Job Description. IT Technical Systems Support (CRM) National IT Project Manager. DATE OF JOB DESCRIPTION: May PURPOSE OF THE JOB

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1 SVP JOB TITLE: JOB HOLDER: REPORTS TO: LOCATION: Job Description IT Technical Systems Support (CRM) Vacant National IT Project Manager SVP House Dublin DEPARTMENT: Shared Services DATE OF JOB DESCRIPTION: May PURPOSE OF THE JOB To provide 2 nd level (technical and centralised) IT and CRM support to Regional Offices. To provide ongoing train the trainer training for members and staff on the CRM Portal and to maintain and develop all training material relating to the CRM Portal system. To provide management reporting, and data integrity assurance. The role needs to ensure the continued usage of the system and establish it as the only client based record keeping system in use by SVP members. 2. ENVIRONMENT OF THE JOB The Society of St. Vincent de Paul is a large, national, voluntary organisation with extensive experience of working with a diverse range of people who experience poverty and exclusion. Through its network of over 12,500 volunteers and 800 staff, it is strongly committed to working for social justice and advocates the creation of a more just and caring society. The Society is a Christian based organisation with a strong sense of Gospel values. The founder of the Society, Blessed Frederic Ozanam, was a devout Catholic and his legacy of spirituality remains a key element of the make-up of every Conference within the Society. It is normal practice within the Society that prayers are said at the beginning and end of Conference meetings or at other meetings where members are in attendance as this underpins the ethos of the Society. The Society is implementing and rolling out a number of IT systems to the volunteer Member s and staff of the Society, against a background of growing need for improved management information and impending regulation of the Charity Sector. The roll out of the IT Systems is an integral part of the overall IT strategy for the Society with the objective of ensuring the highest standards of IT/IT Usage where possible. There will be a requirement for the job holder to travel within the Regions and to National Office within their role. Given the diverse nature and size of the Society there is a requirement for the job holder to be flexible in their approach to ensure the needs of the organisation are met. There is a strong requirement to work in the spirit of collaboration with other colleagues, paid and volunteer. Given the volunteer nature of the Society there will be a requirement for the job holder to hold or attend evening or weekend meetings.

2 3. GUIDANCEAND AUTHORITY The role reports to the National IT Project Manager in Shared Services. The role will involve liaising with Regional staff and Senior Members, National Office staff, National IT Project Manager and the CRM Support Network. The role is fundamental to meeting the Society s objective of rolling out the IT systems across the Society as a whole. 4. PRINCIPAL ACCOUNTABILITIES ACCOUNTABILITIES 1. Work under the direction of the National IT Project Manager to support the CRM system. 2. Provide 2 nd level IT technical support to Regional contacts for resolution. 3. Provide materials for ongoing Training to members and staff. 4. Provide training for new regional resources & ongoing training for existing resources. 5. Coordinate feedback from Regional contact who will be supporting Members locally 6. Liaise directly with systems development provider when required. HOW ACHIEVED 1. Develop a support strategy with the National Project Manager and take ownership of delivering it. Work with the National Project Manager to evaluate current processes and where necessary develop new processes that ensure best possible 2 nd level support to members and staff. 2. Become familiar with both back office and Portal technical aspects of CRM (Conference Portal) system in order to be able to deal with 2 nd level support queries and follow up with IT development company on 3 rd level technical issues where required. Use of common support tools expected. 3. Update and develop CRM training materials for local members and staff to enable local training on CRM (Conference Portal) for existing and new Members. All forms of communication to be considered including but not limited to manuals, videos, frequently asked questions. 4. To provide initial training and mentoring to new regional contacts (8 regions) as the case arises. Travelling to regions will be required. Attendance at local training sessions will be required for a period. Mentoring also includes a higher level of support for the first number of months. Current resources will require refresher training and training on new developments. Expected to occur in a central location twice a year. 5. Run monthly conference update calls with local CRM Support contacts to coordinate feedback and identify improvements to processes and possible system developments/enhancements that can be costed and progressed if agreed. 6. Report and follow up on support issues with the systems developer. Test any new system developments ahead of live release as and when developments are made.

3 7. Provide management reports on system usage and issues. 8. Systems documentation 9. Ensure data integrity. 10. Become the recognised SME for CRM within SVP. 11. Assist with IT Issues within the IT Area 12. Assist Operational Areas to utilise information from the CRM 13. Regional & National events. 7. Develop weekly/monthly management reports on system usage and issues. Produce easy to read dashboards that highlight trends and possible risks. 8. Endure all systems documentation is up to date and software is adequately tested and approved before deployment. 9. Develop and maintain data entry standards for both members and staff, and communicate these to both user groups. Ongoing systematic data interrogation is required to achieve this. 10. Ongoing communication with all system users and stakeholders is vital to establish trust in the system and ensure an established line of communication between the user groups and system owners.(svp Trustees) 11. Assist with IT Issues within the IT Area as required at certain times 12. Build relationship with operational areas in order to assist with ensuring that information within the CRM can be extracted to help highlight the work that is being carried out by the SVP Members. 13. As require attend and/or present at regional or national events with a view to promoting the system and supporting members. 5. CHALLENGES The role of the National IT Systems (CRM) Support is a new permanent role which will be based in the Shared Services Office. The role will report to the National IT Project Manager in Shared Services. An acceptance of the dynamics of a complex matrix, national volunteer led organisation and an understanding of how this both contributes to and constrains the work. Resilience and persistence in the face of barriers and organisational roadblocks encountered. 6. OTHER INFORMATION This is a new permanent role which was identified as crucial to the sustainability of the IT System to the wider Members of the Society.

4 7. KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL EDUCATION Leaving standard education required. Degree or Diploma Qualification in IT required. Train the trainer qualification required. KNOWLEDGE Excellent planning skills and attention to detail critical for this roll. Experience of Microsoft CRM required. Excellent and broad knowledge of IT an advantage. Involvement in planning and executing system roll outs and advantage An understanding and appreciation of the ethos of SVP Understand of the Charity sector and how complex and diverse the issues involved in undertaking IT System developments are. EXPERIENCE At least 2 years experience working in an analytical role to provide information and support business users to utilise data from an information system. Some experience with how SVP carries out its work would be a distinct advantage. Experience with facilitating training required SKILLS Well- developed interpersonal skills Able to build rapport Good organisational and administrative skills essential Proven ability to provide support and basic training on IT Systems an advantage Ability to work on own initiative Ability to successfully communicate using numerous methods of communication Training Skills Must have flexibility with approach and delivery of the role People management skills Ability to update, follow and explain user manuals as well being able to communicate process steps via the phone essential. Ability to work as part of a team essential. MISCELLANEOUS The successful candidate must be willing to travel and to attend evening or on occasion weekend training sessions or workshops as required.

5 8. Main Terms and Conditions Contract type: Hours: Permanent full time 37.5 per week Pension: 5% employer contribution 5% employee contribution Salary: 40,000-48,000 The information contained in this job description is a true and accurate reflection of the job as at the date specified... Job Holder... Line Manager 9. STRUCTURE CHART Head of Shared Services National IT Project Manager National IT (CRM) Systems Support