Training and Support Analyst, Advancement Systems
Reporting to the Associate Director, Training & Support in Advancement Systems and exercising good judgment and independence, the Training & Support Analyst is responsible for providing training and application support to aid fundraising and alumni relations activities across departments and schools/units. This position requires excellent customer service, problem solving, technical reasoning and collaboration skills along with a high level of individual judgment to ensure outcomes of customer satisfaction. The Training & Support Analyst must understand new technology or application features and provide support of critical business applications including troubleshooting these applications for internal customers, answering how-to questions, and training staff on how to use applications.
The Training & Support Analyst must be able to speak at an appropriate technical and business level for the audience and quickly understand system vocabulary, business process and content. The Training & Support Analyst documents, analyzes, and tracks user issues for internal and external software development resources to ensure sufficient information is available to effectively track down and resolve issues in a timely manner. In addition, the Training & Support Analyst effectively delivers training classes to development/alumni relations staff and other university departments for the integration of reports, tools, and system capability into daily business practice.
- Performs expert functional lead/gatekeeper support via phone and email to colleagues and identifies and analyzes all application, access, policy, procedural, and network related issues, to recommend solutions and assist user with resolution.
- Works with application functional owners to oversee quality assurance audits and controls of functional support; ensures accuracy and completeness of functional support.
- Makes recommendations to management and application functional owners for improvements in functional support.
- Interprets and adheres to University Appropriate Use Policy (AUP) and procedures including HIPAA guidelines; assures compliance with University required security, information technology and financial and administrative policies and procedures.
- Troubleshoots application problems and escalates complex problems as needed for timely resolution.
- Takes leadership role in application training, internal documentation development.
- Ensures adherence to the Information Technology Infrastructure Library (ITIL) process management framework as it relates to functional support and, with the ITIL process owners, ensuring consistent and efficient Incident and Problem resolution, error reduction and continuous process improvement.
- Reviews client satisfaction survey data and follows up with relevant staff when required.
- Provides backup coverage including accounts and access creation, modification, maintenance and deletion.
- Represents the Service Desk on committees and project teams.
- Provide IT sustainability consulting advice to faculty, staff and students in the course of providing helpdesk support.
- May perform other duties as assigned.
Required Education and Experience
Bachelor's Degree in a related field and two years of related work experience or an equivalent combination of education and experience.
Required Skill/Ability 1:
Strong analytical skills to resolve issues.
Required Skill/Ability 2:
Exemplary interpersonal and relationship building skills. Ability to interact effectively with staff and management at all levels. Customer service oriented self-starter and ability to work independently and as part of a team. Entrepreneurial approach to work.
Required Skill/Ability 3:
Excellent oral and written communication, presentation, organizational, and planning skills. Ability to communicate effectively with diverse audiences. Demonstrated ability to present complex material to a broad user community and to take complex information and derive simplifying solutions.
Required Skill/Ability 4:
Demonstrated ability to quickly learn new technology. This includes understanding how it integrates with other applications used by the division as well as how to configure the application. Advanced proficiency with computer applications and desktop tools such as Microsoft Office.
Required Skill/Ability 5:
Ability to handle sensitive information and maintain strict confidentiality.
Preferred Education, Experience and Skills:
Experience in a higher education institution. Experience with Blackbaud Constituent Relationship Management (CRM) software, iModules, EverTrue or other fundraising and relationship management systems. Experience with online giving, broadcast email, web design and/or web content management.
Weekend Hours Required?
Evening Hours Required?
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: email@example.com.
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