Conservation International (CI) seeks a candidate for its IT and finance teams to support multiple key business systems within the IT and Finance departments, including CI’s primary finance system, Business World, the external grants management system, Conservation Grants, and travel and expense system, Concur. This position will serve as the primary point of contact for the global user community performing such duties as responding to service requests, troubleshooting issues, performing common system administration tasks, and ensuring data consistency. The candidate will also proactively identify common issues, develop training and communication strategies to improve user experience and performance, and contribute to product development by identifying areas of potential improvement. In addition, the analyst will participate as a member of the various product teams to assist in the development, testing, and rollout of new system features and upgrades.

Candidates should demonstrate strong analytical skills and technical aptitude, an understanding of accounting and financial reporting and/or grants management, experience from a user and a system manager perspective, good customer service and communication skills, the ability to triage and reprioritize caseload, and to follow-up on open issues. Patience with a diversity of user skill levels and determination to resolve issues in a timely manner are essential qualities. Experience with Salesforce/FoundationConnect, Business World (formerly Agresso), and Concur are preferred.

RESPONSIBILITIES

ConservationGrants Support:

• Manage the Conservation Grants User Support program, supporting users, both internal and external applicant/grantee community, including answering questions and troubleshooting user issues, and developing support procedures.
• Develop, maintain, and execute a training program using a variety of modalities including face-to-face and online for users around the globe with varying levels of connectivity.
• Develop and maintain all institution-wide and program-specific guidance documents and policies related to the use of the Conservation Grants system, disseminate updates and oversee the translation of materials.
• Assist CG team in the development of solution options in Salesforce based upon user requirements.
• Contribute to release management activities, including review, QA testing, and evaluation of Salesforce and Foundation Connect recurring releases.
• Monitor and troubleshoot interface errors
• Actively participate in the development of new solutions by gathering requirements and reviewing potential solution options with the product owners or stakeholders.

Financial Systems Support:

Responsible for all aspects of end-user support for all financial systems. This includes the following:

• Conduct Initial review and triage of all incoming tickets. This includes assignments to super users and other team members as needed to resolve more complex tickets.
• Resolve service tickets, including documentation in the ticketing system and communication with affected users and IT stakeholders.
• Oversee creation, maintenance, and termination of user accounts in all systems.
• Troubleshoot and maintain workflow processes for appropriate systems including redistribution and setup/maintenance of substitutes.

Other duties as assigned by supervisor.