CRM System Administrator

Position Title: CRM System Administrator

Department: Finance

RESPONSIBILITIES/ DUTIES

• Champions the use of Altru and trains staff on the use of systems to encourage full utilization of the system and leverage use of data for targeted outreach/engagement and decision making throughout the organization.  
• Proactively monitors performance metrics and troubleshoots any issues or problems, resolves system issues, and improves overall data quality and system Works with users to minimize disruptions and supports staff Altru issues and requests relating to database reporting.
• Provides technical assistance and training to end users of Altru and related applications. In partnership with stakeholders, develops strategies and tactics to increase visitor, educator, learner/student and donor engagement, promote events and other Zoo activities, and garner support. Tracks implementation plan progress and results with relevant stakeholders.
• Tracks and reports real-time results of ongoing events and ticket sales, marketing communications, initiatives, and outreach, etc. Analyzes post event what improvements can be made to improve outcomes or what successes can be replicated.
• Ensures appropriate processes and controls are in place to monitor and oversee user access, including user set up, deactivation, adjusting user access and performing periodic reviews for appropriateness.
• Establishes and maintains data hygiene, while preserving data integrity and ethically handling private data, including financial and donor data.
• Partners with external parties as needed to effectively maintain and implement tools/interfacing systems linked to Altru operations to ensure streamlined processes and a seamless visitor and stakeholder experience.
• Collaborates with the Development, Education, Marketing, Visitor Services and Finance teams in the formulation of policy and execution of all research and prospect management projects. Completes special projects and other tasks related to research, portfolio management, and data analysis and origination (i.e. mail merges, queries, lists, etc.) including, but not limited to, screenings, data validation, and report development.
• Maintains database functionality and ensures accurate data pulls and report results.
• Modifies system menus, edits spreadsheets and reports, and troubleshoots system problems. Imports files to and exports files from financial and constituent databases.
• Supports users and administration for Altru, a proprietary CRM software package.  
• Implements, maintains and updates financial system interfaces.
• Creates new events in Altru, publishes web links, and maintains database.
• Develops and implements best practices, policies, and services to support constituent and portfolio management. Provides regular reporting.
• Supports and/or collaborates with Prospect Researcher to identify sources of major gift prospects through gift reporting, query building/data mining, and other methodologies.
• Creates documentation and policies and assists in providing training and support on prospect management procedures and use of the Altru database.
• Responsible for the management of data analysis for various Zoo teams.
• Works independently and is collaborative in nature while acting acts as a liaison to the information technology department.
• Maintains all required standards of confidentiality and safety and keeps work area in a clean and orderly manner.

Other duties and special projects as assigned.

QUALIFICATIONS:

Applicant must possess related experience with CRM systems (specifically Blackbaud systems) preferably in a non-profit environment. In addition, a bachelor’s degree would be preferred, but is not required with demonstrated experience in this space.  Candidate must be motivated, collaborative, and able to work independently and efficiently to meet deadlines. The successful candidate must be able to promptly answer support related email, phone calls and other electronic communications.

The successful candidate must be self-motivated, detail-oriented and organized with excellent communication (oral and written), interpersonal, organizational, and presentation skills. While this is primarily a traditional work week position, the individual must be able to work holidays and weekends as required to assist users when system issues occur as the Zoo is a 7-day a week operation with peak attendance on weekends. 

Required computer experience includes the use of Microsoft Office with advanced Excel skills. Working experience with BI tools, wealth screening, Blackbaud products and other CRM software is required. The candidate must possess sound judgment, commitment to meeting deadlines, attention to detail and ability to support team efforts. Knowledge and understanding of PCI compliance is necessary.

Bilingual preferred, but not required.

Working Conditions/ Physical Requirements:

Typical office setting with a minimum 40-hour work week; some weekends, evenings and holiday scheduling will be required. 

Submit resume and cover letter:

email HR@pittsburghzoo.org

EOE