Job Responsibilities

General

• Provides application support for Blackbaud CRM system.

Primary Responsibility – Application Support

• Supports CRM/Data Analyst in problem investigations and troubleshooting
• Obtains clear understanding of problems from end users
• Records, tracks, and documents problems through to final resolutions
• Prioritises problems and queries
• Responds to end users in a timely manner and provides regular status updates to key stakeholders on critical issues
• Coordinates with Blackbaud Support and end users to resolve problems
• Educates end users on resolutions in response to their problems
• Provides technical development and support for integrating CRM with other enterprise systems
• Performs configuration changes on CRM system
• Conducts user acceptance testing on fixes, enhancements and upgrades
• Notifies stakeholders and end users on scheduled and unscheduled system outages

Secondary Responsibility – Data

• Assists end users with data reconciliation and delivery
• Conducts data analysis activities including assessment, cleansing, extraction, transformation and reconciliation
• Identifies data quality issues and reports them with a solution to CRM/Data Analyst
• Establishes effective data management techniques in organising and coordinating complex data requirements

Reporting Relationship

• Reports directly to the CRM Project Manager, dotted line to CRM/Data Analyst

Requirements

• Bachelor’s degree in an Information Technology related field is preferred
• 1 to 2 years of relevant experience in a Help Desk environment
• 1 to 2 years of experience supporting proprietary application software
• Excellent skills in problem-solving and troubleshooting
• Must be able to perform independent analysis and investigations
• Must be able to effectively communicate in English both verbally and in writing at all levels
• Must have good attention to detail and a fast learner

Desired Skills:

CRM application (Blackbaud CRM an asset), MS Office (Word, Excel, Access, PowerPoint), VBA, SQL, SQL Server, SSRS, Report Builder, HTML.

Please submit your cover letter and full resume indicating present and expected salary to hrhkg@animalsasia.org. Please quote the position applied for on the email subject.

Only shortlisted candidates will be notified. Applicants not hearing from us within six weeks from the date of advertisement may consider their application unsuccessful.

Personal Data collected will be used for recruitment-related purposes only.

Animals Asia Foundation is an animal welfare charity dedicated to ending cruelty and restoring respect for all animals across the region. We are a grass-roots Asia-based non-governmental organisation headquartered in Hong Kong, with offices in the UK, Germany, Australia, USA and Moon Bear Rescue Centres in China and Vietnam.