Crisis Lines Systems Support Analyst

**Position Title**: Crisis Lines Systems Support Analyst **Status:**Full-Time, Non-Exempt **Reports To:**Crisis Lines Assistant Director of Projects and Administration **Salary:**$25.50 - $32.19 per hour, depending upon experience, project management certifications, and experience. Benefits include: insurance benefits, matching 401k retirement plan, professional development funds, and a free fitbit. Detailed explanation of compensation below. Also, a 2% differential for employees who live and work in Oregon, and a $1/hr. differential for hours worked in the office when regularly working in the office 3 days per week. **Schedule:**Tuesdays – Saturdays, primarily during the Day Shift (8:30-5:00PST) and occasionally supporting urgent staffing needs in the evenings/nights. **Location:**This position offers the flexibility to work fully remotely, with the option to work in person at the Lines for Life office based on employee preference. **Crisis Lines Systems Support Analyst Position Summary:** The Crisis Lines Systems Support Analyst is a confidential position that plays a critical role in supporting the infrastructure, systems, and administrative functions that ensure efficient and effective crisis line operations. This position is responsible for maintaining the functionality of many systems and processes, identifying issues, implementing solutions, and proactively improving processes to support staff and service delivery. This position works with management to create and maintain policy and procedural changes related to crisis lines staffing and labor relations. This role bridges operational support, systems administration, reporting, and staffing coordination to ensure Crisis Lines teams have the tools, information, and scheduling support necessary to provide high-quality, uninterrupted service. **Crisis Lines Systems Support Analyst Roles & Responsibilities:** **Systems & Operational Support** - Serve as a subject matter expert on internal Crisis Lines systems, platforms, and workflows. - Troubleshoot operational issues and implement system fixes or enhancements to resolve current problems and prevent future disruptions. - Monitor systems and processes for inefficiencies, recurring issues, and opportunities for improvement. - Collaborate with leadership and technical teams to optimize operational tools and workflows. - Support implementation, testing, and rollout of new systems, forms, and process improvements. - Develop, review, and maintain Crisis Lines policies and procedures to ensure consistency, efficiency, and regulatory compliance. **SharePoint & Forms Management** - Maintain and update Crisis Lines SharePoint sites to ensure accurate, accessible, and organized information for staff. - Develop, update, and manage electronic and operational forms used by Crisis Lines staff. - Ensure forms and documentation remain current, compliant, and aligned with operational needs. - Improve workflows through automation and streamlined digital processes where applicable. **Reporting & Data Coordination** - Partner closely with the Data Team to maintain and update operational reports and dashboards. - Generate and distribute monthly, quarterly, and annual reports required by internal leadership and external contract partners. - Ensure accuracy, timeliness, and completeness of operational data reporting. - Assist in identifying reporting needs and developing new reports to support operational decision-making. **Staffing & Scheduling Support** - Support Crisis Lines staffing functions, including schedule creation. This includes access to confidential information related to shift bids, incentive strategies, and pending hiring and promotion decisions in order to be able to forecast staffing needs. - Oversee the creation of the Mission Critical Survey and lead communications for the scheduling of mission critical days - Review and support time off and leave requests in alignment with staffing requirements and organizational policies. -…