Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world's largest circulation magazine, AARP The Magazine and AARP Bulletin.

AARP Foundation is AARP's 501 c3 charitable affiliate. We are a public charity with revenue from federal agencies, corporations, foundations and individuals. AARP Foundation's vision is a country free of poverty where no older person feels vulnerable. Staff are located in Washington DC and throughout the US.

Every year, AARP Foundation helps millions of struggling older adults 50 and over win back opportunity by being a force for change on the most serious issues they face each day. Through the Foundation's many groundbreaking and innovative programs and services, we create and advance effective solutions to meet their basic needs for nutritious food, safe and affordable housing, adequate income and much-needed personal connections.
Summary

The Business Process Analyst role will provide support through business analysis and coordination to help determine business opportunities to increase efficiencies for the Tax-Aide program, the organization's largest program serving 2.6 million individuals through more than 35,000 volunteers. This will be done through business process review, data analysis, best practice identification, and system enhancements and implementation.

The Business Process Analyst focuses on ensuring the smooth operations of the existing functionalities of the Volunteer Portal and Zendesk technology solutions and documents, analyzes and reports bug/fixes and enhancement opportunities related to these two platforms. Zendesk is a support ticketing system solution that has been customized for Tax-Aide to support volunteers. Inquiries received via Zendesk and other means are routed as request tickets to appropriate expert agents through Support Ticketing System. 70+ volunteer support agents (volunteer experts and staff) assist volunteers with their inquiries (3,000/month) on wide range of topics. The Volunteer Portal is built on the Salesforce platform and is an AARP enterprise wide solution where we manage the volunteer cadre, provide tools, resources, and virtual training solutions.
Responsibilities

• Ensure the smooth operations of the existing functionalities of the Volunteer Portal and Zendesk technology solutions and documents, analyzes bugs and recommends solutions related to these two platforms.
• Use JIRA and SNOW as a System Admin for the Volunteer Portal and Zendesk to report enhancements, bugs via SNOW or JIRA tickets, tracking progress, and clearly communicating the progress.
• Support program staff and volunteer national committees through the effective involvement and participation in process redesign efforts of the program including training of staff on new processes and procedures, and reporting on the capacity of the group.
• Actively participate on and provides support to the National Operations Committee and Administrative Specialists as needed.
• Support user acceptance testing (UAT) and other tasks needed from the program associated with the development, administration, training and reporting of its Volunteer Portal and Zendesk applications.
• Participate on the agency-wide Volunteer Portal Business Council Product, Production Support meetings as needed.
• Analyze volunteer usages on operational systems to reduce volunteer leaders' administrative burden by streamlining existing processes (largely but not exclusively through web-based technology utilized by volunteers with vastly varying technological skills and systems).
• Organize and analyze operational data and volunteer queries related to trends, best practices and "pain points."
• Implement triage and the ticket handling performed by volunteers and staff agents on all Operations topics.
• Resolve site tickets to include, new, sites that are moving, or other related tickets.
• Address Send Access Notification tickets to ensure volunteers' access in the Portal.
• Pull, analyze, quality review the required IRS Certification reports from the Portal and submit to the IRS.
• Develop internal standard operating procedures and guides for the Volunteer Portal and Zendesk.
• Plan and manage the activities performed by the team of volunteer/staff content owners, expert group leads, administrators on maintenance and improvement of knowledgebase and individual inquiry supports workflow.
• Refine the process for documentation and publishing of content related to Operations and ensure content are relevant, up to date, and follow standard format.
• Review and approve project requests and determine if the requested project is in alignment with current goals.
• Conduct and/or coordinate agent user administration and training for the Zendesk application.
• Monitor, analyze and enhance ticket handling Service Level Agreement (SLA) metrics identifying issues and resolving.
• Design management reports that allow the program to monitor support activities and assess volunteer needs.
• Support expert group leads and managers with training, quality assurance and analytics.
• Support the development of communication, including status reporting, development and submission of articles for the SMT Roundup, CyberTax and Happenings publications.
• Demonstrates "World Class" cultural attributes and behaviors in all interactions.

Requirements

• Bachelor's degree in Business or related discipline
• 4+ years of experience; or an equivalent combination of training and experience related to the duties of the position.
• Salesforce Systems Administrator certification highly preferred.
• Experienced with supporting large organizations with development and execution of operational process changes.
• Demonstrated ability to work in a fast-paced, matrix environment with a multitude of competing priorities.
• Proven track record in interpreting, compiling and analyzing complex data, and problem identification and solving.
• Preference to take on responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
• Strong communication and project planning skills to include, but not limited to writing and presentation skills.
• Ability and willingness to travel on occasion.

At AARP, the health and well-being of our candidates, employees, and members is a top priority. As a result of the COVID pandemic, all non- essential employees will continue to work remotely through the end of 2020. AARP has established social distancing policies to ensure the safety of our essential employees.
Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.