel to Headquarters offices
• Minimum travel may be required in support of Affiliate locations

Qualifications and Skills

Required

• Deep alignment with the mission and values of Every Mother’s Advocate, particularly our commitment to relational advocacy and holistic support.
• Proven experience as an IT Administrator or in a similar technical support role, ideally in a help desk or customer service capacity focused on software.
• Strong technical skills in troubleshooting software and program systems issues, coupled with excellent communication skills that make technical concepts accessible to non-technical users.
• Demonstrated organizational and project management abilities, including the capacity to prioritize effectively in a fast-paced environment.

Preferred

• Prior experience working with nonprofits or advocacy groups, with a heart for service and community support.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional).
• Bachelor’s degree in Information Technology, Computer Science, or a related field.