Support Analyst

2 weeks ago

Tucson, United States UNIVERSITY OF AZ FOUNDATION Full time

**Position Summary**:
The Business Intelligence List Services Support Analyst & CRM Liaison supports the Assistant Director of List Production in providing highly specific data resources to the UA Foundation and all colleges and units of the University of Arizona to be used for fundraising purposes. The Analyst is responsible for strategically assessing highest-demand resources for transition to automated services; for creating prototypes and/or testing those new automated services, and for collaborating with other IT and UAF teams to deploy the services to the appropriate audiences. The Analyst collaborates with various members of the UAF IT team to design and provide relevant reference guides, procedural overviews, and proposals for improvements to current services that lead to improved relationships with service recipients and successful fundraising outcomes via the UAF’s CRM.

**Duties and Responsibilities**
- Provide consultation on non-standard list and data requests as needed and in the absence of the Assistant Director, List Production.
- Provide support for rush requests as needed.
- Consult and provide strategy input for automating both generation and delivery of data products within security parameters.
- Design and provide reference guides and procedural outlines that support the maximization of CRM data services to UAF Central teams and UA colleges and units.
- Advise the Assistant Director regarding the timeline and deployment of new products and services to colleges, units, and teams.
- Liaise with central UAF teams to offer CRM-related ideas and guidance to improve team efficiency, streamline business processes, and increase security.
- Communicate with the Assistant Director to promptly address all standard list requests within the appropriate timeline.
- Analyze and provide insights regarding service request history to inform strategic decisions for future list service enhancements.
- Meet with service requesters via phone, MS Teams, and/or Zoom to provide appropriate guidance considering their level of data access and training.
- Handle all donor & confidential information with sensitivity and discretion.
- Other duties as assigned, including visits to Tucson as needed.

**Knowledge, Skills, and Abilities**
- Must be an innovative, self-motivated, and hands-on professional who excels with new and changing technologies in a rapidly growing and fast-moving organization.
- Agile in prioritizing the work at hand to meet tight deadlines that are critical to the success of the PAE.
- Ability to meet deadlines, prioritize assignments, and handle multiple projects simultaneously.
- Experience with business analysis and analytic methodologies.
- Experience with business rules analysis.
- Experience with gathering and developing requirements documentation.
- Experience with developing user experience documentation.
- Experience with market research.
- Excellent organizational, communication, interpersonal, and networking skills with large groups, as well as with individuals at high levels.
- Willingness to take direction, suggest alternatives, and alter project plans accordingly.
- Ability to understand and work within budgetary procedures, policies, and restrictions.
- Contributes to and adapts in a highly collaborative working environment.
- Demonstrated ability to be professional, diplomatic, persuasive, donor-centric, collegial, and effective in working with dynamic, diverse groups to include families, students, faculty, alumni, professionals, university leadership, and others.
- Demonstrated excellence in providing superb customer service skills.
- Must handle confidential information with discretion.
- Ability to work effectively with a wide variety of individuals, including development officers, PAE leaders, and vendors.

**Minimum Qualifications**
- Bachelor's degree in business, related area, or equivalent experience.
- One year of related work experience required. Education may count toward years of experience.
- Any equivalent combination of experience, training, and/or education as approved by Human Resources.

**Preferred Qualifications**
- Strong understanding of non-profits, academia, and/or development processes.
- Experience with Zendesk and MS Teams.
- Knowledge of customer relationship management and financial accounting systems.

**Work Environment**
- Full-time, Remote, Standard Business Hours (8 AM-4:30 PM MST)
- Close computer work and sitting.
- Travel to Tucson as needed.

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