Solutions Desk Manager, Office of Advancement [Smithsonian Institution]

Come join a team of dedicated staff at an exceptional time in Smithsonian history, as the Institution implements a new comprehensive strategic plan, expands the programming, educational, and scholarly activity of its museums and research centers, and undertakes its very first Institution-wide fundraising campaign. 

In planning for the campaign, the Smithsonian is building a model fundraising organization, one that will meet the growing needs of this unique organization and offer excellent professional opportunities.  This position offers exciting opportunities for the successful candidate to make a significant impact on the future of the Smithsonian.  There is no better time to join this amazing Institution.

The Solutions Desk Manager works in the Office of Advancement for the Smithsonian Institution. The Solutions Desk Manager works a senior specialist and technical expert responsible for enabling over 300 users work productively within PANDA (Pan-Institutional Database for Advancement) System.

The Solutions Desk Manager is responsible for the planning and executing of varied and highly complex analyses, using advanced business analysis concepts; answering technical user needs; training on front-line reporting needs; and responding to all user problems related to data and reports that has been converted or entered in the PANDA. The person provides solutions and training to end-users regarding system operations, reporting needs, and capabilities, and enforcing the highest possible level of user account security possible.The Solutions Desk Manager:

• Responds to user requests for reports, questions, and assistance using PANDA to its best advantage. Triages issues, diagnoses system failures, isolates sources of problems, and assists users by recognizing and providing solutions, and recommending actions necessary to resolve current problems and avoid future difficulties
• Manages the Training and Solutions Desk Specialist who will have primary hands-on responsibility for monitoring the Solutions Desk incoming emails and phone calls, and training. Supports the training function by assisting with leading classes, webinars, brown bag sessions, and refresher training sessions
• Identifies authorized users of the information system and specifies access privileges and establishes the activating, modifying, disabling, and removing of accounts
• Provide business analysis to work with museum units and the Office of Advancement to review reporting solutions, business processes, and new functionality
• Work with the Data Quality Manager to review and assess solutions for increased data quality

Successful candidates will have:

• Strong knowledge of advancement (fund-raising) processes and nomenclature (1-2 years)
• Experience and knowledge in Advancement databases, systems, and business practices in order to understand end-user requirements (1-2 years)
• Experience in developing and delivering training which addresses both functional and technical specifications
• Proven track record of solving system problems (i.e., hardware and software) within the context of end user requirements (1-2 years)
• Knowledge of information security regulations in order to assist end users in compliance with security procedures and mandates

• Knowledge of hardware and operating software to develop and deliver training on new technology (e.g., SnagIt, Camtasia, BlackBerry, iPhone, Citrix, SharePoint, web designs) as well as provide customer support services
• Knowledge of customer support concepts and methods in order to receive, respond to, and ensure complete and relevant resolution of customer queries.

The Office of Advancement oversees and guides the fundraising efforts of the entire Smithsonian and is home to the central advancement organization for the Institution. In addition to raising significant support for a variety of Smithsonian initiatives, the Office of Advancement provides support services to advancement offices across the Institution.  The office engages with staff throughout the Smithsonian in accomplishing their goals.

The Smithsonian Institution is a unique complex of 19 museums and galleries, the National Zoological Park, and nine research centers.  The Smithsonian is a national and world treasure and is dedicated to its founding mission, “the increase and diffusion of knowledge.”  Its exhibitions, programs, collections, and outreach touch the lives of millions of Americans every year, as well as many who visit us from abroad. 

The Smithsonian Institution offers a competitive salary and a comprehensive package of benefits. This is not a Federal Position, but has similar requirements and benefits. Interested candidates should submit their resumes and a cover letter to oastaffing@si.edu by May 1, 2015.

The Smithsonian Institution is an equal opportunity, affirmative action employer. Candidates of all backgrounds are encouraged to apply.

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