Médecins Sans Frontières Australia Job Description

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1 Médecins Sans Frntières Australia Jb Descriptin POSITION DESCRIPTION Psitin Lcatin: Reprting t: Supervising: Status: Service Centre Technical Crdinatr Sydney (Bradway) Service Centre Manager N/A 6-mnths part-time cntract, 60% time ORGANISATIONAL CONTEXT Médecins Sans Frntières Australia is ne f 23 natinal sectins f Médecins Sans Frntières cmmitted t delivering medical-humanitarian aid t ppulatins in crisis in ver 70 cuntries. Médecins Sans Frntières delivers medical aid based n need alne. Médecins Sans Frntières perates independently f any discriminating factrs including plitical, religius r ecnmic allegiances and irrespective f race, religin r gender. In 2014 mre than 2500 expatriate Médecins Sans Frntières field staff and 20,000 lcal Médecins Sans Frntières field staff cnducted apprximately 10,000,000 patient cnsultatins. The Australian Sectin f Médecins Sans Frntières was established in 1995 and has experienced significant grwth in recent years. In 2014 Médecins Sans Frntières Australia recruited and facilitated the departure f ver 150 Australian and New Zealand field staff. In additin apprximately 105,000mnthly givers and ver 50,000 ccasinal givers dnated ver AUD $72 millin t the wrk f the mvement. Médecins sans Frntières Australia perates Raiser s Edge as the CRM with apprximately 300,000 current and lapsed recrds. OPERATING CONTEXT The psitin sits within the Service Centre f Médecins sans Frntières Australia. The Service Centre is the dnr services department which accepts incming calls, s, and faxes frm dnrs and manages dnr requests and dnatins. The Service Centre prcesses and banks incming dnatins and generates receipts, all with its wn internal prcesses and accuntability. The rle f the Service Centre Technical Crdinatr was created t manage the systems within the Service Centre. 28 Octber 2015 Page 1

2 PURPOSE OF POSITION The principle functin f this psitin is t supprt the Service Centre team members with their daily tasks. This is t be achieved thrugh: Develping and managing technical prjects t assist the imprvement and nging grwth f the Service Centre, and the grwth and develpment f the rganisatin s needs. Respnsibility fr regular and n-ging prcesses which require a high level f technical knwledge f the Raiser s Edge database and assciated prgrams such as Micrsft Excel, Access, Wrd, Visi, and Crystal Reprts. Technical supprt fr daily prcesses executed by Service Centre team members; supprt fr Raiser s Edge, Micrsft Excel, Crystal Reprts, Crprate Online banking gateway, and IP Payments banking gateway. Implementatin and expert technical supprt fr prjects undertaken by Service Centre team members. Maintain data hygiene fr the prcesses executed by Service Centre team members. Maintain Médecins sans Frntières financial accuntability and PCIDSS cmpliance. Ensure all technical instructinal dcuments are up t date with current prcedures. The psitin is als expected t liaise with ther departments in the rganisatin as the technical cntact fr the Service Centre. The primary success measure fr the psitin is the successful implementatin and cmpletin f nminated tasks. MAIN TASKS/DUTIES Technical Supprt Prvide daily truble-shting technical assistance t the Service Centre team using the established ticketing system. Ensure in-depth knwledge and experience t prvide supprt in the fllwing areas: The Raiser s Edge database must have Administratr level knwledge Banking including Crprate Online, IP Payments, and financial recnciliatin Excel and VBA High level skills Crystal Reprts Ensure timely respnse t technical supprt tickets raised and manage cmpeting pririties t reslve issues and maintain cntinuity f daily running prcesses. Prvide instructin, training and dcumentatin fr technical tasks. Maintain an up t date catalgue f dcumentatin. Create lng-term slutins and supprt fr technical systemic prblems encuntered by the Service Centre team. Evaluate risk f technical issues and cmmunicate with department heads r stakehlders when the impact f an issue may affect their department r prcesses. 28 Octber 2015 Page 2

