Applications Support Analyst

UNIVERSITY OF AZ FOUNDATION•Tucson, AZ

20h

About The Position

Reporting to the Manager of Application Support, the Senior Applications Support Analyst is responsible for providing support and service for various digital and web-based platforms used by the UA Foundation. This includes assisting end users in establishing user and account access, providing data lists, configuring applications, resolving technical issues, and performing system analysis and design to support new processes and initiatives. This position will focus on providing support to our CRM platform that supports our alumni and fundraising teams, digital communications, events, and other activities. The Senior Applications Support Analyst will work with Blackbaud products, in-house developed applications, as well as other connected systems, to ensure data integrity and security, provide excellent support, and perform systems administration. The work carried out in this role is pivotal to the successful delivery of our services and is an essential component of a dynamic team that values innovation and diversity. It presents an exciting opportunity to combine technical expertise with a deep commitment to making a positive impact in support of our mission, which revolves around advancing the University of Arizona, fostering relationships, securing philanthropic support, and stewarding assets.

Requirements

Commitment to working in a collaborative team environment with shared goals.
Ability to work efficiently with a wide variety of individuals, including donors, PAE colleagues, deans, faculty and staff.
Excellent communication and interpersonal skills.
Ability to effectively communicate both verbally and written.
Demonstrated commitment to exceptional customer service with the ability to translate the PAE guiding principles of donor-centricity and collaboration into work practices.
Ability to recognize and handle highly confidential and sensitive information in a discrete and professional manner.
Work with excellent organizational skills and attention to detail.
Be able to work independently with the ability to prioritize multiple projects and meet strict deadlines for deliverables.
Ability to anticipate and discern work priorities and meet deadlines with little supervision.
Adept at problem-solving and using judgment in situations requiring initiative, tact, and confidentiality.
An exceptional work ethic and track record of personal initiative required.
Openness to new ideas and personal flexibility with the ability to adapt and succeed in a multi-task, fast-paced environment with changing processes and occasional ambiguity.
Ability to inspire cooperation and participation.
Proficiency in the use of personal computers and Microsoft Office software (Word, Excel, PowerPoint, and Outlook).
Proficiency or ability to learn additional software required to perform the essential duties of the position.
Bachelor’s degree or higher and two years of professional work experience in support of information systems OR,
Five years of professional work experience in support of information systems OR,
Any equivalent combination of experience, training and/or education approved by Human Resources.

Nice To Haves

Demonstrated experience supporting Blackbaud products and solutions.
Thorough understanding of fundraising concepts and best practices.
Experience providing customer service.
Previous professional experience in the non-profit sector.
Knowledge of, and support for the organization’s mission.
Experience in producing and maintaining technical and business documentation (e.g., user guides, procedures)
Experience training users on systems.

Responsibilities

Serve as the primary point of support for all data requests supporting front-line fundraisers.
Respond promptly and effectively to colleagues, clarifying requests and providing guidance and suggestions to assure that the resultant information appropriately addresses the request.
Provide support for all web-based fundraising applications including systems used for constituent management, fundraising, event management, online forms, and the donor pages of the UA Foundation’s main giving pages.
Assist end users with user access, managing security roles, system configuration, trouble shooting and end-user training.
Perform backend database testing including validating queries, jobs, and triggers.
Monitors reports and jobs to support daily operations.
Identify potential data quality or system functionality issues per defined process and escalate potential quality issues.
Troubleshoot and resolve issues with various software components.
Assist with the evaluation and implementation of vendor updates.
Interact with vendor support to diagnose and resolve systems issues.
Conduct systems analysis and recommend actions to improve system utilization and performance.
Interact with peers from other organizations to discuss issues of mutual interest and concerns.
Attend training sessions, group meetings, and seminars to keep abreast of technology and changes in business.
Additional duties as assigned.