DEPARTMENT DESCRIPTION

Advancement Services manages all campuswide and UCDH philanthropic technology and support as well as centralized private philanthropic support acceptance, processing, and administration. Services provided include data visualization, programming support, data/information management, data analysis, system auditing, and compliance, formulation, and implementation of gift policies, acceptance and processing of gifts, and user documentation and training. The organization consists of a customer services team, a help desk and training team, a business intelligence team, a data services team, and a gift services team.

The Advancement Services teams are critical to the strategic initiatives of the campus and the UC System as its services and systems are utilized by all campus departments and by UCOP in performing complex financial analyses and predictive modeling. Advancement Services is the office of record for all alumni and donors of the University of California, Davis

JOB SUMMARY

The division of Development and Alumni Relations (DEVAR) and Advancement Services embrace and value diversity, equity, and inclusion (DEI). We are committed to employing and retaining a diverse workforce and have programs and policies in place to ensure all employees can succeed regardless of race, color, national origin, religion, sex, gender expression, gender identity, gender transition status, pregnancy, physical or mental disability, medical condition, genetic information, ancestry, marital status, age, sexual orientation, citizenship, or service in the uniformed services, including protected veterans. In acknowledgment of historical and current injustices faced by marginalized members of our global UC Davis community, we are firmly committed to supporting our Principles of Community and applying tenets of diversity, equity, and inclusion into every aspect of our everyday work and organizational culture. Under the direction of the Customer Services Manager, this position serves as a business systems analyst responsible for business and systems analysis, testing, and ongoing maintenance of the Division of Development and Alumni Relations (DEVAR) database of record and associated reporting tools and projects. Work closely with business relationship managers (product owners), development staff, operations staff, business units, and management in the support of existing and new products. Provide support to customers and team members to maintain project timelines, address complex reporting, and ensure outstanding service to customers.

Lead requirement analysis and produce business/functional requirements for enhancements, application upgrades, and contributions to DEVAR systems and tools. Elicit, translate and document client needs into project requirements. Develop acceptance criteria, process flow diagrams, and other necessary project documentation. Design, develop, and implement road maps, plans, and proposals that address the functional needs of users as it relates to projects and reporting requests. Identify associated priorities, opportunities, and risks.

Work closely with functional, technical, and training divisions to ensure functional needs of users are addressed. Review and suggest potential design solutions that satisfy user needs and improve business efficiency. Troubleshoot end-user reports and system issues to resolution as Tier 2 support by identifying and isolating technical or training deficiencies.

Maintain knowledge of the intricacies, dependencies & complexities of all Advancement Services analysis tools, including but not limited to Advance Web, Michelangelo, Crystal Reports, PL/SQL, Excel, Access, Anthology Encompass, and Microsoft PowerBI. Apply industry standard best practices to determine which tool is most appropriate to resolve a specific issue with a sense of urgency.

A significant degree of independence and decision-making is expected as the position will own implementation of enhancements during project implementations.

This is not an H1-B opportunity.

POSITION INFORMATION

PHYSICAL DEMANDS

• Mental Demands: Analytical and Problem Solving - Frequently, Confidentiality - Frequently, Customer Contact - Frequently, Detailed Work - Frequently, Math - Frequently, Multiple Concurrent Tasks - Frequently, Reading (documents or instruments) - Frequently, Reasoning - Frequently, Training - Frequently, Verbal Communication - Frequently , Written Communication - Frequently
• Physical Demands: Sitting - Frequently, Speaking, Standing - Occasionally, Writing - Frequently, Talk or Hear – Frequently, Operate computer equipment in close quarters. Prolonged sitting and extensive keyboard use for extended periods of time.
• Visual Acuity Requirements: Close Visual Acuity (e.g., viewing a computer screen; using measurement devices) - Constantly.
• Equipment Used to Perform the Duties: Calculator, Computer and Peripheral Equipment, Copier, Fax, Telephone - frequently.

