Temporary Systems Support Manager

Company description:

The National University of Singapore is the national research university of Singapore. Founded in 1905 as the Straits Settlements and Federated Malay States Government Medical School, NUS is the oldest higher education institution in Singapore

Job description:

NUS OAR

The NUS Office of Alumni Relations (OAR) fosters a lifelong relationship between the National University of Singapore (NUS) and its alumni. It provides a platform for alumni to stay connected with the University and each other through various programmes, events, and networking opportunities. OAR supports alumni in their personal and professional development, encouraging their involvement in university initiatives and community service. By promoting a vibrant and engaged alumni network in Singapore and globally, OAR aims to strengthen the NUS community, enhance its reputation, and contribute to the university's mission of excellence in education, research, and service to society.

Job Description

To augment OAR's Data & Systems (D&S) team and take on the management of the Alumni CRM (Blackbaud CRM) and Event System (Gevme) allowing existing D&S staff to undertake the migration of the Alumni CRM from Blackbaud to Salesforce.

1. Customer Relationship Management (CRM):

• Manage and maintain the Blackbaud CRM system, ensuring alumni data is consistently accurate, complete and up-to-date.

• Collaborate with NUS IT to plan, implement and test system enhancements, upgrades and resolve technical issues efficiently.

• Oversee and execute data imports and integrations to maintain seamless information flow with a high level of data quality and integrity.

• Conduct comprehensive onboarding and training sessions for Colleges, Faculties, Schools, Hostels, and Administrative Units to maximise CRM adoption and usage.

• Develop, update and distribute user manuals, training materials and documentation to support end-users in their daily operation

2. Event Management System:

• Administer and maintain the Gevme event management system, including user access, event setup and ongoing support.

• Troubleshoot and resolve system issues to ensure uninterrupted event management operations.

• Partner with Colleges, Faculties, Schools, Hostels, and Administrative Units to support and enhance alumni outreach through effective event planning, execution and post-event follow-up.

• Provide guidance and technical support to internal stakeholders in organising alumni events, ensuring high levels of engagement satisfaction.

• Perform data imports related to events into the CRM, ensuring accuracy and consistency between systems

3. Alumni Helpdesk Management:

• Manage the alumni helpdesk mailbox, responding to system-related queries and requests with prompt, professional and solution-oriented communications.

• Liaise with internal and external stakeholders to resolve technical issues, escalate complex cases where necessary and ensure high levels of user satisfaction

4. IT and Data Management:

• Oversee the administration and maintaince of the departmental SharePoint site and network drive, ensuring content is current, accurate, and logically organised with proper permissions.

• Provide first-line technical support for IT-related matters within the department, including hardware, software, connectivity and system access issues, in coordination with central IT support as required.

Qualifications

• Experience - 3-5 years of hands-on experience administering, supporting and troubleshooting CRM and event management systems, ideally within a higher education or non-profit environment. Direct experience with alumni relations will be an advantage. Prior exposure to Blackbaud CRM and GEVME platforms is strongly preferred.

• Data Accuracy - Strong attention to detail with proven experience managing data imports, performing data validation and upholding data integrity within complex systems.

• Analytical & Problem-Solving - Demonstrated analytical and troubleshooting skills to proactively identify, investigate and resolve issues in CRM and event management platforms.

• Training & Support - Experience in developing and delivering effective user training, user guides and support users on CRM and event management system functionalities.

• Reporting & Analysis - Proficient in generating, interpreting and presenting reports on event performance and alumni engagement metrics to inform decision-making.

• Communication - Excellent written and verbal communication skills for effective collaborate cross-functional teams, stakeholders and external partners.

• Organisational Skills - Strong organizational and time-management skills, with the ability to manage multiple priorities and tasks concurrently.

More Information

Location: Kent Ridge Campus

Organization: Office of Alumni Relations

Department : Office of Alumni Relations

Employee Referral Eligible: No

Job requisition ID : 30331