Application & CRM Specialist

2 weeks ago

Toronto, Canada Covenant House Toronto Full time

**Application / CRM Specialist**

**Full Time Permanent**

For forty years, we have maintained a steadfast dedication to our mission: supporting the vulnerable youth who come through our doors. To this day, we remain committed to this duty.

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day. More than a place to stay, we provide 24/7 crisis shelter and transitional housing on-site and in the community, along with comprehensive services including education, counselling, health care, employment assistance, job training and after-care. Since 1982, Covenant House has supported more than 100,000 young people.

As a national leader, we educate and advocate for long-term change to improve the lives of vulnerable youth. This includes influencing public policy, leading awareness and prevention programs and continually building and sharing our knowledge. As a learning organization, we strive for excellence and programs with impact.

We provide life-changing care with unconditional love and respect. We meet youth's immediate needs and then we work together to achieve their future goals.

Thanks to our donors, who contribute 80 per cent of our $44.2-million annual operating budget, we are able to deliver these comprehensive programs and services.

**Role Purpose**:
Key Responsibilities:

- Troubleshooting and Application Support: 30%
- Utilize FreshService Helpdesk ticketing system to prioritize and act on any reported issues.
- Collaborate with external vendors to resolve complex tickets.
- Data Quality Assurance: 25%
- Create and run routine reports and queries to detect data errors and data quality check
- Identify Duplicate Constituents within the CRM on a regular basis
- Perform the Constituent Duplicates merges and validation on regular basis
- Run Monthly Address Verification and format validation
- Prepare and perform Spring and Fall NCOA updates.
- Data Transaction and Profile Import/Export: 25%
- Identify and implement efficient methods of data processing, methods of data importing and data extraction with all internal systems (including Import-Omatic Profiles, RemitSQL, Scanning profiles)
- Create and maintain RE letter template for receipts and “Thank You” letters
- Prepare export files and share with vendors within prescribed timelines following data safety protocols.
- Prepare and perform import functions for Donor Reception, Donor Recognition, Donor Certificates, Annual Report data import and major gift score rating import.
- Application/data administration and data security: 10%
- Create and maintain Raiser’s Edge, Remit SQL, Sophos user’s account
- Maintain the security of data and PCI compliance
- Maintain Raiser’s Edge Configuration and business rules
- Perform Global Add/Change/Delete in Raiser’s Edge
- Maintain tasks related to quality of data and data import /export (ie. IMS Cultivation Export, data for EN Quality Reports, Syncovery jobs)
- Works with the Manager to develop strategic direction and associated tactical plans.
- Documentation and Project Management: 10%
- Create/update configuration documentation for Raiser’s Edge (RE) and all RE related plug-ins and Business Rules,
- Primary member of Raiser’s Edge core team committee
- Acted as Raiser’s Edge Subject Matter Expert

Qualifications:

- University degree in Computer Science/Math/IT or related field is preferred
- Minimum 4 years of experience with providing end user support with IT/IS Applications is required
- 3 years experience with the Raiser’s Edge or Blackbaud CRM or a comparable CRM/ERP Application is required
- Proficient in Microsoft Office, Word Mail Merge, VBA, MS SQL Server Query is required
- Attention to detail and to ensure that new features, upgrades, and enhancements are tested thoroughly to minimize impacts to the front line is required
- The ability to easily communicate (both written and oral) at a technical/ business level and directly with the vendor to ensure issues are understood at all levels
- Experience with.Net web programming, Power BI, Power Query, SSRS, PCI Security considered an asset.
- Understanding of fundraising methodology and direct marketing considered an asset

**Interested applicants please submit a cover letter and resume **by March 23, 2023.**
- To ensure the safety of our staff, youth and volunteers, Covenant House Toronto has implemented a mandatory COVID 19 Vaccination Policy in compliance with the City of Toronto. In accordance with the Ontario Human Rights Code, exemptions will only be granted to individuals based on applicable medical/religious grounds._

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