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Information Services Manager

Supervisor: Managing Director of Information Systems and Analytics

Overview: University Settlement is one of New York City's most dynamic social justice institutions, with an impressive legacy as the first settlement house in the nation. For 130 years, University Settlement has been an anchor in the low-income and immigrant communities where we work, offering pioneering programs in early childhood care and education, youth development, eviction prevention, literacy, theater and visual arts, senior services, and mental health. Each year, we engage over 40,000 New Yorkers through our network of 32 sites in Manhattan and Brooklyn. Our mission is to empower residents by building on their strengths through comprehensive, quality services that meet the current needs of the community; innovation that anticipates future needs; and advocacy to improve the community as a whole.  

We are seeking an Information Services Manager who will be an expert in Salesforce, the relationship management tool University Settlement and our affiliated organization, The Door uses to track clients and outcomes. The ideal candidate will be a resource for program staff, providing ongoing operational assistance and advanced technical issue resolution. The Information Services Manager will create documentation on database protocol to streamline agency-wide operations, manage small and large-scale in-house Salesforce implementations, and work strategically with programs to develop agency-wide data metrics and evaluation tools.


Salesforce and Systems Administration

  • Manage small and large-scale Salesforce implementations for various programs
  • Work with program teams and/or external consultants to design innovative technology solutions for programs
  • Serve as an internal expert on Salesforce and other third party tools
  • Provide technical understanding of data structures and data modeling
  • Perform administrator functions such as user management, profiles, roles, permissions, configuration, declarative automation, and storage management
  • Identify and resolve data and/or system issues that affect multiple programs across the agency
  • Create documentation on processes and policies to maintain data integrity

Program Partnership and Strategy

  • Support an agency culture shift towards one which embraces evaluation and data as a method for learning and continuous improvement
  • Partner with program staff and other teams on process improvements to improve data quality
  • Develop metrics and methods to collect and analyze program data to evaluate program performance and quality, within programs and across programs where possible
  • Understand strategic program/agency initiatives and develop solutions to track and measure progress towards goals
  • Establish positive working relationships and provide ongoing support for Salesforce users
  • Work with program managers to strengthen practices and systems for program and contract compliance

Reporting and Support

  • Integrate data across platforms to streamline reporting to external agencies 
  • Build and generate ad-hoc reports for programs and administration
  • Design, develop, and manage report and dashboard solutions to ensure that employees at all levels of the organization have the information they need to make decision
  • Work with all levels of staff to ensure an understanding of all technology solutions
  • Conduct end user trainings as needed
  • Other functions and responsibilities as assigned by supervisor


  • Bachelor's Degree in related field required
  • Minimum of 4 years Salesforce Administration, preferably in a non-profit environment
  • Salesforce certified professional required
  • Knowledge of Apex, Lighting, and Visualforce preferred
  • Experience transitioning from Classic to Lightning on SFDC a plus
  • Advanced SQL administration skills preferred
  • Knowledge of SQL Server Reporting Services (SSRS) and SQL Server Integration Services (SSIS) preferred
  • Demonstrated ability to design and write technical end-user documentation
  • Excellent customer service and communication skills
  • Ability to interface and work well with all levels of staff while maintaining confidentiality
  • Advanced skills in Microsoft Office Suite particularly Word and Excel
  • Ability to work with and manipulate large data sets
  • Project management experience preferred
  • Strong analytical, organizational and problem solving skills
  • Attention to detail and adherence to department policies and procedures

Hours: 35 hours a week

Salary: Commensurate with experience

Contact: Submit resume and cover letter to APPLY

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