Gleaners Food Bank Seeking Software Support Analyst

Gleaners Food Bank offering a Software Support Analyst position.

Position Purpose: 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.

Position Essential Functions and Responsibilities: To be successful in this role, an individual must be able
to perform in an exemplary manner the functions/responsibilities listed below. Nothing in this description
restricts the right of management to assign or reassign duties and responsibilities to this job at any time,
without notice; however, Gleaners will make reasonable accommodations to enable individuals with
disabilities to perform these functions. This job description is not an employment agreement or contract

Essential Duties and Responsibilities:
 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
 Active participation in staff, departmental, board or board committee meetings as requested
 Other duties as assigned

Skills/Qualifications: The requirements listed below are representative of the education, experience,
knowledge, skills, and/or abilities an individual needs in order to perform this job successfully.

Education and/or Experience:
• 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:
 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

Core Competencies: Job Knowledge & Competency, Safety, Respect & Integrity, Reliability & Accountability,
Communication & Customer Service, Innovation and Teamwork

Work Environment & Physical Demands: The physical demands described here are representative of
those that an individual must meet in order to successfully perform the essential functions of this job. The
work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job. Gleaners will make reasonable accommodations to
enable individuals with disabilities to perform these functions.
 Pushing, pulling, lifting, carrying, and moving 25 pounds 1% of the time
 Office/Warehouse/Distribution environment
 Frequent use of computers
 Noise level in the work environment is usually moderate
 Works independently with minimal supervision
 Fast paced and deadline oriented
 Frequent face-to-face and verbal contact with others
 Exposure to abnormally hot/cold environments
 Fast paced & deadline oriented
 Frequent use of a computer
 Works independently and with others

Click here to apply or go to Gleaners.org, select About Gleaners and then select Careers!

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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

Last Updated: Jun 11, 2025 9:32 AM