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
