Technical Customer Service Specialist- ChMS

Job Title

Supports the successful implementation, adoption, governance, and ongoing improvement of the Church Management System (ChMS) across parishes and Curia offices.

Serves as a liaison among parishes, Curia offices, the Department of Technology, and Pushpay to coordinate support, training, issue escalation, and communications.

Promotes consistent use of core ChMS functionality, data standards, reporting practices, and parish-facing technology processes.

Serve as a passionate advocate for Pushpay ParishStaq and related parish technology solutions, promoting their value and encouraging adoption across parishes and Curia offices.

Build enthusiasm for effective ChMS utilization by sharing best practices, success stories, and practical use cases that improve ministry, stewardship, reporting, and parish operations.

Act as a trusted technology ambassador, fostering strong relationships with parish staff and leaders while helping them embrace system capabilities and process improvements.

Duties/Responsibilities

Coordinate parish onboarding and implementation activities for Pushpay ParishStaq, including readiness follow-up, stakeholder communication, and implementation milestone tracking.

Develop and support adoption strategies, training sessions, office hours, workshops, quick-reference materials, and user communications for parish and Curia audiences.

Triage support requests, bugs, enhancement requests, and configuration questions; clarify business impact and route items to the appropriate internal or vendor owner.

Track support trends, recurring issues, escalations, release updates, workaround communications, and resolution status for affected stakeholders.

Define and maintain ChMS policies, standards, naming conventions, user access practices, data-entry expectations, operating procedures, and approved best practices.

Maintain and prioritize an enhancement backlog in partnership with Technology, operational stakeholders, and Pushpay.

Coordinate ChMS integration needs with approved third-party platforms, including financial systems, online giving, analytics/reporting tools, data warehouse resources, and other parish or Curia business applications.

Document integration requirements, data flows, ownership expectations, support boundaries, and escalation paths to reduce operational risk and improve cross-system reliability.

Monitor adoption metrics, support metrics, data-quality indicators, implementation progress, usage trends, and recurring process pain points.

Translate ministry needs into practical ChMS workflows, reports, integrations, and support practices that help parishes better know, serve, and accompany people.

Supervisory Responsibilities

This position does not have direct supervisory responsibilities.

Required Knowledge/Skills/Abilities

Strong communication, facilitation, documentation, training, and relationship-management skills.

Ability to triage issues, manage competing priorities, follow through on escalations, and communicate status clearly.

Analytical mindset with the ability to identify patterns, diagnose process gaps, and recommend practical improvements.

Comfort working with both technical teams and non-technical end users across multiple parishes, departments, or organizations.

Working knowledge of third-party system integrations, data exchange concepts, reporting dependencies, and the operational impact of financial, analytics, online giving, or CRM-related integrations.

Knowledge of software implementation, application administration, customer success, business systems support, nonprofit technology, parish operations, or related disciplines.

Education and Experience Requirements

Bachelor's degree or equivalent professional experience required.

Three to five years of experience in software implementation, customer success, application administration, business systems support, nonprofit technology, parish operations, or a related field required.

Experience supporting stakeholders across multiple locations, departments, business units, or organizations required.

Experience with Pushpay ParishStaq, ParishSOFT, Church Management Systems, CRM systems, donor management platforms, third-party integrations, financial systems, analytics/reporting platforms, Catholic parish operations, change management, reporting, dashboards, vendor coordination, or enterprise application governance preferred.

Physical Requirements

Prolonged sitting at a desk with repetitive motion working on a computer.

Must be able to lift up to 15 pounds at a time.

May involve some standing, bending, and walking.

Travel Requirements

Must have a valid driver's license, safe driving record, reliable transportation, and ability to travel throughout the Archdiocese of Detroit as needed for parish onboarding, training, stakeholder meetings, and support activities.

Additional Requirements

Must agree, upon acceptance of an offer of employment with the Archdiocese of Detroit, not to engage in, nor to endorse, any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality.

Must demonstrate understanding, respect and support for Roman Catholic Church teaching, mission and values.

Must have knowledge of the Roman Catholic faith, its institutions, policies and practices.

Must maintain strict confidentiality regarding any archdiocesan information gained within the Archdiocese of Detroit, especially highly sensitive material such as protected Personally Identifiable Information and financial information.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement

The Archdiocese of Detroit is an equal opportunity employer and does not illegally discriminate based on race, color, religion, national origin, sex, age, disability, height, weight, genetic information, or marital or other legally protected status. The Archdiocese of Detroit is committed to achieving excellence through cultural diversity and encourages applications and/or nominations of women, persons of color, veterans, and persons with disabilities.