Operations Officer(Systems and Tech) at Namati

• The right person for this role is meticulous in their attention to detail, thorough, and sees tasks through to 100% completion. They are proactive and have strong problem-solving skills. At the same time, they are customer service oriented; as Namati is a global organization with staff on almost every continent, the Operations Officer must be able to work with individuals from diverse backgrounds and who have varying levels of comfort with systems and technology.

What you’ll be responsible for:

Data Systems and CRM Support

• Provide direct support to programs and cross-cutting teams to streamline and improve Namati’s data systems, helping to identify the needs of our staff on-the-ground and propose improvements
• Support administration and maintenance of Namati’s program case databases and forms in Salesforce, ensuring the integrity, consistency, and usability of our case data
• Support administration and maintenance in Hubspot, a tool we use to email and message with supporters, including providing technical support and training to Namati teams and staff who are using, or transitioning into using, Hubspot

General Tech Support to Namati staff

• Help coordinate with Namati’s external IT service provider for troubleshooting staff tech issues, and for maintaining Namati computers and hardware, including facilitating org-wide updates and rollouts
• Serve as a primary point of contact for staff for Namati systems-related questions and basic troubleshooting
• Conduct systems onboarding sessions for new staff, and ongoing training for existing staff
• Support research, testing, and implementation of new technology or software at Namati
• Maintain an accurate register of Namati’s software licenses, access, and renewal schedules, always with an eye to making tracking systems more effective
• Coordinate particularly on improvements to organizational systems security, data privacy, and cybersecurity questions

Website Support

• Support the Senior Technology Officer in maintaining Namati’s various websites
• Add and remove content as needed in coordination with the Global Communications team
• Test functionality after updates or website development, troubleshooting as problems arise
• Liaising with staff to create and maintain online courses via Learning Management Systems

Knowledge Management

• Build out, and help maintain, Namati’s intranet/internal knowledge hub, Inside Namati
• Develop up-to-date training and troubleshooting resources to help staff adopt and effectively use the Inside Namati
• Coordinate with other program and cross-cutting teams to ensure that content contributed by non-Global Operations teams is up-to-date and accurate.

Other Global Operations Duties

• Monitor general inboxes for external communications and invoices
• Enter and track expense reports related to the Global Operations team
• Provide other operational or administrative support to the Global Operations team as needed

Here’s what you might have tackled recently

• Coordinated with a new staff member to ensure they obtained their Namati computer and helped get them up and running including a basic overview of tech support and digital security best practices.
• Updated the intranet with the latest version of a training on data protection that you helped create.
• Updated a staffer's access level on the Grassroots Justice website, and resolved an HTML formatting issue on a new webpage.
• Worked with program teams to implement changes to several Salesforce fields based on their data collection needs.

About You/Must-Haves for the Position

• Technologically savvy: you know your way around common workplace software and are excited to learn and teach others how to use new technologies to improve their work.
• Organized with exceptional attention to detail: You know how to bring together geographically dispersed colleagues at several levels (often with competing deadlines and priorities) to get things done. You can monitor all the details across multiple projects while ensuring the larger strategic plan is on track.
• Collaborative and service-oriented: You greet everyone you encounter with a collaborative spirit, kindness, and empathy. This role in particular requires active relationship-building; the operations team must work in close collaboration with representatives from all across Namati, train and empower them, and remain responsive to their unique needs and culture.
• Growth-oriented: You’re always seeking to better yourself and your work, and you push yourself to the peak of performance to help fulfill the mission. In service of that growth, you welcome and delight in feedback from supervisors, peers, and anyone else.

Nice-to-Haves (beneficial for the role, but not required)

• Basic understanding of data analysis and reporting, e.g. descriptive statistics.
• Previous experience with Constituent Relationship Management tools (CRMs) is preferred but not required.