Enterprise Applications Analyst

Location
Washington, DC
Posted
Apr 11, 2019
Closes
May 11, 2019
Ref
763
Function
Analyst
Industry
Nonprofit
Hours
Full Time
The Kennedy Center Information Technology department provides and supports a variety of applications, systems and tools to staff, performers, patrons and other constituents to enable its mission to be accomplished. This includes, but may not be limited to ERP systems for HRM and Finance, CRM systems for donor and customer management, Venue management software, internal and external websites, management systems for performance and event ticketing, gift shop POS, parking, and reporting across all data sets.

Operating within the IT department, the Business Systems team is responsible for supporting and enhancing the suite of business applications, including CRM (Tessitura), Artistic Venue Management Software (ArtsVision), and ERP System (Lawson).

The goal of the team is to enable a superior patron experience, maximize the performance and efficiency of user departments, optimize cost and maintain maximum availability, reliability and accuracy. This team also sets and promotes project management best practices across the larger IT department and stakeholder groups.

We are passionate about the arts and our mission and support it by ensuring the success of a wide range of user groups including artistic programming, education, ticketing, fundraising, marketing, finance, production and facilities.

As we implement a series of exciting and strategic initiatives to better utilize technology and data to provide superior customer experience, we are looking for a technically astute, service oriented new team member who enjoys making changes happen.

Duties and Responsibilities:
  • 30% Work closely with stakeholders in various departments to translate business needs into processes and technical requirements, and configure system features and global settings accordingly. Work with vendors and assist in development of new features and functionality within systems.
  • 30% Respond to business applications service requests in accordance with established service procedures and guidelines by performing diagnosis, break/fix, account and permission administration, user training, and access control for applications, systems and tools in accordance with Center policies. Identify and diagnose common problems and propose, develop and implement remedies to alleviate symptoms or remove causes. Assist in software upgrades, patches and other regular maintenance.
  • 30% Develop and maintain detailed, comprehensive, and well-structured test plans and test database. Communicate with internal project, development, requirement and release teams, to develop and apply testing processes to meet user needs. Execute manual tests for functional or regression testing, and work with stakeholders to assist them in user acceptance testing. Interpret and report testing results, and work with project managers on timeline calculation and release sequence.
  • 10% Assess, recommend and develop training materials to address user needs and deliver in person training. Develop and maintain productive relationships with users to understand and address user needs, and identify opportunities to deliver improved service or functionality.
  • N/A Responds to the needs and requests of Kennedy Center management and staff in a professional and expedient manner.
  • N/A Adheres to all employer policies and procedures.


Education/Experience

Bachelor's degree in technical fields, Management Information Systems, or Business Administration

2-4 years' experience in administering or acting as a key user of a CRM, ERP, or database system, preferably systems supporting ticketing and/or fundraising or other constituent relationships preferred

Experience with SQL a plus

Minimum Skills and/or Knowledge Required
  • Strong desire of achieving operations excellency and efficiency through technology-oriented, process-oriented, data-driven, and systematic solutions
  • Excellent troubleshooting and problem solving skills
  • Proven ability to partner with business leaders to provide appropriate technology solutions, and to build productive relationships with technical and non-technical users
  • Excellent written and verbal communication, particularly the ability to effectively communicate to non-technical audiences regarding technical matters
  • Pleasant, positive outgoing manner and solution oriented attitude. Strong Customer Service skills.


Physical Demands

While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position frequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.

Work Environment

The noise level in the work environment is normal.

No travel required.

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