As part of the Systems and Database Support Team, provide support to users across the University of alumni and supporter data, the Raiser's Edge database, and other fundraising and alumni engagement IT systems and platforms.
Maintain the quality of the data stored within the Raiser's Edge database by reviewing data quality issues, data management processes and coordinating user training across platforms, as well as managing large-scale data uploads and extracts, including graduation and regular giving data.
1. Provide operational support to users across the University of alumni and supporter data, the Raiser's Edge database, and other fundraising and alumni engagement IT systems (including but not limited to the Raiser’s Edge CRM, Net Community, Net Community based web pages, Online Giving, Graduway careers mentoring platform and reporting and visualisation platforms). Independently respond to and support user needs, and work with the Support Team Leader to create and implement longer term workplans.
2. Oversee and maintain the data in the D&A Raiser's Edge database by means of regular and consistent checks to ensure the data is of a high quality at all levels and covering all functions, identifying problem areas and working with relevant colleagues to implement solutions. Carry out large-scale data cleaning tasks in response to data quality issues identified by regular checks.
3. Coordinate and carry out large-scale data uploads to the database, including the bi-annual graduation data imports as well as other bulk data imports such as telephone fundraising outcomes.
4. Produce segmented data sets in support of key D&A functions including regular giving, alumni engagement, and major gift fundraising.
5. Working with the Support Team Leader, coordinate and deliver user training on IT systems and data management functions, covering both new starts but also continually reviewing any data and IT training needs including those raised by issues identified from data quality checking and ongoing user support, ensuring these inform training programmes. Ensure that training meets user needs while contributing to improvements in data quality and use of systems.
6. Build and maintain accessible training and support resources, to improve levels of user confidence and support and to facilitate assessment and development of knowledge.
7. Regularly review data-management and system-related processes, ensuring those processes remain fit for purpose and are user-friendly, coordinating the update of user support documentation to ensure these processes are fully documented. Ensure process documentation is suitable for supporting business continuity.
8. Review and improve management of records on the database, ensuring data has a consistent structure and supports and informs the activity of relevant colleagues.
9. Be prepared to undertake projects appropriate to the grade of the role but that might fall outside its direct remit, as required by the line manager, Director and/or Vice Principal External Relations.
10. Participate fully as a member of the Development & Alumni and External Relations teams, ensuring strong links and good working relationships.
Development & Alumni forms part of the University's External Relations Directorate which also includes UK/EU Recruitment, Access & Admissions, International Recruitment & Partnerships, Short Courses and Marketing.
Assists in managing, monitoring and maintaining the University's alumni and supporter constituent records (held within the Raiser's Edge Database and other IT systems) including Management of the General Council Register to enable the University to fulfil its statutory obligations.
c300K records of alumni and supporter data (c180,00 contactable), increasing each year by approximately 7,000 new records. Complex records containing personal data representing life-long relationships with multiple and overlapping relationship connections to the University (alumnus, donor, trustee, staff/former staff member, recruitment/careers volunteer, Hunterian Friends member, prospective supporter etc). Managing its use in support of the University’s goals in raising philanthropic funds (for research, teaching, capital projects and student projects); enhancing reputation; advancing student recruitment and student employability. Includes c15,000 records which represent relationships worth several millions of pounds to the University and of significant reputational value.
There are currently c12,000 members on The Network (the online alumni-student portal) and c5000 of these are alumni.
Responsible for providing user service support for 50+ users in alumni and fundraising roles and selected additional users across the University (e.g. Principal's Office, Hunterian, Careers).
The compliant and confidential management of personal data is required.
Knowledge, Qualifications, Skills and Experience
Knowledge & Qualifications
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 7 (Advanced Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent in a financial/accountancy subject, and experience of personal development in a similar role.
A2 Good working knowledge of delivering services within a wider IT service environment.
A3 Good working knowledge of relational databases.
A4 Strong understanding of database design and data querying.
A5 Understanding of process mapping and developing efficient business processes.
A6 Understanding of IT management and service delivery in a fundraising and engagement context.
A7 Good knowledge of privacy and data protection issues and legislation and their application to the use of alumni and support data.
B1 Knowledge of Raiser's Edge database
B2 Knowledge of the University of Glasgow and/or fundraising sector.
C1 Excellent IT skills with the ability to deliver service across all IT systems, and the ability to learn new systems and applications.
C2 Excellent technical CRM skills.
C3 Web publishing skills using Terminal Four, XML, HTML, CSS.
C4 Ability to manipulate and manage large data sets.
C5 Ability to determine short-term priorities, organise and prioritise workload, and react to changing priorities.
C6 Ability to work to strict deadlines and under pressure.
C7 Well developed analytical and problem solving capability
C8 Initiative and judgement to resolve problems independently.
C9 Excellent attention to detail and high degree of numeracy.
C10 Ability to present information clearly and concisely, both verbally and in writing
C11 Strong customer service focus with the ability to communicate clearly verbally and in writing, to clarify requirements, and assess and respond effectively to user and stakeholder needs.
C12 Strong team player, with confident, respectful and professional manner and ability to work proactively and collaboratively across teams to build effective relationships with colleagues at all levels.
D1 Raiser's Edge skills
E1 Experience with Raiser's Edge or similar sector database in a fund-raising and alumni relations environment.
E2 Experience of user support
E3 Experience of working in a team environment
F1 Raiser's Edge experience
Planning and Organising
To plan and organise a large and varied workload, covering a variety of short, medium and long term projects, ensuring that they are completed in an efficient and timely manner, whilst at the same time responding effectively to more immediate user needs. Responsible for implementing data, database and IT-related solutions to fulfil long-term development requirements.
Day-to-day decisions regarding best practice in data handling and efficiency. Determine most effective procedures for ensuring smooth running of all data management and IT platform-related activities. Advise on data and IT-related solutions for Development and Alumni functions. Deciding when to escalate issues.
• Day to day working relationships with Support Team colleagues who provide user facing support for services.
• Regular contact with all university users, up to Directorial level, to support IT and database use and to formulate plans for data management delivery
• IT services and managers of other University systems
• External software suppliers to progress and prioritise service issues.
To provide support for any data, database, or IT software or procedural query, escalated as appropriate from the Support Officer or Support Assistant. Provide first line response to conflicts of prioritisation, or service provision, using judgement escalate issues as appropriate.
Standard Terms and Conditions
Salary will be on the Management, Professional and Administrative Grade, level 5, £22,417 - £26,715 per annum.
This post is full time (35 hours per week) and offered on an open ended basis.
New entrants to the University will be required to serve a probationary period of 6 months. (The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.
It is the University of Glasgow's mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equality.
The University of Glasgow, charity number SC004401.
The client requests no contact from agencies or media sales.