PART 1:JOB PROFILE

DIRECTORATE:Corporate Services

TEAM:Information Systems

JOB TITLE:Business Systems Administrator

LAST UPDATED:6th June 2016

  1. MAIN PURPOSE OF JOB

To become the subject matter expert for the suite of Atlassian systems used by Samaritans. Undertake the role of systems administrator for Atlassian and Salesforce systems. Work with customers and other IS staff to promote and support continual development of Atlassian and Salesforce solutions and implementation of other business systems.

  1. POSITION IN ORGANISATION
  • Reports into: Business Systems Manager
  • Line Manages: n/a
  • Liaises with:Staff and volunteers at all levels within Samaritans Central Charity, the wider organisation, and external partners/suppliers
  • Works within a team of:11 (4 in the Business Systems function)
  1. SCOPE OF JOB
  • Administration and development of business systems
  • Maintenance & support of business systems
  • Continual improvement and adoption of business systems
  • Support implementation of new business systems
  • General duties of an IS team member
  • General duties of a Samaritans’ staff member
  1. DIMENSIONS AND LIMITS OF AUTHORITY
  • The Systems Administrator and SME for Samaritans’ suite of Atlassian Systems, including:
  • Samaritans Accounts (account authentication system)
  • Samaritans Service Desks (IS and other business areas)
  • Samaritans Intranet platform
  • Systems Administrator for Salesforce
  1. QUALIFICATIONS

Any of the following would be advantageous or equivalent demonstrable experience:

  • A computer-related university degree or equivalent qualifications or experience
  • Atlassian certification
  • Salesforce certification
  • A Microsoft certification
  1. SKILLS, KNOWLEDGE AND EXPERIENCE

The successful candidate will be able to demonstrate experience in designing and developing business systems aligned to the organisation’s strategic objectives.

Previous experience should include the following:

  • Experience using and administering Atlassian software solutions (particularly JIRA, Confluence and Crowd)
  • Experience and training in administration and best practices for Salesforce or a similar CRM system including:
  • Creating custom formula fields, field dependencies, validation rules, workflow rules, approval processes, field updates, email generation
  • Experience working with workflows and ideally Visualforce
  • Knowledge of 3rd party application integration with Atlassian and Salesforce solutions would be advantageous
  • Some experience and familiarity with web development languages and tools including HTML, CSS, JavaScript, APEX, Microsoft .Net MVC (or similar language).
  • Maintaining and writing documentation (both technical and end user)
  • Experience of change control and using source code control software (preferably git)

Skills

  • Proficient in administration of Atlassian software solutions
  • Proficient in CRM administration tasks such as creating profiles, roles, hierarchies, users, page layouts, templates, workflow rules, reports, dashboards, tasks and events
  • Ideally has knowledge of Visualforce and Force.com platform
  • Ideally has knowledge of Visual Studio development environment
  • Able to translate business requirements into changes required to a system
  • Able to anticipate customers’ needs
  • Able to respond quickly and efficiently tocustomers’ needs
  • Good organisational skills
  • Good written and verbal communication skills and experience of cross-departmental working
  • Project management/coordination skills
  1. PERSONAL ATTRIBUTES
  • Self-motivated and able to work with minimal supervision
  • Has a passion for problem solving and continuous improvement
  • Ability to prioritise workload and manage business expectations
  • Good interpersonal and communication skills with the ability to explain issues to technical and non-technical audiences
  • Positive, customer-focussed attitude
  • Good team worker
  • Good attention to detail and checks quality of own and other’s work

PART 2: DUTIES & KEY RESPONSIBILITIES

Administration and Development of Business Systems

  • Administration of Atlassian systems (Samaritans Accounts, ServiceDesk solutions, Samaritans Intranet)
  • Administrationof Salesforce including:
  • User setup, profiles and roles, customisation of objects, page layouts, validations, view lists, data uploads and extracts
  • Act as SME for Atlassian and other systems implemented by Samaritans
  • Review the opportunities and impacts of new Atlassian and Salesforcefeaturesreleases. Communicate these and their impacts to the rest of the organisation.
  • Review, manage and document requested changes to the Atlassian and Salesforce systems.

Maintenance and Support of Business Systems

  • Provide support for Atlassian, Salesforce and other systems as required
  • Work with Atlassian support partners to manage and implement platform upgrades and plug-in updates for the Intranet and other solutions
  • Create and maintain documentation such as process guides, configuration standards, change logs and help related materials for users
  • Monitor and manage use and data quality, coordinating clean-up exercises where necessary
  • Manage the day-to-day relationship with implementation and support partners.
  • Work alongside Service Desk and Support teams

Continual improvement and adoption of management information systems

  • Actively work with staff and volunteers to encourage adoption of Atlassian and Salesforce platforms and best practices
  • Train new and existing users on how to use Atlassian, Salesforce and other systems
  • Keep abreast of new Salesforce and Atlassian features and functionality, and provide recommendations for process improvements
  • Create and set up new apps, objects, workflows and automated emails on Salesforce
  • Develop and create reports and dashboards for the organisation, training the organisation where possible (ensuring consistency etc)
  • Run or assist with running user groups
  • Work closely with the Digital Communications team and Salesforce partner to create and roll out web-to-CRM integrations as needed
  • Assist with and coordinate release management and installation of software
  • Ensure information systems are managed to the agreed data protection, retention and confidentiality strategies

Support implementation of new business systems

  • Liaise with developers regarding changes to and support of Atlassian, Salesforce and other systems.
  • Provide project management support and manage small projects.
  • Coordinate systems and user acceptance testing

General duties of an IS team member

  • Contribute to the efficient running of the IS team
  • Attend IS team meetings
  • Provide support and assistance to other members of the IS team as requested by the Head of Information Systems
  • Investigate and implement best practice with regards to data processes and improvement
  • Keep abreast of technology developments both within and outside of Samaritans’ industry through creating a network of colleagues and attending industry / technology seminars as appropriate to help Samaritans deliver and maintain competitive advantage

General duties of a Samaritans’ staff member

  • Contribute to the effective and efficient running of the Samaritans Central Office as appropriate
  • Participate, as appropriate, in staff forums and meetings
  • Adhere to all Samaritans’ policies and procedures
  • Represent the Samaritans Central Office appropriately across Samaritans to the wider community as appropriate
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Samaritans’ equal opportunities statement and policies
  • Carry out any reasonable requests made that are with the broad remit of the role

Signed by employee:______Date: ______

This job description is a statement of requirements at the time of writing and is not contractual. It should not be seen as precluding future changes after appointment to this role. When the job description is updated please a signed and electronic copy to HR.