From: Cody Washington [mailto:[log in to unmask]]
Sent: Tuesday, March 29, 2016 10:56 AM
To: Maurer, Patricia
Subject: Enterprise Database Support Specialist, ACLUF,
Information Technology - Please Post & Forward
March 28, 2016
CAREER OPPORTUNITY
ENTERPRISE DATABASE SUPPORT SPECIALIST [INTE-23]
American Civil Liberties Union Foundation
Information Technology Department, NY
For nearly 100 years, the ACLU has been our nation's guardian of
liberty, working in courts, legislatures, and communities to
defend and preserve the individual rights and liberties
guaranteed by the Constitution and laws of the United States.
Whether it's ending mass incarceration, achieving full equality
for the LGBT community, establishing new privacy protections for
our digital age, or preserving the right to vote or the right to
have an abortion, the ACLU takes up the toughest civil liberties
cases and issues to defend all people from government abuse and
overreach. With more than a million members, activists, and
supporters, the ACLU is a nationwide organization that fights
tirelessly in all 50 states, Puerto Rico, and Washington, D.C.,
for the principle that every individual's rights must be
protected equally under the law, regardless of race, religion,
gender, sexual orientation, gender identity or expression, age,
disability or national origin.
The Information Technology (IT) Department of the ACLU's
National Office in New York City is seeking a full-time
Enterprise Database Support Associate.
OVERVIEW
Reporting to the Business Support Analyst, the Support Specialist
is a member of the Enterprise Database Help Desk and is
responsible for delivering business support to ACLU National and
Affiliate CRM users. The Specialist will provide second tier
support for day-to-day fundraising operations on the current
nationwide donor database, and provide effective support during
and after the transition to a new enterprise CRM system starting
in 2017. Additional responsibilities include data maintenance
and hygiene, report delivery, and supporting the ACLU's IT
training and support program. S/he provides problem
identification and resolution using documented procedures,
available tools, and escalation to business support and second
tier technical support resources as appropriate.
ROLES AND RESPONSIBILITIES
· Process all incoming requests for technical and
business support for CRM applications and related tools upon
receipt.
· Monitor ticket queues and respond within
organizational SLA time frames.
· Log, track, update, route or escalate, and resolve all
cases using support tracking software.
· Perform support duties such as: triage tier 2 support
queues, assign requests to appropriate resource(s); answer basic
user questions and respond to requests; monitor tickets and
follow up with end users. Maintain the database.
· Receive and resolve requests for business support
directly from members of the user community via telephone and
support tickets.
· Assist in the definition, documentation, and
maintenance of internal support procedures, including updates to
the organizational intranet and report template library.
· Escalate issues to technical and second tier business
support resources according to established procedures.
· Collaborate with training staff to identify high
priority training opportunities for system users.
· Manage a network of key users to promote peer support
and learning across the user community.
* Prepare and and edit communications and documentation.
* Send correspondence to key stakeholders concerning
development operations projects, issues, services, and updates.
· Perform database testing for new software releases.
* Assist in supporting additional enterprise systems (e.g.,
legal case database, project compliance database, etc.)
· Participate on special projects and IT initiatives as
required.
· Other duties as assigned.
EXPERIENCE AND QUALIFICATIONS
· Minimum 1-2 years of experience in a nonprofit
environment, or in providing support for database systems,
preferably fundraising systems, t.
· Excellent customer service skills required.
· Experience working in a nonprofit development
department, preferred.
· Demonstrated understanding of the basic concepts
regarding relational databases and reporting tools.
· Problem solving skills and inherent decision-making
ability as well as the ability to take initiative, be assertive.
Ability to multi-task.
· Excellent verbal and writing communication skills,
including the ability to compose, edit, and proofread
correspondence and documents.
· Dependable; assumes ownership of tasks assigned.
Results driven. Works well under pressure.
· Ability to communicate effectively with all levels of
staff and end users.
· Proficiency with Microsoft Office required.
· Experience with PIDI Donor Direct and/or SAP
BusinessObjects strongly preferred.
· Experience with Salesforce.com, RoundCorner/NGO
Connect, Jackson River Springboard, business intelligence tools,
and related platforms strongly preferred.
· Ability to work as part of a team, fostering a team
focused environment that encourages collaboration and peer
support.
· Commitment to the mission and goals of the ACLU.
· Bachelor's Degree preferred.
COMPENSATION
The ACLU offers a generous and comprehensive compensation and
benefits package, commensurate with experience and within
parameters of the ACLU compensation scale.
HOW TO APPLY
Please send a cover letter (with salary requirements) and resume
to [log in to unmask]<mailto:[log in to unmask]> - Reference
[INTE-23/WACLU] in subject line.
Please indicate in your cover letter where you learned of this
career opportunity.
Applications will be accepted until the position is filled.
This job description provides a general but not comprehensive
list of the essential responsibilities and qualifications
required. It does not represent a contract of employment The
ACLU reserves the right to change the description and/or posting
at any time without advance notice.
The ACLU is an equal opportunity employer. We value a diverse
workforce and an inclusive culture. The ACLU encourages
applications from all qualified individuals without regard to
race, color, religion, gender, sexual orientation, gender
identity or expression, age, national origin, marital status,
citizenship, disability, and veteran status.
The ACLU undertakes affirmative action strategies in its
recruitment and employment efforts to assure that persons with
disabilities have full opportunities for employment in all
positions.
We encourage applicants with disabilities who may need
accommodations in the application process to
contact:[log in to unmask] Correspondence sent to this email
address that is not related to requests for accommodations will
not be reviewed. Applicants should follow the instructions above
regarding how to apply.
The ACLU comprises two separate corporate entities, the American
Civil Liberties Union and the ACLU Foundation. Both the American
Civil Liberties Union and the ACLU Foundation are national
organizations with the same overall mission, and share office
space and employees. The ACLU has two separate corporate
entities in order to do a broad range of work to protect civil
liberties. This job posting refers collectively to the two
organizations under the name "ACLU."
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