SYSTEMS ADMINISTRATOR

Transcription

1 Job Title: Department: Reports to: Position Purpose: Responsible For: Key Challenges: Key Result Areas: Systems Administrator ICT Systems CRM Team Leader The Systems Administrator provides end users with support for various systems used by MSL, in accordance with MSL policies, procedures and guidelines. The role is responsible for Business as Usual (BAU) support, reporting and analytics. This will include documentation, maintenance and/or other such tasks as required. Creating effective and efficient business outcomes by supporting and enhancing the systems supported. Maturing business use of systems and creating more efficient operations. User Support and Engagement Management Systems Administration and Maintenance Data Integrity, Reporting and Analytics A. ORGANISATION DIMENSIONS Chief Executive Officer (CEO) ICT Systems Manager CRM Team Leader Systems Administrator Position Dimensions: Budget: Staff Numbers: Geographical Spread/Breadth: Other: Training Requirements: Nil Nil Based at Blackburn VIC Supporting NSW, TAS, ACT and VIC (but not limited to) Application Specific Training (as required)

2 B. JOB REQUIREMENTS Key Result Area 1 User Support and Engagement Management Provide end-user support using ITSM tools and using a business partner model. Manage support using ITSM ticketing system and manage within ticketing guidelines. Communicate with staff and partner teams on progress of activities. Identify frequently occurring support concerns as potential service improvement areas or opportunities for training. Develop and maintain user documentation and training materials. Provide training for systems on both standard systems functionality and custom configuration. Participate in integral user groups and engagement forums and provide support and expert advice as needed. Support requests are actioned and completed in a timely manner according to agreed SLA s and within ticket management guidelines. Support tickets are managed using internal ticketing systems and are managed through to resolution. Business processes are adhered to and communicated clearly. User documentation and training materials are up-todate, of a consistent high standard and easily accessible. Key Result Area 2 Systems Administration and Maintenance Perform system administration functions, including application configuration, user security and profiles, workflow rules, custom objects, custom fields, templates and system analysis. Perform data migration using appropriate tools. Structured testing of new enhancements, developments and version upgrades in accordance with testing policy. Liaise with external application vendors for solutions, sourcing issue resolutions or enhancements. Identify solution improvement opportunities that align with agreed system roadmaps. All application configuration and maintenance processes are documented. Application change controls are maintained and logged. Systems testing is understood and results documented prior to change release into the Production environment. Issues are logged via internal and vendor ITSM systems and escalated when required. User self-support information is maintained and accessible to end users.

3 Key Result Area 3 Data Integrity, Reporting and Analytics Develop reports and dashboards as required within policy guidelines. Monitor data quality and integrity, reporting anomalies to users and managers for corrective actions, in conjunction with documented quality processes. Regularly perform de-duping and cleaning up procedures. Reports and dashboards are developed and available to users within policy. Data integrity checks are done when scheduled and reporting and corrective actions are documented. Customer data quality and privacy is maintained as per organisational polices; breaches are escalated and reported via appropriate process within the required timelines. C. PURPOSE AND VALUES REQUIREMENTS Key Result Area 4 Values, Culture, Behaviours Key Tasks Actively support MS purpose, value, service promise and strategic vision. Operate in line with MS policies, procedure and practices. Promote and work within MS customer service delivery principles. Positively and constructively represent the organisation to external contacts at all opportunities. Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times. Actively demonstrate and embed into every day work the MS Service Promise & Foundation Behaviours. Ensure the health, safety and welfare of self, co-workers and others. Follow all reasonable directions given by the organisation. Support, promote and show sensitivity to diversity in the work place. Job Holder is successful when: Values are adhered to and demonstrated in daily practice. Values form an integral part of the way employees conduct their presence in the workplace. The MS Service Promise and Behaviours are demonstrated in daily practice.

4 MS Service Promise First Contact I am First Contract, a true ambassador for MS. Think Yes I am positive and committed to MS, its customers, people & the MS community. Act Now I am accountable for delivering timely and quality outcomes. Push Ahead I am focussed on making improvements and finding new ways to push ahead. D. EMPLOYMENT SCREENING REQUIREMENTS Must be completed prior to commencing employment National Police Check (to be carried out by MS) International Police Check if lived overseas for longer than 12 months in the last 10 years (to be provided by the applicant) Right to Work in Australia (Certified copy of Passport/Visa to be provided by the applicant) Disability Worker Exclusion Scheme check (Victorian Residential Workers only) Working with Children Check (if required for role) NA E. SELECTION CRITERIA Essential: Strong working knowledge of Salesforce CRM. Proven experience as a systems administrator. Proven experience developing reports and dashboards within Business Intelligence (BI) tools (not Excel or Access). The ability to manage and prioritise workload within a fast-paced work environment. The skills to collaborate on multiple tasks and projects within a small team. A positive, can do and flexible attitude with various tasks and systems to be maintained. The drive to continually seek areas for service improvement or to work more effectively and efficiently and contribute to how the team operates. Relevant experience in a systems administration role. Proven track record for delivering solutions valued by clients/customers. Demonstrated ability to work collaboratively as part of a management team and can add value in decision making beyond area of accountability.

5 Desirable: Previous working experience in a Not for Profit (NFP) organisation. SharePoint experience. Experience with: - Content Management Systems (CMS) and website management - Cloud based ERP & ecommerce systems - Cloud HRIS/HCM systems - Marketing automation tools - SharePoint and Office SQL and database systems Design and implement customisations into cloud based tools An understanding of fundraising and/or events management Working knowledge in various systems The ability to utilise different tools to provide an effective and appropriate solution to end users.