IT Case Management Software Specialist

This is a hybrid position based out of our corporate office located in downtown Indianapolis (the address is 1635 W. Michigan St.) so candidates will still need to live within commuting distance. The general salary range is $60-$75K, including full benefits (below):

The IT Case Management Software Specialist is the primary administrator responsible for the comprehensive configuration, management, support, and optimization of Goodwill Legacy Group’s case management software platform(s), currently CaseWorthy. This role works independently to ensure the system effectively supports the organization’s mission-driven programs and operational requirements.  This role provides technical application support, maintains data integrity, configures workflows and system functionality, develops reports, and implements system enhancements. The role also supports integrations, process automation, troubleshooting, and tailored system solutions as needed.  As the primary point of contact for program teams, this role facilitates user training, technical troubleshooting, requirements gathering, and strategic application support. This position works closely with program leadership, IT, and software vendors to improve system performance, operational efficiency, and data-driven decision-making.  This role reports directly to the Director of Development and Integration.

Example Duties and Activities 

• Manage and configure case management platform independently, including user roles, security settings, workflows, and system integrations with other software. Ensure smooth system performance, uptime, and functionality through regular monitoring and troubleshooting.

• Serve as the primary point of contact for case management users, providing ongoing training, technical assistance, and resources to ensure effective system use. Troubleshoot and resolve issues promptly to minimize disruption to program operations.

•  Generate, customize, and analyze reports to drive data-driven decision-making. Ensure that data collection within the system aligns with organizational goals and meets reporting requirements. Proactively identify and address gaps or inefficiencies in system usage.

• Collaborate closely with program managers and internal teams to understand system requirements and implement tailored solutions. Lead projects related to system upgrades, new feature implementations, and process improvements, ensuring that all initiatives align with organizational needs.

• Continuously monitor and enhance system performance by identifying areas for improvement, proposing new features, and implementing changes to keep the platform aligned with evolving program needs and best practices.

• Coordinate with the IT team to implement system upgrades and patches, ensuring compatibility and stability.

• Manage and ensure the integrity of data within the case management (CaseWorthy) system, including data entry, migration, and quality assurance.

• Act as the liaison between case management support teams and the organization, effectively communicating updates, system changes, and issues. Ensure that all stakeholders are informed and aligned regarding system performance and changes.

Required Competencies 

• Degree and Credential Requirements: NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute.  We believe in continuous learning and professional development.

• Industry Experience- Proven experience in managing, configuring, or supporting case management software platforms, with a strong understanding of system configuration, troubleshooting, and ongoing support.

• Project Management (IT) - Oversees multiple workstreams and delivers against complex scopes implementing strategies that outline time, resources, requirements, deadlines, and answers to unexpected events to streamline operations.  Comprehends the needs of the end-user and translates them into network/systems requirements.  Lead projects related to system upgrades, new feature implementations, and process improvements, ensuring that all initiatives align with organizational needs.

• Liaison - Demonstrates the ability to work and communicate with both highly technical and non-technical staff. Acts as the internal communicator who facilitates a close working relationship between the team and/or end users. Listens attentively to the specific needs and goals of end users. Takes complex technical information and disseminates information to non-technical individuals in a respectful, understandable way.

• Technical Knowledge - Strong working knowledge of Google Workspace, MS Office and case management software(s).  Skilled at working with a variety of software/hardware systems and demonstrates the ability to learn the required tools.

• Process Management - Defines, implements, and manages structured processes.  Possesses the ability to write, document, maintain, and hold all accountable for policies and procedures.  Trains staff using appropriate training methodologies and motivational techniques to improve job performance and/or knowledge base.

• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs. Delivers information in person, in writing, and in a digital world.

• Complex Problem Solving - Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.

• Adaptability - Adjusts priorities quickly in response to frequently changing circumstances while maintaining a positive attitude.  Continually assesses tasks and responds to those requiring extra attention. Foresees and seeks to avoid crisis management.

Preferred Competencies

• Education- Bachelor’s degree in Information Systems, Business Administration, or a related field.

Other Requirements

• Background Screening - All candidates must pass a pre-employment background check.

• Driving - Must have a valid driver’s license, up-to-date auto insurance, and a good driving record.

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement

• Comprehensive health plan

• Generous paid time off (PTO) and paid holidays

• Sabbatical and parental leaves

• Life, dental and vision insurance

• Short- and long-term disability plans

• Nationally recognized preventive health and wellness program

• Section 125 pretax health spending account, dependent care spending account, and premiums

• Retirement planning options with generous company % match

• Eligible for the Public Student Loan Forgiveness (PSLF) program

Mission and Values: click here