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CRM Trainer and Technical Writer

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International Rescue Committee hiring: CRM Trainer and Technical Writer

We have a great opportunity for a dynamic and passionate individual to join our CRM Management team. She or he will help develop training materials and create documents on business terminologies and processes, to ensure that the end users are fully equipped and utilizing Salesforce to its full capacity in alignment with best business practices. The CRM Trainer and Technical Writer is responsible for keeping training content up to date, creating eLearning videos, creating and maintaining documentations on institution knowledge and business processes, and provide trainings in both virtual and in-person environment. S/he will be the subject matter expert for all the fundraising/development business operations and Salesforce functionalities. Ultimately s/he has direct impact on end users’ success and is the key enabler of knowledge sharing culture.

Major Responsibilities:

  • Gain in-depth understanding of all the existing business processes, functionalities, and terminologies
  • Create training resources: eLearning videos, “How-to” documents, Salesforce report templates
  • Administer training: onboarding, super user training, subject matter training, Salesforce reporting
  • Create knowledge base resources: terminologies, functionalities, business processes workflows and flowcharts
  • Review and maintain self-directed eLearning tutorials and knowledge base documentations on a regular basis
  • Manage and organize team’s intranet informational page
  • Deliver an exceptional end user learning experience
  • Demonstrate in-depth knowledge of Salesforce and fundraising/development operations
  • Demonstrate the ability to teach and explain advance concepts and complexities of functionalities and processes
  • Create a positive, professional, and open learning environment that promotes engaged audience
  • Collaborate with users from other business units to identify challenges; propose training plans and develop new training material to increase efficiency
  • Proactively stay up to date with Salesforce functionalities and business processes/protocols
  • Administer monthly super user group meeting, preparing discussion items and mock-up demonstrations
  • Engage internal colleagues to learn and shadow as needed and ask for team’s input in developing documentation and training content. Engage internal colleagues to keep the team informed about end users’ challenges
  • Back up for other functions in the team, and participate in special projects as needed

Qualifications

Education: Bachelor’s Degree in Information Technology or related field

Work Experience:

  • Minimum 4+ years of end user training experience, creating training content, and documenting business processes required
  • Minimum 2+ years of creating Salesforce reports and dashboards required
  • Proven ability to create eLearning self-directed videos
  • Experience in or has an in-depth understanding of fundraising/development operations and data
  • Experience with data entry and knowledgeable in data flow and data management
  • Highly experienced – subject matter expert in at least 3 CRM operations functionalities
  • Experience in developing guides for best business practices
  • Demonstrated ability to work in a complex organization and a cross-functional team environment

Demonstrated Skills and Competencies:

  • Passion for constant learning and knowledge sharing. A fast learner, enjoy teaching, and has aptitude for speaking to both a technical and business user audience.
  • Proficient at developing and executing training programs and reports that improve user experience
  • Experience with Salesforce.com – Salesforce Administration Certification, a plus!
  • Exceptional written and oral communication, interpersonal skills, and presentation skills in both business and technical areas
  • Meticulous attention to details and outstanding organization skills
  • Excellent analytical and critical thinking skills – ability to grasp key concepts and connections from complex details
  • Tech savvy – ability to acquire in-depth knowledge and successfully transfer the information to end users
  • Strong planning and prioritization to meet expected delivery dates and the tasks necessary to achieve objectives
  • Advanced MS Office Suite including Power Point and Visio
  • Proficient with eLearning and video recording tools
  • Cross functional project management experience

Reports to: Senior Officer, Data and Analytics

Working Environment: This role requires working remotely full or part time (i.e., telecommuting). Applicants must have a home or alternate workspace they can effectively complete their work from during regularly scheduled hours.

Application deadline: 27 Dec 2019

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