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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