From: Achka Romulus [mailto:[log in to unmask]]
Sent: Tuesday, October 18, 2016 10:46 AM
To: Maurer, Patricia
Subject: Career Opportunity: Enterprise Database Support 
Associate - Please Post and Forward


CAREER OPPORTUNITY
ENTERPRISE DATABASE SUPPORT ASSOCIATE [INTE-30/36]
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 two full-time 
Enterprise Database Support Associates.


Reporting to the Business Support Manager, the Support Associate 
is a member of the Enterprise Database Help Desk, functions in a 
first tier support role and is responsible for delivering 
business support to ACLU National and Affiliate CRM users.  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.

·         Receive and resolve requests for business support 
directly from members of the user community via telephone call, 
voicemail, chat, and support tickets.

·         Assist in the definition, documentation, and 
maintenance of internal support procedures.

·         Assist with grooming and preparing data files for 
upload as required.

·         Perform regular data hygiene to enforce business rules 
in the database.

·         Monitor support queue on critical weekends, as 
required.

·         Initiate escalation 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.

·         Participate on special projects and IT initiatives as 
required.

·         Other duties as assigned.


EXPERIENCE AND QUALIFICATIONS


·         Minimum 1-2 years of experience supporting database 
systems, preferably fundraising systems and/or in a nonprofit 
environment.

·         Excellent customer service skills required.

·         Experience working in a nonprofit development 
department preferred.

·         Demonstrated understanding of basic concepts of 
relational databases and reporting tools.

·         Problem solving skills and inherent decision-making 
ability as well as  the ability to take initiative, be assertive 
and  multi-task.

·         Ability to work in a fast-paced work environment with 
changing priorities.

·         Excellent verbal and written communication skills, 
including the ability to compose, edit, and proof 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 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.


HOW TO APPLY
Please send a cover letter, resume and a relevant writing sample 
to: [log in to unmask]<mailto:[log in to unmask]> - reference 
[INTE-30/36] in the 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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