Development Operations Technical Trainer
New York City (United States of America)
IRC’s Resource Acquisition and Management team within the Resettlement, Asylum, and Integration (RAI) department supports a network of 25 offices across the United States on business development and fundraising initiatives. In late 2021, the IRC’s global Information Technology department will perform a global Salesforce Migration project and transition of email marketing vendors to Pardot that will impact RAI’s network of Development staff and volunteer coordinators in the daily functioning of their roles.
The Development Operations Platforms Support Consultant for RAI will provide technical training, prepare written guidance materials, and deliver end-user technical support across the RAI network. The Consultant will support in late-stage preparation to launch the new instance of Salesforce and the new email marketing platform, support go-live and provide hyper support for 50+ U.S. platform users.
Responsibilities include, but are not limited to:
•Conduct user acceptance testing for RAI-related functions
•Customize step-by-step training guides for end-users on RAI-specific functions on Salesforce, including visual guides in the new system. Develop needed guides where there are gaps.
•Customize step-by-step training guides for end-users on Pardot, the planned email marketing vendor.
•Deliver bi-weekly virtual trainings on key topics, prioritized by urgency as determined by end users and RAI leadership.
•Conduct bi-weekly check-ins with end-users to offer Salesforce and Pardot support, tapering support following staff need.
•Host weekly drop-in office hours
•Create and monitor RAI-specific Salesforce and Pardot Teams channel.
•Provide on-demand hyper support with the following targets: response within 12 hours, resolution within 2 days.
•Advanced experience with Microsoft Office Word, PowerPoint and Excel.
•Previous experience with Salesforce, including familiarity with Salesforce Lightning, Reporting and Dashboards, and NPSP.
•Salesforce Admin experience not required.
•Experience with email marketing tools required; experience with Pardot is preferred.
•Demonstrated experience with small group training facilitation and adult learning methodologies.
•Excellent technical writing skills
•Excellent verbal communication skills, including translating highly technical information to be well understood by non-specialist audiences.
•Ability to work remotely
•Experience in leading formal training sessions for global audiences.
•Ability to constantly learn and adapt to new technologies.
•Ability to communicate and build effective working relationships across a diverse groups of people and departments.
•Standard office working environment.
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.