Technical Product Supervisor, Ronald McDonald House Technology

Team & Role Overview

Ronald McDonald House® is an independent, nonprofit 501(C)(3) organization that cares for families when they have children who are ill or injured. Through a global network of 250+ independently operated Chapters in 60+ countries and regions, we surround families with the resources, services, and support they need, removing barriers so they can be at the heart of their child’s care and ensure the best possible health outcomes.

Ronald McDonald House strives to be part of the solution to the challenges families face when a child needs healthcare, whether that means staying close to a hospitalized child, affording to remain together while a child undergoes treatment far from home, or accessing basic medical and dental care in underserved communities. Through our resources and community partnerships, we help families gain access to healthcare services and stay together during critical moments in their children’s lives.

We are enjoying the flexibility of a hybrid work model, in which Ronald McDonald House Global employees spend part of their week connecting with co-workers in our state-of-the-art McDonald’s headquarters in the booming West Loop of downtown Chicago.

For more information, visit ronaldmcdonaldhouse.org.

Demands for streamlined business processes, increased system/data security, and innovative technology to support the Ronald McDonald House Global organization are growing exponentially. As a Ronald McDonald House Global Technology Team member, this person will influence technology investments and manage critical applications and infrastructure that drive consistency, support collaboration, build capacity, minimize risk and support Ronald McDonald House in achieving its Mission. Additionally, this person will steward strategic vendor relationships, design and implement technology solutions to address functional challenges, and ensure the reliability and sustainability of infrastructure to support Ronald McDonald House organizational excellence.

The Technology Supervisor - Infrastructure, Applications & Data (Chapter & Finance Tech) will play a vital role within the Ronald McDonald House Global Team as the subject matter expert on a subset of Ronald McDonald House Global applications and systems including: Ronald McDonald House Global’s identity and access management (IAM) system, Chapter customer relationship management system (iMIS), the Ronald McDonald House Learning Management system, Salesforce Tableau data visualization application. In conjunction with the Technology Manager, this team member is responsible for collaborating with appropriate stakeholders to design, develop, support and protect scalable, maintainable, and highly available applications/systems and infrastructure to support Ronald McDonald House Global’s business priorities. Day-to-day, this position is responsible for: monitoring technical applications; troubleshooting technology issues; managing third-party vendor relationships, including technical consultants; overseeing security, privacy, governance for respective applications/systems; analyzing business requirements; and performing system upgrades and implementations. 

Duties

Application & Infrastructure Management 
•    Manage a subset of Ronald McDonald House Global applications and systems including performance, optimization, automation, upgrades, enhancements, testing, integration, domain management and security efforts.
•    Support the Technology Manager to suggest, innovate and implement the Ronald McDonald House Technology Roadmap and Annual Plan.
•    Identify and apply risk mitigation strategies to respective applications, systems and infrastructure.
•    Maintain and monitor all applications/systems to ensure uptime and performance, including business continuity preparedness.
•    Monitor and report on key metrics concerning the state of the infrastructure environment, projects and support/operational activities.

Vendor Management
•    Steward strategic vendor relationships; manage contracts and applicable SLAs for respective subset of Ronald McDonald House applications and systems.
•    Contribute to all new projects to ensure that they are properly scoped and executed; collaborate with SMEs to ensure initiative prioritization and completion.

Information Governance and Security
•    Ensure adherence to all Ronald McDonald House data governance policies, procedures and standards. Recommend changes/updates as needed.
•    Develop tools and configure existing applications/systems to support audit and compliance tracking.
•    Monitor respective application and system security. Resolve issues. Ensure all security patches/updates are applied on a routine basis in coordination with technology vendors.
•    Ensure the integrity, security, availability, accessibility and optimal use of Ronald McDonald House data that is managed within respective applications/systems.
•    In coordination with the Ronald McDonald House Global’s Compliance Manager, Ronald McDonald House Global’s Technology Manager and incident response business owner, support the Ronald McDonald House Global’s Incident Response plan(s) as it relates to technology systems, applications and vendors.

Requirements Implementation, Data Reporting and Analytics
•    Collaborate with team to gather business requirements, evaluate options and recommend enhancements or changes to new or existing applications/systems.
•    Assist cross-functional teams with extracting business insights from respective applications/systems to support business needs. 
•    Monitor and analyze results of data hygiene processes, including interfacing with third party data resources (connectors) and internal teams when necessary.  Recommend and execute additional data quality control processes and systems.

Education and Training
•    Create, update and socialize respective system/application documentation and educational resources in coordination with Technology Services & Support team members.
•    Engage in professional development activities by researching technology trends, participating in educational opportunities, and actively participating in technology-related user/networking groups and professional organizations.

Qualifications

Skills and Competencies

• Bachelor’s degree in Computer Science/Engineering, Information Systems or a related information technology field.
• Three to five years of work experience utilizing described skills and competencies including application/system management, technology infrastructure, end-user computing, cybersecurity, cloud computing systems and platforms, and vendor relationship management.  Experience working in a non-profit organization preferred.
• Excellent technical skills including, but not limited to, a knowledge of database languages (SQL), customer relationship management systems (iMIS), web-based technologies (HTML/CSS, SSL, DNS and domain management), server management (Windows), IAM (Okta) and data visualization tools (Tableau).
• Hands-on-experience with infrastructure-as-a-service disciplines including database and networking infrastructure within Azure (including, but not limited to, Virtual Machines and Microsoft 365) and Amazon Web Services (including, but not limited to, EC2 and RDS).
• Able to quickly learn systems, processes, and procedures, grasp technical concepts, and adapt easily to change.  
• Keen sense of curiosity and creativity with demonstrated analytical and problem-solving abilities. Exceptional attention to detail.

• Experience working in a team-oriented, collaborative environment with ability to handle multiple, time-sensitive responsibilities.
• Ability and availability to work irregular or extended hours including nights, weekends and holidays as needed.  Note: Irregular hours are infrequent, but necessary during outages, upgrades, etc.

Compensation

Bonus Eligible: Yes

Long - Term Incentive: No

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $85,014.00 - $106,267.00 per year
 
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.