4040 - Technology Support Specialist - Advancement

POSITION IDENTIFICATION

TITLE 4040 Technology Support Specialist - Advancement

CLASSIFICATION NUMBER 4040

GRADE 32

CLASSIFICATION Exempt

Immediate Supervisor: Business Process & Reporting Analyst – Advancement

General Function

The Advancement Technology Support Specialist promotes effective use of the various administrative advancement systems and technologies used within the University Advancement division by providing data maintenance, technical support, troubleshooting, process documentation, training and quality customer service to both campus and departmental users. The Advancement Technology Support Specialist uses a knowledge of the functional and technical aspects of the customer relationship management system software to maintain data integrity and usage efficiency. The Advancement Technology Support Specialist provides additional technology support by providing hardware support.

Minimum Acceptable Qualifications

Education: A bachelor’s degree is required. A major in accounting, business or computer information systems is preferred. An equivalent combination of years of experience and education may be considered for substitution of educational requirements.

Experience: Two years or more experience with Ellucian CRM Advance system or other customer relationship management system, Encompass or other alumni portal system, SQL, Argos reporting, Visual Basic, SQL Server Management Studio, Oracle SQL Developer, Office 365, Microsoft Teams and Excel is preferred.

Skills: Strong technical aptitude is required. Must be able to work independently, manage multiple concurrent tasks and work with people possessing differing levels of technical knowledge. Excellent oral presentation and written communication skills are required. Must be detail oriented. The ability to develop knowledge of, respect for and skills to engage with those of other cultures or backgrounds is required. Experience using word processing, spreadsheet and other customer relationship management software is preferred. Experience with bank reconciliation is preferred. Experience with CRM solutions, database design and entity diagrams is preferred.

Essential Duties and Responsibilities

1. Supports the effective daily operations of advancement systems and other technology resources by using technical and functional knowledge along with an understanding of the business processes of the division to maintain data integrity by performing data maintenance and secure data transfers between various advancement and campus software systems.

2. Maintains constituent data in various advancement software systems by researching constituents and updating data including biographic, demographic and engagement records.

3. Assists with various forms of advancement system administration, including system set up, data updates, upgrades and testing.

4. Remains current on relevant industry technology standards and makes recommendations to update systems in order to help maintain an efficient operation.

5. Assists with trouble-shooting issues in the various advancement software systems by working with end users, the software’s support team, Computer Services and other campus offices to determine the issue and resolution.

6. Develops and maintains documentation and may provide training related to the advancement systems, custom queries, reports and other technology resources.

7. Acts as a back-up for inquiries and requests for assistance from both University Advancement and campus departmental users of advancement software by responding to inquiries and fulfilling help requests.

8. Collaborates with University staff to develop and maintain related reports to support data-based decision making, performs analyses of report data to provide meaningful and accurate information, and assists in the development of data objects to support complex reporting needs.

9. Assists with providing support services to University Advancement division users by participating in the planning process for the re-use of equipment and maintaining accurate inventory of machine equipment, including working with end users and campus offices to purchase, install, repair, replace and surplus machines.

10. Maintains an understanding of both Foundation security policies and external regulations that govern the disclosure of advancement and contribution information and assists in ensuring that these policies and regulations are followed within the division.

11. Applies basic business process principles and uses effective interpersonal communication, time-management and problem-solving skills when providing system and technical support, developing documentation and training, serving on committees, or independently bringing special administrative projects through to completion as assigned.

12. Contributes to a work environment that encourages knowledge of, respect for and development of skills to engage with those of other cultures or backgrounds.

13. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending raining and/or courses as directed by the supervisor.

14. Contributes to the overall success of the division by performing all other essential duties and responsibilities.

SUPERVISION

The Advanced Technology Support Specialist is supervised by Business Process & Reporting Analyst – Advancement

OFFICE OF HUMAN RESOURCES

APRIL 2023

JOB FAMILY 3

Factor 1: Educational/Experience Requirements of the Job

Level 4.0 - 788 Points: A combination of education and experience equivalent to a Level 4 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Supervisory Responsibility

Level 1.0 - 299 Points: Little or no supervisory responsibility for the work of others.

Factor 3: Skill, Complexity, and Technical Mastery

Level 5.0 - 1600 Points: Knowledge of information technology methods and procedures applicable to several types of work processes. Knowledge permits the employee to carry out work assignments where the objectives are clearly identified and can be accomplished by adapting precedents and established practices.

Factor 4: Budgetary Control

Level 2.0 - 386 Points: Individuals in jobs at this level actively document, monitor, and control expenditures. At this level incumbents may recommend minor expenditures but have no real authority over budgets.

Factor 5: Work Environment and Physical Demands

Level 1.0 - 25 Points: The work environment has only everyday discomforts associated with an office or commercial vehicle. The work area is adequately lighted, heated or cooled, and ventilated. Work is largely sedentary involving mostly sitting with occasional walking, standing, bending, or carrying of small items. No special physical demands are required of the work.

Factor 6: Work Impact and Effect

Level 3.0 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.