IT Solutions Analyst

Job Purpose

Joining a small yet highly skilled IT department in a fast-paced and innovative environment, the IT Solutions Analyst supports the administration, optimization, and ongoing improvement of enterprise business applications that support organizational operations and service delivery. The position works closely with Finance, Human Resources, and Program Operations teams to gather business requirements, configure and support enterprise applications, improve workflows, maintain data integrity, provide technical support, and assist with technology implementation efforts.

Essential Responsibilities

Application Administration & Support

• Serve as system administrator and primary internal support resource for enterprise applications, including Salesforce (CRM), Dayforce (HCM/Payroll), NetSuite (ERP/Finance), Axiom, Concur, and Ramp.
• Act as Super User / System Master for Salesforce and Dayforce, and as a key support contact for NetSuite, Axiom, Concur, and Ramp, partnering with Finance and vendor teams as needed.
• Serve as the primary liaison between business users and third-party vendors for all supported applications.
• Support system upgrades, enhancements, releases, and vendor coordination activities.
• Manage user access provisioning, roles and permissions, and ongoing data integrity across supported systems.

Workflow Automation & Integrations

• Design, build, and maintain low-code workflow automations (e.g., Salesforce Flow, Power Automate) to streamline processes across Finance, HR, and Program Operations.
• Support integrations and API-based data flows between enterprise systems, ensuring accurate and reliable data exchange.

Requirements & Agile Delivery

• Gather, document, and translate business requirements into functional and technical specifications and/or user stories with acceptance criteria.
• Serve as Scrum Master for assigned application and technology initiatives, promoting Agile best practices and continuous improvement; coordinate issue resolution impacting sprint goals and project timelines.
• Support User Acceptance Testing (UAT) and validate delivered solutions against business requirements.

Technical Support & Documentation

• Provide Tier 1/2 technical support for enterprise applications, triaging and resolving user-reported issues through the organization's ticketing system and within defined service levels.
• Troubleshoot and resolve application, system, and user issues; escalate complex incidents as needed.
• Maintain support documentation and knowledge-base resources for all supported systems.

Other duties

• Contribute to the Trust's success by accepting new assignments, helping team members, learning new skills, and striving to improve team and organization results.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, MIS, Business Administration, or related field, or equivalent experience.
• 3-5 years supporting enterprise applications, HRIS, ERP, CRM, or related technologies.
• Experience with Salesforce and Dayforce required.
• Demonstrated experience with enterprise application administration and configuration.
• Knowledge of APIs, integrations, ETL, reporting, and analytics.
• Experience with workflow automation and low-code platforms (e.g., Salesforce Flow, Power Automate).
• Microsoft 365, Excel, Tableau, and SharePoint skills.
• Knowledge of Agile, Scrum, Kanban, and iterative delivery methodologies.
• Experience supporting a ticketing/help-desk system and working within defined service level agreements (SLAs).

Preferred Qualifications

• Experience with NetSuite, Sage Intacct, Axiom, Concur, Ramp, or similar platforms.
• Experience serving as a Scrum Master, Agile Team Facilitator, Business Analyst, or Product Owner.
• Salesforce certifications (e.g., Administrator, Platform App Builder).
• CSM, CSPO, CCBA, CBAP, or similar certifications.
• Knowledge of HRIS, payroll, finance, and ERP processes.

Job Competencies

Collaboration: Ability to interact effectively with youth, community partners, and multi-disciplinary teams. Knowledge of community resources and services.

Ethical Practice: Model the highest level of ethical behavior, integrity, and social responsibility. Uphold and embody all LT values.

Communication: Clearly convey and receive information and ideas. Engage the listener and invite response and feedback. Demonstrate strong written, oral, and listening skills.

Cultural Competence: Respect and relate well to people from varied backgrounds and sensitive to group differences, grounded in values including Aloha (compassion, empathy, and kindness), 'Imi Na'auao (a constant desire for seeking knowledge; lifelong learner), Po'okele (a desire to perform in excellence), Wiwo'ole (a courageous, brave, and fearless mindset), Pono (understanding the appropriateness of time, place, reason, people, and tools), and Kuleana (a deep sense of responsibility and accountability). Experience working with at-risk youth and ability to apply positive youth development principles to that work.

Relationship Management: Experience working with staff at all levels in a collaborative environment; ability to promote and sustain positive workplace values and relationships.

Interpersonal Skills: Ability to work well under pressure and to remain calm and controlled when faced with challenging situations.

Organization Competencies

• Alignment with Queen's legacy: Understanding and appreciation of Queen Liliuokalani's story, her legacy, and Hawaiian culture is foundational to staff's commitment to working with our Hawaiian children, families, and communities. Demonstrates respect for and appreciation of Hawaiian values, history, and culture, understanding its implication in one's work, fostering meaningful relationships, and embracing the community served.
• Ho'omau i ka 'Imi Na'auao (Continuous Learning and Improvement): Committed to creating and reinforcing an environment of continuous learning and improvement.
• Ho'ike i na Mana'o Pono (Effective Communication): Communicates with those we serve and each other in a consistent manner that results in mutual understanding, harmony, and action.
• No'ono'o loi (Critical Thinking and Problem Solving): Actively and skillfully understands, conceptualizes, applies, analyzes, synthesizes, and/or evaluates information and develops and supports fact-based analyses and recommendations.
• Ho'okumu a'e or 'Imi hakuhia (Innovation): Identifies and integrates creative ideas into new or existing services and promotes effective problem-solving.
• Pilina Ho'ohana a me ka Hana Hilina'i (Building Relationships and Creating Trust): Manages relationships to create optimal opportunities and move the organization forward.
• Alu Like i ka Hana (Teamwork): Works cooperatively and collaboratively with others throughout the organization in alignment with the organization's objectives.
• Ho'onui i ka 'Ike (Capacity Building): Encourages personal growth by exhibiting trust and a belief in the capacity of others.

Travel Requirements

• Ability to travel to kīpuka and other locations, both in and out of state, as required for meetings, conferences, trainings, and events.

Mental and Physical Demands

Ability to lift 25lbs pounds. Requires frequent sitting, bending and standing. Ability to work in a fast-paced and ambiguous environment. Ability to analyze and solve system problems; perform highly detailed work; work on multiple, concurrent tasks with frequent interruptions due to open space work environment and working between two departments.

Terms and Conditions of Employment

As a condition of employment, employee will be subject to LT's policies and procedures.

Job Title: IT Solutions Analyst

Reports to: Director, IT Software Delivery

FLSA Status: FT; Exempt

Aligned Executive: VP and Chief Financial Officer

Kīpuka: Lili'uonamoku

Department: Information Services

Lili'uokalani Trust is an Equal Opportunity Employer. We strive to recruit, train, and retain innovative talent from a diverse candidate pool. All employment decisions will be based on merit, competence, performance, and business needs. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, religion, ancestry, genetic information, citizenship, marital/civil union status, arrest and court record, domestic or sexual violence victim status, credit history, disability or veteran/military status or other applicable legally protected characteristics.