CRM Application Specialist - Make-A-Wish America

Denise Johnson

Job Description

Summary Make-A-Wish America seeks a people-focused, proactive, customer-friendly CRM Application Specialist. This position is responsible for supporting and training for assigned software applications (The Raiser's Edge and The Financial Edge).  The CRM Application Specialist will be assigned Level I and Level II help desk tickets to support these software applications and escalate tickets on a case-by-case basis. The role will serve as a liaison between functional areas within the organization in order to support chapters as necessary. The role will ensure that assigned software applications meet the end user's needs, providing the opportunity to work with our 61 Make-A-Wish America chapters. Furthermore, this position will assist in the development of standard operating procedures and ensure that the software is being utilized fully and in compliance with organization-wide standards and requirements. 

Remote candidates will be considered based on experience and product knowledge. A motivated, self-starter is essential for the role of a remote employee and a dedicated, quiet office space is necessary. A work-from-home benefit does not replace dependent care.

Required Skills

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Organize application support and training activities for a variety of applications in collaboration with the Sr. CRM Application Specialist and the Manager of Learning & Development
• Implement both user and system administration for F9 software
• Manage support ticket activity relevant to assigned software applications and initiate corrective actions when needed
• Offer end-user technical support and online or regional training relevant to assigned software applications
• Assist as needed to prepare product roll-outs and testing requirements for assigned software
• Perform quality assurance tests for software changes related to assigned software
• QA Testing may include testing new releases across Windows, Apple OS, iOS, Android, Windows Phone, and HTML for web-based applications as related to assigned software
  
  
  

Required Experience

Education and/or Experience

• A minimum of 4 years of experience troubleshooting and supporting The Raiser's Edge and/or The Financial Edge
• Software testing and deployment of Blackbaud Products and F9
• Ability to effectively deliver live and remote training to chapter staff for assigned software
• Familiarity in web-based or mobile application support (ex: HTML5, Android, iOS, other tablet and phone platforms)
• Ability to be proactive, maintain communication, professionalism and work diligently as a remote employee outside of a traditional office setting
• A four-year degree in Information Services, Business Administration, or Project Management preferred 
• A certification in Project Management, preferably from the Project Management Institute (PMI) preferred 
• Usability and/or testing experience with Import-O-Matic, F9, Auction Tracker, ZenDesk, Go-To-Meeting and/or SmartSheet preferred
• Familiarity on a technical level with installations, troubleshooting, SQL and managing products across multiple databases in a virtual environment preferred 
• Remote support service experience in serving all time zones across the United States, including Puerto Rico and Guam, preferred 
• Usability and/or user interface experience with Luminate Online preferred

 Core Competencies

• Child Focus - Puts the interests of wish children first to advance the highest quality wish experience; Adheres to the Foundation's mission, vision and values in all business practices and seeks ways to improve service delivery
• Community (Collaboration) - Fosters a collaborative, global community of staff, volunteers and donors
• Excellence (Quality) - Aspires to best-in-class business practices
• Inspiration (Optimistic) - Utilizes inspiration from the examples of our wish kids and the Make-A-Wish community to approach our mission with life-affirming enthusiasm, imagination and creativity
• Integrity (Forthright) - Approaches every aspect of work with honesty, transparency and respect

 Apply online to Job Tracker Code 140-493 at www.wish.org