Advancement Training and User Experience Manager, IS-2210-13

Smithsonian Institution•Washington, DC

13d•Onsite

About The Position

Come join a team of dedicated staff at an exceptional time in the Smithsonian’s history during the Smithsonian Campaign for Our Shared Future. The Smithsonian has surpassed its $2.5 billion fundraising goal one full year ahead of schedule, a milestone that comes as the nation prepares to commemorate its 250th anniversary in 2026. This achievement marks the largest fundraising effort in the history of any cultural organization and represents a defining moment for the Institution and the country it serves. The Our Shared Future campaign has advanced the Smithsonian’s reach and impact, empowering the institution to find solutions to today’s most pressing challenges. The Smithsonian has built a model fundraising organization, driven by talented staff across our many museums, research centers, and cultural centers. This position offers exciting opportunities for the successful candidate to make a significant impact on the future of the Smithsonian. There is no better time to join this amazing Institution. The Office of Advancement oversees and guides the fundraising efforts of the entire Smithsonian and is home to the central advancement organization for the Institution. In addition to raising significant support for a variety of Smithsonian initiatives, the Office of Advancement provides support services to advancement offices across the Institution. The office engages with staff throughout the Smithsonian in accomplishing their goals. The Advancement Training and User Experience Manager works in the Office of Advancement for the Smithsonian Institution. The incumbent functions as a team leader, playing a key role in the end user experience in Joint Audience and Membership Engagement System (JAMES). This role requires an onsite presence five days a week. This position will maintain the high level of service for Advancement users through the Service Now online JAMES Advancement and Membership portal (JAMHelp). The Advancement Training and User Experience Manager and team effectively route user requests including reports, membership requests, gift registration requests, and other JAMES Advancement issues are resolved in a timely manner. The Advancement Training and User Experience Manager is expected to deliver solutions to their best ability or triages issues to their own team, the appropriate AIST team, AIST Director or Office of Digital and Innovation (ODI). This position collaborates with each unit individually and collectively for training needs, onboarding support, and resolving IT issues as needed.

Requirements

Bachelor's degree is required
A combined five years of experience in fundraising training/education, and/or managing a service desk operation specific to fundraising, a passion for teaching, learning and exploration, and the desire to join a dynamic and growing operation should be demonstrated in your application.
Strong organizational, leadership, collaboration, and communication skills as well as the ability to manage a high-performing team in a fundraising role at a higher education institution or a large cultural/environmental organization.
Expert knowledge of learning management systems, and service desk toolsets (Service Now preferred).
Knowledge of relational databases such as Salesforce, Raiser’s Edge, Ellucian Advance, Banner recommended.
Applicants, who wish to qualify based on education completed outside the United States, must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials.

Nice To Haves

The institution is migrating to Salesforce imminently, therefore expertise in training within Education Cloud/Non-Profit Cloud/NPSP is preferred.

Responsibilities

Leads the User Service and Support team in overseeing and thinking strategically about our existing training program, to deliver trainings in a digestible, flexible, and nimble manner.
Incumbent provides solutions and training to end-users regarding prospect management, reporting, data loads, and other areas of the JAMES system.
Leverage our LMS (Moodle) to deliver training, feedback, attendance, and surveys to further improve our Advancement training enterprise.
Incorporate on-demand training, quick reference guides, and best practices to supplement any in-person or virtual training.
The position supervises one IT Specialist and one Training Specialist.
The incumbent will develop career growth plans, including more training and conferences for team members.
Ensures work projects are prioritized and documented as SMART goals in their performance plans and reviewed twice per year.
Works with the Systems Management team and if needed, ODI to ensure onboarding and offboarding staff in Advancement is efficient, including hardware, JAMES access, and custom requests for specialized software.
Maintains a tight audit on property purchased and ensures property tags are applied to applicable devices.