Job Title: Database and ICT Officer

Job description Part 1: Job profile

Job title: Database and ICT Officer February 2010

Fixed term contract of twelve months part-time (21 hours per week). The post has a probation period of three months.

1.1. Main purpose of job

 Lead responsibility for the ongoing development and technical management of Bond’s CRM database (currently Salesforce), including integration with other Bond IT systems, software and databases.

 Support to Bond staff in the use of the CRM database.

 Coordinate first and second line IT support to Bond staff provided by external service providers and internal resources.

1.2. Position in organisation

 Reports to the Finance, Administration and Systems Manager  Part of the Finance, Administration and Systems team  Works with Bond secretariat staff, liaises with external service providers

1.3. Scope of job

• Responsible for the ongoing development and technical management of the Bond CRM database • Manage the CRM database to ensure compatibility and integration with Bond’s other organisational IT and communications application (e.g. website, e- communications, accounting software and e-payments, etc) • Provide support to Bond staff to enable them to utilise the functionality of the Bond CRM database and related IT and communications applications (e.g. through direct training support, coordination of external training provision, development of materials etc) • Ensure an appropriate level of general IT support is available to Bond staff, through coordination of external IT support services, internal staff and other resources, and relevant training Part 2: Duties and key responsibilities

2.1 Management, ongoing development and integration of the Bond CRM database 35%  Lead responsibility for management and ongoing development of the Bond CRM database application(s) (currently Salesforce)  Focal point for database support and development across teams  Manage the implementation of database systems including integration with other organisational software and communications applications (e.g. website, e- communications, finance database and ICT infrastructure)  Create CRM database logins and manage user profiles  Manage e-mail subscriptions (conversion of leads into contacts)  Participate in Salesforce user group and actively promote developments in the software to meet the needs of Bond and its membership

2.2 Support to Bond staff in the use of the CRM database 35%  Coordinate and/or deliver induction training and training on new database functionality for staff, and development of training materials as required  Provide support to staff in the use of the CRM database reporting functionality  Co-ordinate and advise staff on management of information on the database and regular monitoring for input quality and data integrity

2.3 Coordinate ICT support to Bond staff 20%  Coordinate external maintenance support contract from service providers and monitor their performance, in liaison with the Finance Administration and Systems Manager  Coordinate provision of first-line ICT support to Bond secretariat  Review, update and ensure compliance with ICT procedures and policies  With the Finance, Administration and Systems Manager oversee the ICT budget and purchasing  With the Finance, Administration and Systems Manager oversee the ICT system and data integrity, virus protection and disaster recovery processes  Keep abreast of new developments in IT systems and software and provide recommendations on best use of new developments to improve efficiency of Bond’s ICT systems, within practical budget constraints  Coordinate training on ICT systems and induction for new staff  Support Health and Safety officers in ensuring Bond’s IT systems meet best practice in terms of Health and Safety

2.4 Work with members on sectoral issues concerning IT 5%  Keep abreast of ICT developments across Bond’s membership, specifically in the are of adoption and development of the Salesforce CRM database, and feed these developments into appropriate for a (e.g. Salesforce user group) to inform future development of the product  Participate in member and sectoral networks around ICT development and management as appropriate for Bond

2.5 General 5%  As a member of the Finance and Administration Systems team, and the Secretariat, play an active role in the planning, fundraising, budgeting, monitoring and reporting of Bond’s work  Such other duties as may reasonably be required from time to time  The post is self-servicing. Part 3: Person specification

The criteria below are the minimum necessary for effective performance in the post. The applicant must demonstrate how they meet or could meet each of them through the application form and, when necessary, through job specific tasks and at interview. Experience may come from paid and/or unpaid work.

Knowledge 1. Knowledge of database systems and design, best practice in data management and writing and developing reports (E) 2. Knowledge of database and systems integration (E) 3. Knowledge of the Salesforce platform or other similar CRM applications (e.g. Raisers Edge) (D) 4. Knowledge of security and data security issues (D) 5. Knowledge of international development or UK voluntary sector (D)

Experience 6. Experience of implementing, developing and managing CRM databases (E) 7. Experience of support to database users and ability to handle users sympathetically (E) 8. Experience of managing relationships with external IT service providers (E) 9. Experience of delivering training to database users (D) 10. Experience of working through user groups to influence software development to meet client needs (D) 11. Experience of design of interface tools between databases 12. Experience of accounts software applications 13. Experience of providing first line ICT support to users in a small to medium size organisation (D) 14. Experience of managing budgets (D)

Abilities and aptitudes 15. Ability to work independently and within a team, often under pressure (E) 16. Ability to train and support others, expressing technical information clearly and handle user enquiries with patience and respect (E) 17. Good communication skills, particularly interpreting and communicating ICT support issues (D)