Manager II, Overseas Operations / Gateway Team at Catholic Relief Services in Baltimore, Maryland

Job Description:

Position title: Manager II, Overseas Operations / Gateway Team

Location: Remote, United States | (Remote)


Responsibilities:

Managerial/ Supervisory Duties

• Convene regular Gateway Team Meetings
• Assign appropriate team members to system tasks
• Attend manager-level cross-functional team meetings
• Collaborate with Director, Knowledge Management and Learning to connect the Gateway team’s work with larger KML efforts and Agency Strategy
• Serve as one of the key decision makers for changes in the Gateway system
• De?ne and measure key metrics, in collaboration with business owners and other stakeholders, to ensure the Gateway system creates business value for the Overseas Operations Department
• Provide reporting and representation in stakeholder meetings** (connected to “resolve all cases of con?icting…single agency system)

Business Analyst Support

This position will support the Business Analyst by providing high-level guidance, back-up support and leadership engagement. The Manager will be abreast of current Business opportunities, and support in mitigating challenges, ensuring process documentation and creative troubleshooting. Additionally, the Manager will:

Work with User Support Group to respond to requestors' high-level requirements considering the UX (user experience), UI (user interface), business, and timeline implications to focus on requirements that are the least effort but have highest impact, reaching out to implementation partner and GKIM as necessary for guidance, but never passing off until thorough and complete.

Work with the Sr. Advisor for Change Enablement and Training to recognize when desired business objectives can be better achieved through change management, training, or end user support rather than a new feature or change, always responding to requestors with possible solutions and directing to appropriate Gateway team members as necessary.

Develop and promote process best practices for engaging with business owners, new feature requestors, and change requests

User Acceptance Testing (UAT)

All tasks below are done in concert with Gateway User Support staff

Consult with team members and business leads requesting any feature changes to identify user-stakeholders that are most affected by the change

Secure a commitment from a sample group of volunteers to understand the requirements, test the feature, and give feedback, ensuring they understand time requirements and the type of feedback they are to provide -- e.g. business requirement feedback vs. design/UX feedback, etc.

Develop user test case scenarios and create tools to gather feedback from users.

In collaboration with the GKIM Analyst, collect, analyze and prioritize test user feedback, and translate it into any additional requirements that need to be part of the Salesforce solution.

Sprint/Backlog Management

Manage business pipeline and project management backlog, working with other members of team to ensure all Change Requests (CRs) are thorough and add value before passing off to GKIM for implementation.

Create CRs as necessary, reaching out to team members or business stakeholders/requestors to collect/validate requirements. Work closely with GKIM Gateway admins to prioritize CR's for monthly sprints.

Serve as point person for CR management, coordinating closely with IT to ensure smooth handoff of CRs, identifying and

correcting challenges in process.

Prepare change requests from Overseas Operations Department for monthly sprints and participate in sprint planning with other stakeholders.

Documentation

Responsible for assigning tasks related to and managing a system of business process documentation related to Gateway functions

Internal: Business Systems Core team including RAD & Overseas Operations Business Owners, GKIM System Administrators & Service Desk; Advisory Group members; Regional leadership and system users.

External: IT Vendors

Qualifications:

B.A. in Business Administration and/or related certi?cation with strong human-centered or user experience design curriculum required. Master's degree in related ?eld preferred

Minimum of ?ve years related experience, including experience working with global agencies and working effectively with diverse colleagues based in many countries and time zones.

Demonstrated experience translating analog business processes into requirements for Salesforce (Preferred) or other CRM Strong understanding user experience (UX) design best practices and how UX correlates to training and support costs.

Demonstrated experience working with technology in challenging environments where CRS works Strong understanding of software development lifecycle and change management processes

Strongly desired: experience working on teams building and delivering technology solutions meeting business requirements.

Strongly desired: experience in data analytics methods, best practices and tools (Einstein, Power BI, Salesforce reporting, Tableau, etc.)

Strong leadership, coordination and interpersonal skills, including demonstrated success leading the work of culturally diverse teams.

Excellent oral and written communication skills. Excellent analytical and troubleshooting skills.

Fluency in English required; working ability in French or Spanish strongly preferred.

Ability to travel up to 25% overseas to conduct business process mapping and troubleshooting with ?eld staff

What we offer

CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.

Agency REDI Competencies (for all CRS Staff):

• Personal Accountability – Consistently takes responsibility for one’s own actions.
• Acts with Integrity - Consistently models values aligned with CRS Guiding Principles and mission. Is considered honest.
• Builds and Maintains Trust - Shows consistency between words and actions.
• Collaborates with Others – Works effectively in intercultural and diverse teams.
• Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change – Continually looks for ways to improve the agency through a culture of agility, openness, and innovation.
• Develops and Recognizes Others – Builds the capacity of staff to reach their full potential and enhance team and agency performance.
• Strategic Mindset – Understands role in translating, communicating, and implementing agency strategy and team priorities.

What we offer

CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

Note: All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.

CRS' talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

EOE/M/F/D/V - CRS is an Equal Opportunity Employer. (For all US and International positions)

CRS is proud to be an equal opportunity/affirmative action employer. Selection and hiring decisions are made without regard to sex, sexual orientation, gender identity, race, age, disability, religion, national origin, color, veteran status or any other protected area.

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