POSITION DESCRIPTION

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1 POSITION DESCRIPTION POSITION TITLE: Database Support Officer ROLE GRADE: 7 REMUNERATION: COST CENTRE: Circa $66,115 - $69,788 (inclusive of 9.5% superannuation) commensurate with qualifications and experience Marketing and Fundraising Database LOCATION: Melbourne DATE REVIEWED: May 2015 POSITION BASIS: Full time 1.0FTE, Ongoing Introduction is a national non-profit organisation protecting the natural environment through the management of land and water of high conservation value. Bush Heritage has more than 37 nature reserves throughout Australia which total almost 1 million hectares. In addition Bush Heritage partners with Indigenous and agricultural land owners to assist with the conservation management of a further 3.8 million hectares. Established in 1991, Bush Heritage has 18,000 supporters Australia wide and an annual operating budget of over $13 million. Bush Heritage is primarily funded by donations from individuals and philanthropic sources. In pursuing its mission, Bush Heritage engages staff and volunteers across all the States and mainland Territories of Australia. Bush Heritage s culture requires a strong commitment to safety and the development of our people. Our values are: - Conservation goals are paramount - Our peoples health and safety is absolutely critical, - We are pragmatic, collaborative and creative, Page 1 of 5

2 - Our supporters are fundamental to our success, - We recognise and respect the Traditional Owners of the land. The organisation has six teams West Region, North Region, South East Region, Conservation, Marketing and Fundraising, and Corporate Services. Position Summary The Database Support Officer is responsible for supporting Bush Heritage s Customer Relationship Management (CRM) database systems, including configuration, user accounts and security, data integrity, user support and training, software updates, user documentation, queries and reporting. The role is also responsible for some backup data extractions and data uploads. Accountability The Database Support Officer reports to the Supporter Relations and Data Manager, and works closely with the Data Services Officer, Supporter Relations Team Leader, and the Direct and Digital Marketing Team Leader, and supports the activities Marketing and Fundraising, Community Engagement and Conservation Managers. Key Responsibilities and Duties The Database Support Officer contributes to the purchase and protection of conservation land by: 1. Supporting strong supporter and stakeholder stewardship and lifetime value by ensuring data is effectively captured, maintained and updated. 2. Minimising organisation risk by ensuring best practice data management including meeting security and privacy requirements. 3. Ensuring supporters and stakeholders are targeted and communicated with appropriately by ensuring accurate and comprehensive data. 4. Contributing to the financial stability of the organisation by ensuring the accuracy and security of data. 5. Contributing to costs savings by ensuring systems support efficient business processes. Key duties of the role include: 1. Champion the use of the CRM system as the central supporter and key stakeholder data system. 2. Liaise with all BH teams to ensure appropriate and accurate capture and tracking of supporter information. 3. Develop, document and implement business rules and processes that support business requirements, promote data integrity and accuracy, ensure centralised data storage. 4. Manage naming conventions and coding hierarchies to support accurate and effective reporting. 5. Provide expertise and support to end-users on CRM system and related tools. 6. Develop and maintain comprehensive user documentation on CRM business processes. 7. Develop training materials and deliver training to CRM users. 8. Manage user licensing, access and security rights for the CRM and associated systems. Page 2 of 5

3 9. Oversee the implementation of upgrades and enhancements 10. Develop and maintain reports and queries 11. Assist with data extractions and imports as required 12. Liaise with IT support and third party contractors to resolve issues, rollout upgrades and enhancements. 13. Other duties appropriate to the position as required from time to time, as agreed with the Supporter Relations and Data Manager Key Outcomes 1. All supporter data is captured and recorded on BHA CRM accurately and consistently. 2. Supporter data is maintained to a high standard ensuring as close to 100% accuracy as possible. 3. CRM systems meet BHA current and emerging business needs Qualifications, Skills and Selection Criteria Essential Support for the values and objectives of. Outstanding organisational skills, with the ability to manage a multi-task workload autonomously in a fast-paced environment. Demonstrated experience supporting CRM users in a marketing environment Demonstrated knowledge of CRM databases and ODBC principles Demonstrated skills in MS TSQL or similar Experience extracting and importing data Demonstrated experience developing reports, preferably in Crystal Reports and SQL Server Reporting Services Demonstrated ability to administer projects to deliver specified outcomes within agreed deadlines and budgets. Good problem-solving skills across technical systems (system bugs and performance). Strong written and verbal communication skills. High level of attention to detail. Good understanding of customer service principles and their application. Tertiary qualification in Information Management Systems or similar. Desirable Experience with imis, Raiser s Edge or similar fundraising CRM. Experience in the not-for-profit sector Certificate IV in Train the Trainer. Good understanding of finance principles in a transactional processing environment. Page 3 of 5

4 Experience supporting online functionality that is integrated with CRM such as online donation pages, user portals and Payment Gateways. Knowledge of Health, Safety and Environment, and risk assessment procedures and requirements. Direction and Guidance Reporting to the Supporter Relations and Data Manager and working closely Data Services Officer, the Database Support Officer is primarily responsible for fulfilling the various responsibilities associated with this position. As a self-starter, it is expected that the incumbent will contribute towards improving the effectiveness of systems being managed including the development of new systems where required. CEO and the Board Gerard O Neill is Bush Heritage s Chief Executive. The Board Chair is Louise Sylvan, and Directors include leading Australians from business and commerce, government, non-government and private sectors, conservation and science. Bush Heritage demonstrates a strong commitment to Indigenous people and has Indigenous representation on the Board. Policies and Work Place Practices Bush Heritage people and managers are responsible for and commit to: Using and ensuring adherence to Bush Heritage s values, policies and work-place practices; Ensuring Health, Safety and Environment compliance, acting and encouraging others to act in a healthy and safe manner; and Maintaining a team-oriented environment, managing and developing staff, and valuing diversity. Position Relationships Position title of supervisor Position titles which also report to supervisor Titles of positions that report to this position Key internal relationships Key external relationships Supporter Relations and Data Manager Supporter Relations Team Leader Data Services Officer Nil Supporter Relations Team, Direct and Digital Marketing Team, Key Relationships Team, Community Engagement Team Software suppliers, contract developers, service providers such as face to face supporter acquisition and telemarketing Page 4 of 5

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