The Manager of IT Operations for our Association Management System (AMS), Personify, will be responsible for the overall administration, configuration, maintenance, and support of the Personify platform. This role requires a deep understanding of association management processes, technical skills, and the ability to work collaboratively across departments to ensure the AMS meets the organization's needs. They lead a team of IT Systems Analysts who ensure core membership processes (committees, products, order management, billing, email lists, email marketing, discussion lists, and payment processing) are supported by the AMS in concert with the other enterprise software systems.

Essential Job Duties

Configuration and Customization:

Plan and oversee the configuration and customization of the AMS to align with the organization's requirements.
Implement new modules, features, and enhancements.
Plan and oversee the development and maintenance of workflows, reports, and dashboards.

System Administration:

Oversee the daily operations of the Personify AMS application.
Ensure system reliability, performance, and security.
Manage user accounts, roles, and permissions.
Coordinate with the Director of Application Development for releases to Production environment and changes to test environments.

Data Management:

Oversee data integrity, data migration, and data integration with other systems.
Develop and implement data management best practices.
Determine best method to correct data and approve the changes to the database.
Perform regular audits and data quality checks.

Technical Support:

Provide technical support to end-users, addressing and resolving system issues.
Perform root cause analysis for AMS issues, determine course of action, and delegate the resolution.
Coordinate with Personify support and other third-party vendors to prioritize issue resolution.
Oversee and create documentation of system configurations, procedures, and troubleshooting guides.

Project Management:

Works with leadership across the ABA to identify systems and process improvement opportunities. Responsible for prioritizing opportunities, seeking all requisite approvals (budget, resources) from both ABA and IT leadership, and developing the implementation plan for approved initiatives.
Lead AMS-related projects, from planning to execution.
Creates Statements of Work.
Processes invoices for software and services in support of the AMS.

Training and Development:

Conduct training sessions for staff on the use of Personify AMS.
Stay updated on the latest AMS trends/technologies, conduct benchmarking/external assessment, and recommend improvements.
Works with user groups to plan project rollouts and associated training.

Resource Supervision:

Lead and motivate a team of Systems Analysts.
Assign tasks, set schedules, and monitor performance.
Conduct formal performance reviews.
Performs other related duties as required.

Required Education, Qualifications, Experience

Possession of a bachelor's degree from an accredited college or university with a concentration in a related field, or equivalent experience.
Minimum of 6 years of experience directly related to essential functions of the role: Configuration and Customization, System Administration, Technical Support, Training and Development, Project Management, Resource Supervision, with at least 2 years of experience specifically with an AMS.
Technical background with proficiency in SQL, database management, and system integrations.
Experience with data analysis and reporting tools.
Excellent problem-solving skills and attention to detail.
Strong verbal and written communication skills with an ability to effectively communicate technical content to a general audience.
Prior experience developing budgets and contracts; including knowledge of procurement processes for technology equipment/software and ability to oversee procurement.
Project management experience, particularly for technology implementation projects, including the ability to develop project plans, manage resources, assess and manage risks, and track and communicate progress.
Demonstrated ability to manage end-to-end project delivery with adherence to project scope, objectives, and quality standards.
Familiarity with RFI/RFP processes, including experience authoring and serving as primary point of contact for a software RFP.

Preferred Education, Qualifications, Experience

Prior work in the Personify AMS.
Project management certification.
Experience with software used for email lists and email marketing (i.e. Maestro and ListServ ® from L-Soft)

Physical Requirements

Typical office work environment.

Extent of Travel Required in the Job

Minimal; no more than 5% annually.