Career Opportunity
Affiliate Business Support Analyst [DEVF-37]
American Civil Liberties Union
Development Department, New York

The American Civil Liberties Union (ACLU) is a national public interest organization devoted to the defense of the Bill of Rights. The Development Department of the National Office in New York City is seeking a full-time Affiliate Business Support Analyst.

OVERVIEW:
Managed by the Associate Director of Fundraising, Nationwide Database Project, the Affiliate Business Support Analyst is a member of the Nationwide Shared Database Team and is responsible for delivering fundraising database business support to all ACLU Affiliate staff. The analyst is a tier 2 resource that provides problem determination and resolution using documented procedures, available tools, researches issues with subject matter experts, and escalates issues to third tier business and technical support resources as appropriate. The Analyst works closely with affiliate staff and national subject matter expert staff to research, develop and document business process issues related to the Nationwide Shared Database Team.

ROLES AND RESPONSIBILITIES:

• Provide Tier 2 Business Support for remote users in 53 Affiliate Offices for the ACLU’s Nationwide Fundraising Database. Support is provided in a decentralized organizational structure where supported staff does not report to the National Office.
• Monitor the support email mailbox and respond to and document all support related requests within target response times.
• Receive and resolve requests for business support directly from members of the user community as well as escalation from Tier 1 support staff via telephone calls, voicemail and email.
• Serve as a Subject Matter Expert on fundraising database business processes.
• Escalate support issues to Tier 3 support when required.
• Work closely with database vendor to address and resolve user problems.
• Log, track, update, and resolve all cases using support tracking system.
• Confirm resolutions with users and close cases in support tracking system.
• Document resolved cases in business support documentation in a manner useful for future reference.
• Collaborate with training staff to identify high priority training opportunities for system users.
• Participate in software testing activities as assigned.
• Provide shared administrative support for project working groups including meeting scheduling, producing agendas and minutes, distributing materials and tracking action items.
• Participate on special projects and Development initiatives as required.
• Provide backup to other support staff.
• Assume team lead responsibility for contract staff when needed.
• Other duties as assigned.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree and 2-3 years in a non-profit fundraising environment or equivalent work experience.
• 1-2 years experience in a Tier 1 support role preferred.
• Excellent customer service skills.
• Excellent time management skills.
• Strong verbal and written communication skills.
• Experience with support tracking systems desired.
• Experience troubleshooting incoming business support requests utilizing a variety of tools, including knowledge-based and troubleshooting scripts desired.
• Problem solving skills and inherent decision-making ability as well as initiative and assertiveness skills required.
• Strong analytical ability necessary to study and interpret user business requirements and business processes.
• Ability to perform analysis, research and follow-through in a timely manner.
• Ability to exercise independent judgment and act within established policies and procedures.
• Ability to collaborate and communicate with staff, internal groups and stakeholders.
• Ability to foster team spirit and motivate others to achieve desired performance.
• Ability to work as part of a team, fostering a team focused environment that encourages collaboration and peer support.
• Commitment and ability to see work through to completion.
• Ability to work with grace under pressure during peak workload periods.

COMPENSATION:
The ACLU offers a generous and comprehensive compensation and benefits package, commensurate with experience and within parameters of the ACLU compensation scale.

HOW TO APPLY:
If you are a proactive and resourceful team player with a passion for public interest issues, please send a cover letter (with salary requirements) and resume by email to hrjobs@acluorg. Reference [DEVF-37/WACLU] in subject line – or by mail to:

Human Resources
RE: [DEVF-37/WACLU]
American Civil Liberties Union
125 Broad Street, 18^th Floor
New York, NY 10004

Applications will be accepted until the position is filled, which will not be before February 15, 2007. Please indicate where you learned of this job posting.

The ACLU is an equal opportunity/affirmative action employer and encourages applications from women, people of color, persons with disabilities, and lesbian, gay, bisexual, and transgender individuals.