Application Support Specialist

Aqueelah Rivers

Position Purpose

The Application Support Specialist is responsible for the fulfillment of data and report requests, providing end user support, investigating and resolving application, transactional and data-related issues of enterprise Fundraising software, including Blackbaud's Raiser's Edge and/or CRM, Papersave, and other associated products.

 

Principal Responsibilities

• Provide overall program support for Blackbaud's applications and other associated products utilized by the FSU Foundation and other FSU Direct Support Organizations
• Fulfill data requests for mailing lists, donor rolls, demographic and giving analyses
• Provides data manipulation and reporting assistance to other departments as needed.
• Produce or support the production of standard, custom and audit reports.
• Facilitates the resolution of technical application issues.
• Provide appropriate service, support, training, and advice to end users regarding the capabilities and functions of the fundraising software products, along with technical and application issues.
• Participate in thorough testing and validation efforts for deliverables such as reports, data lists, applications, and system upgrades, ensuring timely and accurate results in a team environment
• Gather and document business requirements, and clearly communicate findings to stakeholders.
• Designs, creates and maintains application and business process related documentation.
• Adheres to Information Services change management policies and procedures
• Participates as a member of the FSU Advancement Data Integrity Committee (FADIC)
• Assists the Department of Informational Services with other duties as assigned.
• Protects confidential information.

Education & Experience

• Bachelor's degree required
• Minimum of 3 years of providing implementation and technical support of CRM software required, Blackbaud's Raiser's Edge and/or BBCRM software preferred.
• Experience with developing and implementing reporting vehicles and using CRM software to Query, extract and/or load data preferred
• Knowledge of SQL or similar query language required, T-SQL preferred
• Proven history of utilizing Microsoft Excel and Microsoft Access to import, export, query and report on data.
• Experience utilizing report design software or SQL Server Reporting Services (SSRS) preferred.
• Experience working in a philanthropic or higher educational environment preferred
• Understanding of standard IT policies and procedures, including usage of test environments and change procedures.
• Familiarity with SDLC methodologies including requirements, design, implementation, testing and maintenance
• Working knowledge of relational database architectures preferred.
• Strong knowledge of higher education fundraising principles.
• Strong aptitude for diagnosing end user problems, identifying and implementing solutions

Skills and Abilities

• 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