What are the responsibilities and job description for the Specialist, Digital Systems position at United Way of Greater Milwaukee & Waukesha County?
Job Title: Specialist, Digital Systems (Union) Status: Full-Time
Department: Finance & Operations (Information Technology) Grade: 26
FLSA Status: Exempt
SUMMARY
The Specialist, Digital Systems administers United Way digital solutions while providing strong internal and external customer support. Responsibilities include configuration and support of digital giving platforms, supporting departmental strategy and the adoption of future tools and technologies. Part of a team that strategizes and implements intranet sites.
RESPONSIBILITIES
Include the following, but are not limited to:
DIGITAL FUNDRAISING ADMINISTRATION
- Manage a portfolio of customer fundraising websites. Use content management system (CMS) to configure and optimize sites. Includes preparing employee data files for import, reviewing settings for accuracy, generating fundraising reports, and customer support.
- Provide strong customer support and relationship building with workplace ambassadors. Includes developing strategies to ensure an effective giving campaign with an emphasis on maximizing fundraising potential.
- Lead donor help desk functions. Provide donor phone and email support, strategize and lead donor help line triage system, review call logs and make suggestions for changes to the Digital Services processes to improve the donor experience.
- Provide direction to the seasonal Donor Help Desk staff.
- Administration of digital fundraising systems used for cause giving and special event giving. Includes managing configuration requests, reporting and issue resolution with vendors.
INTRANET ADMINISTRATION
- Participate on a team to utilize Microsoft SharePoint and other tools to improve United Way processes.
- Create and assist with process improvements.
DIGITAL FUNDRAISING SYSTEMS STRATEGY
- Participate in research of new fundraising systems and continued innovation of United Way’s digital donor offerings.
- Review process for system improvements and customer service enhancements. Seek innovative uses of the product suite to further the campaign efforts and communication of United Way’s community impact agenda.
- Participate in implementation and integration of new products.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
EDUCATION & EXPERIENCE REQUIREMENTS
- Requires a bachelor’s degree or commensurate experience. One to three years’ experience in related application support and/or client relationship work. Demonstrated customer service excellence is required. Will train but prior experience in online donation systems (eWay, Vision2, GiveSmart) and SharePoint are a plus. Must have experience in Microsoft Excel.
CORE COMPETENCIES
- Mission-Focused. The top priority for all United Way professionals is to create real social change that leads to better lives and healthier communities. This drives their performance and professional motivation.
- Relationship-Oriented. United Way professionals understand that people come before process and are astute in cultivating and managing relationships toward a common goal.
- Collaborator. United Way professionals understand the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
- Results-Driven. United Way professionals are dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
- Brand Steward. United Way professionals are stewards of the brand and understand their role in growing and protecting the reputation and results of the greater network.
ADDITIONAL SKILLS & COMPETENCIES
- Ability to learn a new online-based system.
- Ability to work within a website content management system.
- Ability to work with customers and make decisions based on the needs of the client and United Way.
- Ability to act as a liaison between departments and prioritize conflicting deadlines.
- Fast paced environment that includes online system configuration and using those systems to bolster fundraising for non-profits both locally and nationally. Candidate will be trained in how to use United Way’s products as well as be a part of the team that builds the future of our online offerings.
LANGUAGE SKILLS
Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to staff, management, public groups, and/or other constituents.
MATHEMATICAL SKILLS
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Strong ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS
The physical demands at UWGMWC are representative of what is needed to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and occasionally kneel.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- Light to moderate lifting is required (such as loading paper into a paper tray).
- Ability to uphold the stress of traveling (in designated positions).
- Regular, predictable attendance is required; including additional overtime as business demands dictate.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (business office with computers, phone, printers, and light traffic).
- Ability to work in a confined area.
- Ability to sit at a computer terminal for an extended period of time.
AMERICANS WITH DISABILITIES
It is the policy of UWGMWC to comply with all relevant and applicable provisions of the Americans with Disabilities Act (ADA), as amended. UWGMWC will not discriminate against any qualified applicant with respect to any terms, privileges or conditions of employment based upon an individual’s physical or mental disability. UWGMWC will also make reasonable accommodation whenever and wherever possible for all employees or applicants with disabilities provided that the individual is otherwise qualified to safely perform the duties and assignments required by the job, and provided that any accommodation does not require significant difficulty or expense. UWGMWC’s policy of non-discrimination applies to all personnel and employment practices including, but not limited to, job application procedures, hiring, advancement, termination, compensation, job training and other terms, conditions, and privileges of employment.
EQUAL OPPORTUNITY EMPLOYER
It is the policy of UWGMWC to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, veteran status or military service, or other non-merit factor or other legally protected characteristic. This applies to all recruiting, hiring, placement, training, promotion, compensation, transfers and other employment-related programs and personnel actions.
COVID 19 PROTOCOL
- United Way of Greater Milwaukee & Waukesha County mandates that all employees be fully vaccinated against COVID 19. For purposes of this policy, an employee is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single-dose vaccination (J&J) as well as timely boosters.
- When requested, United Way will provide a reasonable accommodation/medical exemption for any disclosed medical condition or disability of a qualified individual or a sincerely held religious belief which prevents the employee from receiving a COVID-19 vaccination, provided the requested accommodation is reasonable and does not create an undue hardship for United Way and/or pose a direct threat to the health or safety of others in the workplace and/or to the requesting employee.