Customer Service and Support, Information Technology and Web
4 Year Degree
This is a hands-on technical position in the Information Technology department, responsible for providing 2nd level technical software support to state and local components and to AIA Staff on the netFORUM Association Management System (AMS) and related integration points with other systems including ecommerce. The incumbent serves as a liaison to business system users on the performance of advanced tasks associated with development, processing and maintaining data in the AMS.
Serves as the support lead for the AMS and provides 2nd level support for all the AMS modules to AIA staff and component users.
Serve as the primary point of contact for support, troubleshooting, improving the use of the system and exploiting system capability.
Assess and ensures understanding of business units’ use of and integration with the AMS and provide solutions as needed.
Manages technical service-related operations for the AMS to include all coordination and communication relating to service packs, system outages and maintenance.
Serves as liaison to vendor with more complex user inquiries or users in need of special assistance in utilizing advanced application capabilities.
Review daily priorities and take appropriate action to ensure results are achieved.
Responds to and triages Track-it tickets, e-mail requests and inquiries by AMS users and provides timely and accurate response.
Develops plans, procedures, and activities to support business recovery when problems occur including backup and restoration procedures, vendor agreements, data retention, and restoration planning.
Helps to ensure that all national, state and local component the AMS users maximize system capabilities and increase their level of independent utilization; tracks progress with various modules and through AMS helpdesk utilization and inquiry analysis.
Manages day-to- day administration of user security within the AMS currently 800+ users, maintaining the AMS user log in information, assigning property security access, and deleting user accounts as applicable.
Maintains the netFORUM AMS set up tables with current system types and codes.
Participates in rotational on-call duty with the Business Systems support Analyst and issues system advisory notices to AIA business systems users.
Evaluates and makes recommendations on AMS customization requests.
Prepares reports for AMS issues (Track-it).
Ensures new and existing AMS users are trained via web conference or in a classroom setting by the appropriate AMS staff member.
Works with business units, developers, project managers, and other AMS staff members to plan and deploy software releases/updates to test and production environments.
Develops and maintains chronological and historical needs assessments of the AMS users.
Identifies areas of improvement and recommends targeted and systematic steps to improve user learning.
Monitors and updates national, state and local staff training logs ensuring that all users receive targeted and timely training. This includes organizing and scheduling regional training sessions and managing AMS user agreements for all existing and new users.
Develop training materials for on-boarding and Standard Operating Procedures (SOPs) for all users of the AMS self-service features of aia.org. This includes adding new SOPs, trainings, important dates and timelines, maintaining the reports and data dictionary.
Set up, manage, and improve standards and procedures for the AMS team.
Work with AMS staff and other project managers in the organization to develop test scripts for new AMS development.
Work with AMS staff and other project managers in the organization to develop system requirements for new development projects.
Develop standard operating procedures for new and existing AMS processes.
Work with developers to resolve all open issues related to new AMS development.
Ensure the quality of new development projects.
Serve as the Quality Assurance specialist for all component storefront implementations.
Complete all QA testing prior to UAT testing on all AMS related projects.
Assists key stakeholders in performing UAT for delivered software functionality and develops associated SOPs.
Helps to develop user queries using the AMS Query Module, as needed.
Assists with technical tasks related to database maintenance, reports and netFORUM toolkit work.
Provides regular oral and written status updates to supervisor and other project manager(s) in the organization as part of project teams.
Stays current with industry and AMS developments and trends.
-Other members of the IT Team
-AIA Finance and Administration
-AIA Membership Services
-AIA Knowledge & Practice
-AIA Meetings and Events
-AIA Professional Development & Resources
-AIA Information Central
-State and Local Component Executives and Staff
Ability to successfully participate on a project team to perform complex data and system conversion and implementation.
Ability to analyze business processes to identify user needs, document requirements, and implement operational/process improvements to accomplish business objectives
Ability to identify and satisfy technical training and development needs, assist in development of curriculum to meet those needs and maximize AMS utilization.
Strong analytical and problem solving.
Strong knowledge in database management systems and databases, preferably an association database management system.
Ability to provide first-class customer support to on-site and remote users.
Demonstrated customer service skills; ability to adjust to frequently changing priorities; use sound judgment; and excellent oral and interpersonal skills required.
Must be organized, pay close attention to detail and have the ability to manage multiple priorities simultaneously.
Experience with full cycle processing such as receipt, running jobs, troubleshooting, and resolving errors, finalizing and distributing results from processing.
Understanding of relational databases and queries.
Ability to work with little or no supervision or guidance.
Bachelors degree in Computer Science or related field preferred with a minimum of five years of technical support experience required.Extensive knowledge of an association management system (AMS); preferably Abila’s NetForum.
Occasional travel and overtime may be required.
Supervisory Requirement: None
Additional Salary Information: Please include salary requirements with resume submission
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 80,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the build...ing industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.
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