Project Analyst - CRM

Position Summary

This position is responsible for managing the accurate translation of CRM functional and non-functional solutions from requirements gathered, research and analysis to contribute to the successful design, development, testing and delivery of a new Fundraising CRM (Blackbaud CRM), in line with the Foundation strategy.

Exceptional in business process mapping and platform configurations, the Project Analyst will develop and maintain a suite of artefacts including but not limited to, AS-IS TO-BE process maps, gap analysis, process automation, data architecture, workflow and sharing rules. The incumbent will possess sound project management skill, with technical and methodical mind for complex problem solving, and support the CRM Project Manager in keeping the project scope and timeline.

This is a specialised full-time fixed term role within the Finance and Operations unit while the Foundation is undergoing a CRM Transformation Project to replace its existing fundraising database to an enterprise-level fundraising CRM.

Enterprise Agreement

Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025

Classification or Salary Range

HS3

Immunisation Risk Category

Immunisation Category C

Key Relationships

Internal    
•    CRM Project Manager
•    CRM Change Manager
•    Database and Analytics Manager
•    Senior Database Officers and Database Officer
•    Chief Executive Officer, Foundation
•    Foundation Program Managers
•    Supporter Engagement Team
•    PMCC IT department
•    PMCC Finance department

External    
•    Consultants
•    Data Suppliers
•    Platform vendors

Skills

Essential Requirements    
• Excellent knowledge of enterprise-level CRM, preferably fundraising databases
• Sound project management, process mapping, requirements gathering techniques and translation of business use cases/user requirements into functional solution. Be hands-on with design and database configuration with high degree of accuracy.
• Technical expertise in relational database design and configuration, process automation, data modelling, manipulation, extraction and migration.
• Strong analytical and problem-solving skills with the ability to collect, organise, analyse and disseminate significant amounts of information with attention to detail, and accuracy.
• Clear communication to people with various understanding of data, and ability to present findings and negotiate design solutions and outcomes.
• Strong system and user testing skills including the ability to write testing scripts and manage test phases during the project lifecycle.
• Sound understanding of the principles of good data governance in relation to fundraising legislative and regulatory compliance requirements, including knowledge of privacy and PCI-DSS legislative requirements.
• Self-motivated and a go-getter with excellent organisation skills and detail-oriented
• Ability to foster positive and collaborative relationships with key stakeholders, service providers and team members
• Ability to train and coach staff in the use of the database

Desirable Requirements    
• Experience with Raiser’s Edge, Blackbaud CRM or other Blackbaud products
• Experience in the not-for-profit sector and demonstrate fundraising knowledge and understanding of best practice principles and procedures in the not-for-profit sector
• Tertiary qualifications in information management systems, business analytics, project management or similar
• An interest in cancer research and treatment and an ability to work within cancer health guidelines
• Accreditation by FIA, ADAPE or CFRE

Key Accountabilities

1.  Key project resource from initiation to delivery and post implementation. Act as an internal subject matter expert throughout the project.    
• A business and technical subject matter expert with knowledge and insight into the Foundation’s fundraising data, processes and tools.
• Represent the Foundation as a key project resource and contact.
• Actively participate in all project meetings including design sessions to help facilitate business requirements discussions in line with project scope and timeline.
• Drive the discussion and implementation of various integrations and process automation of related data management systems including, but not limited to, SFTP, payment gateway, online fundraising tools and reporting tools.
• Participate in discussions and provide recommendations on the overall solution design to assist with key decision making
• Maintain project scope, timeline, objectives, milestones, and communications
• Coordinate with vendor/implementation partner on internal materials, resources or feedback requested.
• Provide advice on the new CRM configurations, and be hands-on and timely with all database configurations, with a high degree of accuracy and must align with user requirements.
• Manage and run agile rituals including sprint backlog and work assignments within the Azure DevOps project kanban board.
• Ensures confidentiality of data and adherence to privacy policies, compliance with financial regulations and non-profit best practices

2. Manage project documentation and reporting    
• Develop, deliver, and manage all documentation and artifacts during the project lifecycle, from the AS-IS and TO-BE process maps through to the procedure guides to be handed over to the BAU team.
• Map processes and translate use cases, business scenarios and user requirements into functional documentation for technical discussion and delivery.
• Monitor project progress against scope and delivery target. Develop project status reporting and dashboard in consultation with the Project Manager and assist with regular status updates to project committees and stakeholders.

3. Lead data integrity tasks and data migration     
• Manage, maintain and action a suite of data integrity queries and clean-up activities to ensure data readiness for migration.
• Implement mechanisms to uplift data quality, integrity and database performance including refining data tables/structures, managing duplicates and invalid data.
• Create and maintain database reference table and data schema to assist with mapping to new CRM and migration
• Audit and log data issues, and planned actions
• Work with Data Analyst to build data quality reporting and dashboards to track the progress of data integrity activities.
• Coordinate data clean-up activities with the Database team and wider Foundation team

Key Accountabilities (Contd..)

4. Manage User Acceptance Testing (UAT), QA, and user training framework as part Project Change Management.     
• Lead the testing and QA of delivered solutions; develop testing scenarios, coordinate user acceptance testing (UAT), collate testing results, and resolve defects with the solution consultants/implementation partner.
• Works with the Database and Analytics Manager and Change Manager on change management activities to ensure successful adoption of the new CRM.
• Assist the Change Manager in the development of the training framework and coordinate the user training to systematically onboard Foundation to the new CRM
• Provides appropriate support and resources to internal stakeholders during the project lifecycle, including post Go-live into Hypercare.

5. Ensures compliance with PMCC and PMCF policy and procedures    
• Ensure all individual and database fundraising activities comply with all applicable Australian laws and regulations; PMCF policy and procedures; fundraising legislation; standards and codes of conduct in relation to members of the public, supporters and donor communications, their engagement, transactional processing, data collection and transfer

6. Team participation    
• Work collaboratively to ensure strong positive and professional working relationships with internal and external project team members and within the Foundation
• Internal and external positive feedback
• Evidence of learning and continuous improvement within team
• Demonstrate willingness and carries out other duties as requested to contribute to an effective, proactive, and professionally run Foundation office