3 Daily Administratin & Reprting Imprt and frmat new receipt letters fr quarterly appeals, emergency appeals, and special appeals t be used within The Raiser s Edge autmated receipting prcess. Maintain data hygiene fr all Service Centre data entry tasks by manipulating gift, batch, Attribute, and Actin recrds fr the purpse f crrect reprting and Médecins sans Frntières financial accuntability cmpliance. Update cnstituent letters t maintain relevance and apply crrect cding. Generate mnthly reprts reflecting Service Centre wrk with the aim f identifying systemic prblems, pattern behaviur, r incmplete wrk. Data t be cllated, analysed, and discussed with Service centre manager. Create and generate regular reprts t identify dnr behaviur which can affect the daily wrklad f the Service Centre team. Rutine checks and maintenance f Médecins sans Frntières financial accuntability specific items such as: Tracking page number cntinuity Cmpletin f cmmitted batches Crrect applicatin f Appeal IDs, Campaign IDs, Fund cdes, Gift amunts, and receipt numbers Receipt acknwledgement/missing receipts Prcess regular receipting circumstances which fall utside the receipting prcess. Maintain and run receipting prcesses fr the fllwing: Deceased Estate Receipts Receipts which are nt picked up by the End f Financial Year receipts Early End f Financial Year receipts Mnthly dnrs wh require a mnthly receipt Generate analytical reprts as required fr the Service Centre, Fundraising, and Finance departments. Stand in as a backup t run all prcesses yu maintain. Technical Prject Management Develp new systems t incrprate the changing and grwing requirements f the Fundraising and Finance departments. The new systems shuld be created with the aim t minimise the impact n Service Centre team members while prducing the intended utcmes f the Fundraising r Finance departments. Develp r adapt existing prcesses t incrprate the changing needs f the Service Centre team and Médecins sans Frntières dnrs. The new systems shuld take int cnsideratin the implicatins f change n the wider rganisatin. Maintain expert knwledge in relevant areas and prvide advice and technical expertise t assist prjects undertaken by ther Service Centre team members r ther departments. 28 Octber 2015 Page 3

4 Undertake risk assessment and wrklad assessment fr the prjects in relatin t Service Centre activities. Mnitr prject utcmes, generate evidence-based reprts, and cntinue t prvide technical assistance fr the prjects. Endeavur t fresee prblems and find new slutins, simplify prcesses, and create an efficient Service Centre wrking envirnment. Prepare prfessinal written prpsals fr system changes r new prcesses t be presented t the Service Centre manager r Head f Finance and Administratin. Develp methds fr integrating new technlgies t allw mre efficient wrk fr Service Centre members in their daily tasks. Previus examples f intrducing new technlgies fr specific Service Centre requirements are: Barcde scanners fr data entry Payment gateway banking Bpay dnatin prcessing Manage a small team f skilled vlunteers t aid in the cmpletin f lng term prjects. The ability t manage the vlunteers wrklad, deliver clear instructins, and delegate tasks effectively is crucial t using the vlunteer resurce. Respnsible fr the executin and nging imprvement f several scheduled prjects: Respnding t hundreds f dnrs with questins and cmments n their Fundraising survey, sent ut every tw years Generating receipts fr dnrs wh were nt included in the End f Financial Year receipt run, prcessed annually Deceased estate receipts which are nt included in any ther receipting prcess, sent ut quarterly Undertake any relevant tasks r prjects as directed by the apprpriate management line. SELECTION CRITERIA Essential Criteria: Criteria 1 Criteria 2 Criteria 3 Criteria 4 Demnstrates experience and knwledge f the fundamental prgrams assciated with the rle: Administratr level skills in The Raiser s Edge database Advanced Micrsft Excel skills Basic Crystal Reprts skills Advanced skills in Micrsft Wrd including Wrd mail merge. Basic VBA skills Familiarity with, expsure t, and experience analysing cmplex data sets. Exceptinal attentin t detail. Ability t wrk in a team and cllabrate with stakehlders in ther departments. 28 Octber 2015 Page 4

5 Criteria 5 Ability t manage large prjects t cmpletin. Crdinate technical testing, analyse, and reprt n prject utcmes. Criteria 6 Criteria 7 Criteria 8 Criteria 9 Desirable Criteria: Other Excellent time management skills t assist in managing multiple pririties. Wrk autnmusly under brad directin with a cncurrent need t reslve issues and deliver quality utcmes within a deadline. Effective cmmunicatin skills and an ability t deliver cmplex technical infrmatin in plain English terms t department heads. Current right t wrk in Australia. Expsure t a similar wrkplace in an NGO envirnment, ideally in a Service Centre. Business writing skills. Prject management experience. Ensure wrk undertaken is cmpliant with Natinal Privacy Principles. Ensure all wrk prduced is in accrdance with Médecins Sans Frntières Australia financial accuntability prcesses. Ensure all wrk undertaken is cmplaint with PCIDSS principles. Any ther relevant cmpliance regimes including OHS. TRAVEL It is unlikely this psitin will be required t undertake any interstate travel. This psitin will nt be required t undertake internatinal travel. APPLICATIONS Applicatins MUST address individual selectin criteria listed abve and demnstrate high level Raisers Edge experience. Yu shuld als write a cver letter indicating why yu want t wrk fr Médecins Sans Frntières Australia and attach a cpy f yur CV. Please nte that a criminal recrd check may be required as part f the selectin prcess. Applicants with criminal recrds will nt autmatically be ineligible fr the psitin they are applying fr. Médecins Sans Frntières Australia has a Child Prtectin Plicy in place and all emplyees are required t cmply with this plicy (which is available n ur website). Applicatins are cnsidered as and when received. Applicatins and enquiries t HR Advisr, 28 Octber 2015 Page 5

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