9 days old

Information Technology Associate - User Support and Services Associate, Office of Advancement

Smithsonian Institution
Washington, DC 20002
  • Job Code
    114422633

Grade: 9
Location: 11
Status: Location: Washington, DC
Closing: November 4

Come join a team of dedicated staff at an exceptional time in Smithsonian history, as the Institution welcomes a new Secretary, expands the programming, educational, and scholarly activity of its museums and research centers, and builds on the momentum from a $1.5+ billion fundraising campaign.

The Smithsonian is building a model fundraising organization, one that will meet the growing needs of this unique organization and offer excellent professional opportunities. This position offers exciting opportunities for the successful candidate to make a significant impact on the future of the Smithsonian. There is no better time to join this amazing institution.

The Smithsonian Institution's Office of Advancement seeks a User Services and Support Associate to serve as an integral member of the Advancement Technology Services team. The Associate is the primary Solutions Desk staff member and lead trainer, providing outstanding support for the Pan-Institutional Database for Advancement (PANDA), based on Ellucian Advance to more than 300 users across the Advancement organization. On average, the User Support and Services Associate delivers 10 classes and provides initial action for more than 100 inquiries each month.

The User Support and Services Associate:
  • Provides initial analysis and review of user questions and requests regarding reporting, system usage, system problems, and using PANDA to its fullest. Triages questions, requests, reports of system failures and problems, and assists users by recognizing and providing solutions, and recommending actions necessary to resolve current problems and avoid future difficulties.
  • Delivers PANDA classes, webinars, and refresher training, and maintains updated curriculum for all courses. Performs all training-related functions.
  • Manages system user accounts per Smithsonian policies.
  • Works with users, front-line advancement staff and technical team members to determine best practices, document requirements and test and implement new functionality.

Successful candidates will have:
  • Demonstrated experience of, and dedication to, using customer support concepts and methods to deliver satisfactory solutions and resolve customer requests and inquiries
  • Experience in developing and delivering training that addresses both functional and technical specifications
  • Experience solving system problems (hardware and software) within the context of user requirements
  • In-depth experience with Microsoft Office and knowledge of hardware and operating software used to develop and deliver training and customer support
  • Excellent verbal and written communication skills, evidenced by the ability to effectively create and deliver presentations, and respond to user inquiries clearly, professionally, and accurately
  • Demonstrated ability to build relationships and inspire others
  • Knowledge of fundraising business and technology in order to understand user requirements

Candidates must have a minimum of one year of experience delivering training, providing direct customer support, or supporting fundraising efforts. Bachelor's degree, and three years of progressively more responsible work experience demonstrating problem solving, technical, organizational, and interpersonal skills is required. Experience with the Ellucian Advance system and the fundraising business function are preferred.

The Smithsonian is a unique complex of 19 museums and galleries, the National Zoological Park, and nine research centers. It is a national and world treasure that is dedicated to its founding mission, "the increase and diffusion of knowledge." Its exhibitions, programs, collections, and outreach touch the lives of millions of Americans every year, as well as many who visit us from abroad.

The Office of Advancement oversees and guides the fundraising efforts of the entire Smithsonian and is home to the central advancement organization for the Institution. In addition to raising significant support for a variety of Smithsonian initiatives, the Office of Advancement provides support services to advancement offices across the Institution. The office engages with staff throughout the Smithsonian in accomplishing their goals.

DOWNLOAD DESCRIPTION

The Smithsonian Institution offers a competitive salary and a comprehensive package of benefits. This is not a Federal Position but has similar requirements and benefits. Interested candidates should submit their resumes and a cover letter to oastaffing@si.edu by November 4, 2019.

The Smithsonian Institution is an equal opportunity, affirmative action employer. Candidates of all backgrounds are encouraged to apply.

