CRM Systems, Senior Specialist - 23026

Overview

World Wildlife Fund (WWF), one of the world’s leading conservation organizations, seeks a CRM Systems Sr. Specialist.

Major Function

The CRM Systems Sr Specialist will independently perform a full range of responsibilities including troubleshooting and resolving issues involving the Blackbaud CRM application environment, maintaining, documenting, and promoting the ongoing operation of the Blackbaud CRM application and ensuring uptime of the system while working closely with the DBA, vendors, and other IT Staff.

Responsibilities

• Provide technical support and maintain systems in the CRM environment to include Blackbaud CRM, Luminate Online, JAMS, and any future application brought into the CRM environment.
• Develop in-depth knowledge of our CRM environment to provide resolution to any issue reported by our end users as well as recommend best practices on questions around new business processes.
• Monitor ticket queue and address issues in priority order to ensure timely resolution of customer requests.
• Communicate frequently, effectively, and professionally with all CRM stakeholders and vendors/partners to ensure a consistent response to support tickets.
• Create, review and update knowledge base articles to further document instructions for end users on how to address and resolve issues.
• Facilitate new and current business process changes through configuration modifications.
• Lead requirement gathering sessions and develop functional specifications for new customization requests that are meaningful to both functional and technical resources.
• Lead the testing of customizations, service packs, and major application releases including developing test cases.
• Build relationships with WWF IT Staff and vendors/partners to troubleshoot issues as they arise and extensively document the issues/resolutions.
• Interface with the Network Services team to resolve issues impacting the application that may not be application specific such as performance, system, or network issues.
• Participate in weekly CRM governance meetings.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in a computer related field desired. Relevant work experience may be substituted.
• Minimum 6 years supporting enterprise applications in a support role is required
• Experience with the Blackbaud CRM application required.
• Knowledge of Windows operating system; Windows Server 2012 preferred
• Strong and methodical troubleshooting skills; attention to detail
• Strong change management skills
• Experience with change/configuration management tools, helpdesk tools
• Strong interpersonal communication skills
• Strong customer service skills
• Willing to proactively communicate with fellow team members and cross functional stakeholders from a variety of user groups.
• Prepared to work independently and proactively solicit feedback and support from team members as needed.
• Must be a team player able to support any aspect of the project as needed to ensure project success.
• Able to be flexible and adaptable to handle multiple initiatives.
• Committed to building and strengthening a culture of inclusion within and across teams.
• Identifies and aligns with WWF’s core values: Courage, Integrity, Respect, and Collaboration:
  • Demonstrates courage by speaking up even when it is difficult, or unpopular.
  • Builds trust with colleagues by acting with integrity, owning mistakes, and holding oneself accountable.
  • Welcomes other points of view and ideas, recognizing and embracing different and contrary perspectives with kindness, curiosity, and encouragement.
  • Makes conscious efforts to promote cooperative practices, behaviors, and ways of working across many groups and individuals.

WWF is committed to maintaining a safe and healthy workplace and requires all US-based staff to be fully vaccinated for COVID-19.  WWF will consider requests for accommodation from the vaccine requirement based on disability, medical contraindication, sincerely held religious belief, or any other category protected by federal, state, or local law.

To Apply:

• Submit cover letter and resume through our Careers Page**,  Requisition #23026**
• Due to the high volume of applications we are not able to respond to inquiries via phone

As an EOE/AA employer, WWF will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, age, marital status, genetic information, sexual orientation, gender identity and expression, disability, or protected Veteran status. WWF values diversity and inclusion and welcomes diverse candidates to apply.