"Temporary Systems Support Manager"

Job Description

To augment OAR’s Data & Systems (D&S) team and take on the management of the Alumni CRM (Blackbaud CRM) and Event System (Gevme) allowing existing D&S staff to undertake the migration of the Alumni CRM from Blackbaud to Salesforce.

1. Customer Relationship Management (CRM):

• Manage and maintain the Blackbaud CRM system, ensuring alumni data is consistently accurate, complete and up-to-date.
• Collaborate with NUS IT to plan, implement and test system enhancements, upgrades and resolve technical issues efficiently.
• Oversee and execute data imports and integrations to maintain seamless information flow with a high level of data quality and integrity.
• Conduct comprehensive onboarding and training sessions for Colleges, Faculties, Schools, Hostels, and Administrative Units to maximise CRM adoption and usage.
• Develop, update and distribute user manuals, training materials and documentation to support end-users in their daily operation.

2. Event Management System:

• Administer and maintain the Gevme event management system, including user access, event setup and ongoing support.
• Troubleshoot and resolve system issues to ensure uninterrupted event management operations.
• Partner with Colleges, Faculties, Schools, Hostels, and Administrative Units to support and enhance alumni outreach through effective event planning, execution and post-event follow-up.
• Provide guidance and technical support to internal stakeholders in organising alumni events, ensuring high levels of engagement satisfaction.
• Perform data imports related to events into the CRM, ensuring accuracy and consistency between systems.

3. Alumni Helpdesk Management:

• Manage the alumni helpdesk mailbox, responding to system-related queries and requests with prompt, professional and solution-oriented communications.
• Liaise with internal and external stakeholders to resolve technical issues, escalate complex cases where necessary and ensure high levels of user satisfaction.

4. IT and Data Management:

• Oversee the administration and maintenance of the departmental SharePoint site and network drive, ensuring content is current, accurate, and logically organised with proper permissions.
• Provide first-line technical support for IT-related matters within the department, including hardware, software, connectivity and system access issues, in coordination with central IT support as required.

Qualifications

• Experience - 3-5 years of hands-on experience administering, supporting and troubleshooting CRM and event management systems, ideally within a higher education or non-profit environment. Direct experience with alumni relations will be an advantage. Prior exposure to Blackbaud CRM and GEVME platforms is strongly preferred.
• Data Accuracy – Strong attention to detail with proven experience managing data imports, performing data validation and upholding data integrity within complex systems.
• Analytical & Problem-Solving - Demonstrated analytical and troubleshooting skills to proactively ident