PI114422633

<br /><strong>Grade: </strong>9<br /><strong>Location: </strong>11<br /><strong>Status: </strong>Location: Washington, DC<br /><strong>Closing: </strong>November 4<br /><br />Come join a team of dedicated staff at an exceptional time in Smithsonian history, as the Institution welcomes a new Secretary, expands the programming, educational, and scholarly activity of its museums and research centers, and builds on the momentum from a $1.5+ billion fundraising campaign.<br /><br />The Smithsonian is building a model fundraising organization, one that will meet the growing needs of this unique organization and offer excellent professional opportunities. This position offers exciting opportunities for the successful candidate to make a significant impact on the future of the Smithsonian. There is no better time to join this amazing institution.<br /><br />The Smithsonian Institution's Office of Advancement seeks a User Services and Support Associate to serve as an integral member of the Advancement Technology Services team. The Associate is the primary Solutions Desk staff member and lead trainer, providing outstanding support for the Pan-Institutional Database for Advancement (PANDA), based on Ellucian Advance to more than 300 users across the Advancement organization. On average, the User Support and Services Associate delivers 10 classes and provides initial action for more than 100 inquiries each month.<br /><br />The User Support and Services Associate:<br /> <ul> <li>Provides initial analysis and review of user questions and requests regarding reporting, system usage, system problems, and using PANDA to its fullest. Triages questions, requests, reports of system failures and problems, and assists users by recognizing and providing solutions, and recommending actions necessary to resolve current problems and avoid future difficulties.</li> <li>Delivers PANDA classes, webinars, and refresher training, and maintains updated curriculum for all courses. Performs all training-related functions.</li> <li>Manages system user accounts per Smithsonian policies.</li> <li>Works with users, front-line advancement staff and technical team members to determine best practices, document requirements and test and implement new functionality.</li> </ul> <br /><strong>Successful candidates will have:</strong><br /> <ul> <li>Demonstrated experience of, and dedication to, using customer support concepts and methods to deliver satisfactory solutions and resolve customer requests and inquiries</li> <li>Experience in developing and delivering training that addresses both functional and technical specifications</li> <li>Experience solving system problems (hardware and software) within the context of user requirements</li> <li>In-depth experience with Microsoft Office and knowledge of hardware and operating software used to develop and deliver training and customer support</li> <li>Excellent verbal and written communication skills, evidenced by the ability to effectively create and deliver presentations, and respond to user inquiries clearly, professionally, and accurately</li> <li>Demonstrated ability to build relationships and inspire others</li> <li>Knowledge of fundraising business and technology in order to understand user requirements</li> </ul> <br />Candidates must have a minimum of one year of experience delivering training, providing direct customer support, or supporting fundraising efforts. Bachelor's degree, and three years of progressively more responsible work experience demonstrating problem solving, technical, organizational, and interpersonal skills is required. Experience with the Ellucian Advance system and the fundraising business function are preferred.<br /><br />The Smithsonian is a unique complex of 19 museums and galleries, the National Zoological Park, and nine research centers. It is a national and world treasure that is dedicated to its founding mission, "the increase and diffusion of knowledge." Its exhibitions, programs, collections, and outreach touch the lives of millions of Americans every year, as well as many who visit us from abroad.<br /><br />The Office of Advancement oversees and guides the fundraising efforts of the entire Smithsonian and is home to the central advancement organization for the Institution. In addition to raising significant support for a variety of Smithsonian initiatives, the Office of Advancement provides support services to advancement offices across the Institution. The office engages with staff throughout the Smithsonian in accomplishing their goals.<br /><br /><a href="https://giving.si.edu/sites/default/files/oa_information_technology_associate_october_2019.pdf">DOWNLOAD DESCRIPTION</a><br /><br />The Smithsonian Institution offers a competitive salary and a comprehensive package of benefits. This is not a Federal Position but has similar requirements and benefits. Interested candidates should submit their resumes and a cover letter to <a href="mailto:oastaffing@si.edu"><strong>oastaffing@si.edu</strong></a> by November 4, 2019. <br /><br /><em>The Smithsonian Institution is an equal opportunity, affirmative action employer. Candidates of all backgrounds are encouraged to apply.</em><br /><br /> <img src="https://analytics.click2apply.net/v/daXdW8uY4k7DUJzgi7WkD"> <p>PI114422633</p>

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Posted: 2019-10-09 Expires: 2019-11-09

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Information Technology Associate - User Support and Services Associate, Office of Advancement

Smithsonian Institution
Washington, DC 20002

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