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Systems Support Specialist

This job is no longer available

Omaha, NE, USA
Full-time

Effectively plans, manages, and executes the on-line pledge campaigns for ePledge (Andar) and eWay (Frontstream), and identifies enhancements to the process, product, procedures or technologies to improve efficiency, effectiveness, and quality of the campaigns.  Supports business needs with Engagement and Fundraising technologies such as Customer Relationship Management (CRM) and Electronic Giving software.  Supports users of CRM software by providing expert application and data knowledge.  Understands and delivers services supporting business needs and priorities.  This includes database administrative duties such as analysis and maintenance of CRM data, creation of executive campaign statistical reports, and performance of Database Mining Operations (DMO).

Areas of Responsibility: 
  • Fundraising platform Administration
    • Collaborate with Resource Development, Community Impact, Marketing, Accounting, Donor Services, and customers to understand electronic giving needs, configure electronic giving sites accordingly, and achieve successful pledge processing integrations.
    • Manage and prioritize incoming work requests ensuring timely deployment and successful campaigns
    • Track application issues with vendors and communicate issues to key stakeholders, including management, and end users.
    • Test new application features ensuring they are of high quality and meet business needs.
    • Document processes for deploying and maintaining sites, and improve processes by making recommendations and working with others to develop supporting analysis
    • Creates and implements annual on-line plans for the donor companies that utilize these systems including the oversight and implementation of individual company campaigns, materials, documentation, and training.
    • Be the Subject-Matter-Expert (SME) on the systems and consult with others as needed to answer questions, navigate the system, and provide business intelligence.
    • Assists with electronic campaigns 'sales" calls with donor companies.
    • Assists with rolling campaigns which includes account configuration and updating  of websites, copying e-mail packages and customizing into each campaign, communications to potential recipient United Ways in regard to national campaigns, communicating with existing accounts to share new campaign "canned" messages and obtaining campaign dates, update and configure (HTML coding) customized messages such as e-mails, welcome messages, etc.
    • Communicate deadlines and follow up to companies for receipt of data and any messaging customization.
    • Extract and communicate payroll deduction information to Company HR/Payroll Managers.
    • Adds newly eligible agencies and updates information in respective databases.
    • Attend and assist in client meetings for companies utilizing on-line tools or interested in on-line tools and technologies.
    • Establishes and maintains positive and professional relationships with donors, donor companies and colleagues and utilizes effective communication skills to build effective on-line campaigns.
    • Answer inquiries and/or complaints from internal and external customers, donors or donor companies and work effectively and professionally to answer and solve problems.
    • Work with representatives from other United Way organizations to coordinate national
    • Train others on systems and technologies including the building and utilization of reports.
  • CRM System Administration
    • Understand the various Customer Relationship Management (CRM) tools to create, analyze, and implement reports for external and internal customers.
    • Execute data requests for the entire organization as back-up, (e.g., Finance & Operations, Donor Engagement, and Marketing).
    • Be the Subject-Matter-Expert (SME) on the CRM systems and consult with others as needed to answer questions, navigate the system, and provide business intelligence.
    • Monitor various sources for national account data and assist with data conversion, clean-up, and uploads.
    • Document procedures and training on the CRM tools and provide training as needed to the organization.
    • Research other available CRM modules in conjunction with IT and analyze/recommend whether the modules would be of benefit to the organization. If so, then identify productivity or quality improvement opportunities and create Cost/Benefit Analysis to show return on investment of dollars.
  • Identify improvements to the process, product, procedures, or technologies to enhance the efficiency, effectiveness, and quality of the campaigns.
    • Keep current on software and participate in on-line training, webinars, and when possible, attend seminars to keep abreast of industry and system best practices and enhancements.
    • Create and implement projects when necessary to enhance the effectiveness of policies and procedures.
  • Create Reports
    • Create Database2 and other UWM statistical reports as required on a regular basis.
    • Create Campaign statistical reporting as required on a regular basis and import campaign reporting from other organizations. (e.g., UWW, Frontstream, other United Ways).
  • Provide administrative, campaign processing support, and quality audits for the Customer Relationship Management system (Andar). This includes providing administrative support, Campaign Processing support, e.g. receipt, audit, data entry, proof, and close. Be back up for the Senior Analyst for Campaign Operations. Assist in process improvement projects related to campaign processing.
  • Provide front desk support during the off campaign season, to include manning the front desk on a daily basis.
    • Greet all visitors and direct them to the appropriate contacts within the organization, (e.g. 211, Court Referral, staff).
    • Maintain front desk guest and court referral calendars.
    • Follow established Front Desk procedures and make recommendations for changes to improve efficiency.

Marginal Duties and Responsibilities:

  • As needed, document, maintain, and train procedures for on-line campaign processing with Donor Engagement team.
  • Other duties as assigned.

Supervisory Responsibilities:

  • This job has no supervisory responsibilities.
Educational Background: 
Bachelor's degree from four-year College or university in Business, Finance or related field; and five to seven years related experience.
Skills/Experience: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Organization Info

United Way Worldwide

Overview
Headquarters: 
Alexandria, VA, United States
Annual Budget : 
$100-500M
Founded: 
1934
About Us
Mission: 

United Way improves lives by mobilizing the caring power of communities around the world to advance the common good.

United Way fights for the health, education and financial stability of every person in every community. We win by living United. By forging unlikely partnerships. By finding new solutions to old problems. By mobilizing the best resources. And by inspiring individuals to join the fight against their community's most daunting social crises.

Listing Stats

Post Date: 
Jul 25 2019
Active Until: 
Aug 25 2019
Hiring Organization: 
United Way Worldwide
industry: 
Nonprofit