Platform Operations Specialist

Position Type: Full Time Employee 

Location/Time Zone: Remote/based in the U.S.

Reports to: Lead Producer, Tools and Technology

Ideal Start Date: ASAP, estimated late-September 2026

About the Role

Welcome.US is seeking a highly organized, solutions-oriented Platform Operations Specialist to support the day-to-day administration of the technology platforms that power our programs.

This role will support several key platforms, including ServiceNow, Coassemble, and future community or engagement tools. The Platform Operations Specialist will assist with platform access, content updates, data quality, user support, testing, documentation, and the coordination of ongoing platform improvements. This role entails working closely with program teams, the Product Lead, developers, vendors, and platform support teams.. More complex technical issues and major platform decisions will be addressed in partnership with the Product Lead and Welcome.US’s technical partners.

This role is well suited for someone who has experience supporting a complex digital platform and is interested in developing deeper skills in platform administration and product operations. The successful candidate will be comfortable learning new systems, managing detailed work across multiple platforms, and helping technical and nontechnical colleagues work effectively together.

Key Responsibilities

Platform & Product Operations

• Support the day-to-day administration of ServiceNow, Coassemble, and other assigned platforms, including user access, permissions, documentation, data quality, and routine system checks.
• Support platform upgrades, releases, and system changes by preparing and executing tests, documenting results, and tracking issues through resolution.
• Coordinate with the Product Lead, developers, vendors, and support teams to address platform issues, maintenance needs, and technical follow-up.
• Support intake of technology and platform requests by clarifying needs, drafting user stories or requirements, and maintaining development boards and backlogs.
• Track assigned work, surface blockers, and keep documentation and status information current.

Program & Content Support

• Publish, revise, and maintain program content across ServiceNow, Coassemble, and other platforms based on direction from program teams.
• Confirm that content is accurate, consistently formatted, accessible, and functioning as intended.
• Help program teams clarify content, configuration, and platform requests before they move into development or implementation.
• Conduct quality checks following content updates and platform changes.

User Support & Issue Resolution

• Monitor designated support channels and support inboxes for newly reported platform issues.
• Gather relevant details, conduct initial troubleshooting, and resolve or escalate issues as appropriate.
• Submit and manage support cases with ServiceNow, Coassemble, and other vendors through resolution.
• Maintain clear records of reported issues, ownership, status, and outcomes.
• Identify recurring issues and support trends and contribute recommendations for product, content, training, or process improvements.

The Ideal Candidate

The ideal candidate is a detail-oriented, curious problem solver who enjoys supporting digital platforms and helping others use technology successfully. They are comfortable investigating issues, documenting information clearly, coordinating across teams, and following assigned work through completion.

They do not need to be a software developer or an expert ServiceNow administrator. They should, however, be comfortable learning how complex platforms work, conducting structured testing, following established processes, and determining when an issue requires escalation.

Required Skills and Experience

• Two or more years of experience supporting or administering a SaaS platform, CRM, learning management system, case-management system, ticketing platform, or comparable digital system.
• Experience performing hands-on platform work, such as managing users or permissions, updating content or data, troubleshooting issues, conducting testing, documenting processes, or coordinating with technical teams and vendors.
• Ability to gather information from nontechnical stakeholders and translate it into clear requirements, tickets, documentation, or next steps.
• Strong organizational skills, attention to detail, and the ability to manage multiple requests and deadlines.
• Clear written and verbal communication skills and the ability to work effectively with technical and nontechnical colleagues.

Preferred Qualifications

• Direct experience with ServiceNow. 
• Experience supporting platform upgrades, releases, or user acceptance testing.
• Familiarity with product-development workflows, including user stories, acceptance criteria, development backlogs, and release coordination.
• Experience analyzing support trends and recommending improvements to systems, content, training, or processes.
• Experience working in a nonprofit, civic engagement, public-interest, or mission-driven organization.

What Success Looks Like

In the first 12–18 months, the Platform Operations Specialist will:

• Consistently complete routine platform-administration, content, access, testing, and documentation tasks accurately and on schedule.
• Establish a reliable process for triaging, documenting, escalating, and tracking user-reported issues.
• Improve the clarity and completeness of requests submitted to the product and development teams.
• Become proficient in the administration of Welcome.US’s core platforms and independently manage common operational needs.
• Support successful upgrades and releases by executing thorough testing and clearly documenting results.
• Maintain accurate platform content, user access, support records, and administrative documentation.
• Identify recurring issues and contribute practical recommendations for improving platform processes and the user experience.

COMPENSATION AND BENEFITS

Welcome.US offers a generous compensation and benefits package in order to attract and retain top talent.

• Salaries and retirement
• Salaries commensurate with experience and aligned with other organizations of our size
• 401(k) with an employer contribution of 6% of salary available (with no waiting period) for full and part time employees
• Benefits for full-time employees
• Comprehensive health benefits for the employee and dependents, subsidized 85-100% depending on plan choice. Currently health insurance is provided through Justworks and plans are provided through Aetna and Kaiser.
• Benefits for full and part time employees
• Vision benefits through Metlife or Aetna and subsidized at 80%
• Dental benefits through Metlife or Aetna and subsidized at 80%
• Employer paid short and long term disability insurance
• Employer paid life insurance ($10,000)
• Monthly remote work stipend ($75)
• Paid time off for full time employees
• 13 paid holidays
• Winter closure December 26-31
• Flexible paid time off accrued each pay period
• First year of employment: 20 days
• After first year: 30 days
• 16 weeks of paid parental leave

TO APPLY

Welcome.US is committed to building and retaining a talented, diverse, and inclusive team. We strongly encourage people of all races, ethnicities, nationalities, religions, abilities, sexual orientations, and gender identities to apply.

Please submit a cover letter and resume demonstrating how your application reflects the role’s qualifications using this link.

This position will remain open until the right candidate has been identified; however, for priority consideration, candidates are encouraged to submit materials by August 19, 2026.