The Brown University Division of Advancement seeks qualified applicants for the position of CRM Application Support Manager.
Reporting to the Associate Director of Advancement Reporting, the Manager will a team of business analysts to provide end user support, investigating and resolving application, transactional and data-related issues of Blackbaud CRM (BBCRM) and other Advancement systems such as BBIS, Campus Call, WorkDay.
The Manager will also implement customer service metrics to improve satisfaction and client outcomes.
This individual will also serve as project manager of related initiatives and mentors business analysis and quality assurance topics for the BA team.
The ideal candidate will also plan and develop training collateral for use in training for the Advancement division.
Bachelorâ™s degree, or equivalent combination of education and experience.
Minimum of 3 years of providing implementation and technical support of CRM software required. Blackbaud product experience strongly preferred, specifically with Blackbaud CRM.
Experience working in a philanthropic or higher educational environment preferred.
Strong knowledge of higher education fundraising principles preferred.
Strong aptitude for diagnosing end user problems, identifying and implementing solutions.
Knowledge of SQL or similar query language required, T-SQL preferred.
Understanding of standard IT policies and procedures, including usage of test environments and change management procedures.
Familiarity with SDLC methodologies including requirements, design, implementation, testing and maintenance.
Experience with developing and implementing reporting vehicles and using CRM software to Query, extract and/or load data preferred.
Proven history of utilizing Microsoft Excel to import, export, query and report on data.
Ability to evaluate and improve the efficiency and effectiveness of operations.
Propensity for strong, internal customer service delivery and a proactive approach to user efficiency.
Excel at uncovering hidden trends in a volume of data.
Detail oriented and organized with an ability to meet deadlines.
Demonstrated history of functioning independently while working well in a team oriented environment, taking the initiative to be productive and efficient.
Ability to effectively communicate with users of diverse backgrounds and skill levels.
Assists the Advancement Informational Services team with other duties as assigned.
Protects confidential information.
All offers of employment are contingent upon a background check and education check satisfactory to Brown.
Applicants are asked to submit a cover letter and resume with their applications.
Recruiting Start Date:
Job Posting Title:
CRM Application Support Manager
Scheduled Weekly Hours:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
Internal Number: REQ151459
About Brown University
Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Engineering, Executive Master of Healthcare Leadership and the IE Brown Executive MBA.