WORK ENVIRONMENT

• Work occasional evenings/nights, weekends, and holidays.
• The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

EXPECTATIONS

Leadership:

• Hands on, proactive, leader of self, colleagues, and customers
• Work independently using sound judgment with minimal direction: self-motivate to initiate and follow-through on tasks despite a heavy workload, frequent interruptions, and/or distractions.
• Set timetables to meet deadlines, goals, and objectives.
• Quickly learn new technologies and their application environment.
• Think creatively and apply innovative concepts to programming.
• Work effectively as a team member with customers and other Advancement Services team.
• Establish objectives and develop and implement short-term and long-term solutions/plans.
• Set priorities according to management’s expectations.
• Work productively in a fast-paced environment.
• Behavioral traits expected to be demonstrated in this position include dependability, cooperation, initiative, and adaptability.

Communication:

• Escalate issues to supervisor appropriately and develop job knowledge across customer base.
• Effectively present information (oral, written, presentation, documentation).
• Utilize communication skills to understandably and effectively describe technical requirements to technical and non-technical audiences.
• Exercise tact and diplomacy in dealing with others and establish and maintain cooperative working relationships.

Customer Service:

• Meet client and management expectations by being consistently punctual, reliable, and flexible.
• Make complex decisions, understand implications, and anticipate consequences.
• Practice organizational skills to establish priorities, organize tasks, and direct effective implementation of tasks in a demanding work environment.
• Develop recommendations and alternative courses of action.
• Cultivate trust and build successful working relationships with service managers, project managers, and other relevant staff and management in response to constantly changing projects, priorities, resources, and information.
• Exercise discretion at all times when working with clients.
• Maintain positive and professional relationships with staff.
• Work with a diverse group of people in such a manner as to build high morale and group commitment to goals and objectives.

Safety:

• Accountability for the safekeeping of resources in the employee’s care and custody and for following and implementing the cyber-safety guidelines.
• Maintain confidentiality of donor and prospect files and other departmental information.

QUALIFICATIONS

Required:

Minimum Education/Experience

• Experience with synthesizing complex technical and conceptual information and dynamically presenting understandable alternatives, both orally, digitally, and in writing, to individuals of varying technical expertise at all levels of the organization.
• Experience using organizational and time management skills to organize work, plan, delegate, coordinate and set priorities effectively and independently; multi-task and adapt to changing priorities to progress timely and simultaneously on multiple projects with sound judgment and decision-making.
• Experience leading the development of functional and technical specifications for business processes, report development, system modifications, and comprehensive regression test plans.
• Experience in managing information technology projects for which a structured project approach was applied.
• Experience in building and managing customer/client relationships in a technical service-oriented environment.
• Experience analyzing complex reports and policies in a multi-fund source, public service environment.
• Experience using verbal, and non-verbal communication skills to establish and maintain cooperative working relationships in a team-oriented environment and exercising tact and diplomacy in conflict resolution with audiences such as peer institutions, software vendors, donors, customers, students, staff, and/or university administrators.

Preferred:

Preferred Education/Experience

• Bachelor’s degree in Computer Science or equivalent education or equivalent combination of related education and experience.
• Experience in the principles of customer service (ITIL) and project management frameworks (Kanban, Scrum) in technology-related areas.

Preferred Knowledge, Skills, and Abilities (KSA)

• Sophisticated knowledge and experience with software products common in higher education advancement such as Microsoft Office Products (including PowerBI, Excel, and PowerAutomate) and CRMs such as Ellucian Advance.
• Knowledge and understanding of data update and review procedures to analyze and evaluate system design specifications and prototypes, and recommend effective data maintenance and update mechanisms and functions.
• Awareness, knowledge, and skill in applying diversity, equity, and inclusion to one’s work. A profound belief in the value of a diverse and safe workforce and a commitment to achieve this goal through collaboration and team building, working cooperatively with a diverse group of department and campus constituencies. profound belief in the value of a diverse and safe workforce and a commitment to achieve this goal through collaboration and team.

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve.

We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.

As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.

The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.