Systems Analyst, Development Operations

ROLE OVERVIEW
The Systems Analyst, Development Operations, advises stakeholders and drives continuous improvement across fundraising systems, integrations, and project management software. The position leads discovery and solutioning sessions translating business needs into clear technical specifications (such as data mapping and transformation, validation rules, and exception handling), and uses these specifications to design and implement solutions for system changes and integrations, including MuleSoft AnyPoint/IDP and Form Assembly-to-CRM workflows.

This position also owns the Jira service management operating model (including intake standards, prioritization, SLAs, reporting, and backlog governance), applies trend and root-cause analysis to surface systemic issues, and drives cross-functional remediation and adoption of improved processes.

The role also governs system access and documentation, including access reviews and audit readiness, documentation standards, knowledge base management, and UAT scenarios and acceptance criteria. The Systems Analyst also oversees day-to-day administration, including access provisioning, documentation maintenance, license oversight, and cross-team working sessions. This is a highly collaborative role suited for someone who is organized, tech-savvy, and engaged in software development in a nonprofit context.

DEPARTMENT ACCOUNTABILITIES 
Prospecting
Pursue strategic opportunities in coherence with MSF-USA´s strategy, that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.

Donor Cultivation, Engagement and Management
Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.

Fundraising
Secure reliable, sustainable, and efficient resources in alignment with MSF-US commitments.
 
Brand Positioning
Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.

Best-in-Class Fundraising Systems and Capabilities
Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors. 
 

ROLE SPECIFIC OUTCOMES
Stakeholder Advisory and Discovery
Lead discovery and solutioning sessions to translate business needs into clear technical specifications, including data mapping and transformation, validation rules, and exception handling. Advise stakeholders on fundraising system capabilities and develop recommendations for system changes and integrations

Systems Integration and Continuous Improvement
Design and implement solutions for system changes and integrations across fundraising systems, project management software, and middleware platforms, including MuleSoft Any Point and Form Assembly-to-CRM workflows. Apply trend and root-cause analysis to surface systemic issues and drive cross-functional remediation.

Quality Assurance and Testing
Design and execute Quality Assurance and User Acceptance Testing for fundraising systems and integrations. Establish UAT scenarios and acceptance criteria, analyze results, and recommend system improvements before deployment.

Service Management Operating Model
Own the Jira service management operating model, including intake standards, prioritization, SLAs, reporting, and backlog governance. Drive adoption of improved processes across the team and stakeholders.

System Governance and Documentation
Govern system access, audit readiness, documentation standards, and knowledge base management. Oversee day-to-day administration, including access provisioning, documentation upkeep, and license oversight.

These core accountabilities should not be construed to contain every function/responsibility that may be required to be performed by an incumbent in this job.  Incumbents are required to perform other functions as assigned.

COMPLEXITY AND PROBLEM-SOLVING SKILLS
•    Brings professional knowledge of fundraising systems, integrations, and service management to the role.
•    Responsible for moderately diverse activities across stakeholder advisory, system integrations, QA and testing, service management, and governance, with awareness of related activities across the Development team and partner functions.
•    Considers future implications beyond the immediate problem and may create new approaches or procedures to solve problems. 
•    Work includes complex analysis of system data, integrations, and service tickets; develops conclusions and implications; formulates recommendations; and communicates actionable plans. 

BEHAVIORAL COMPETENCIES 
THOUGHT: How MSF USA staff understand the organization, manage complexity, and contribute by creating the new and different.

People Focus
Builds strong relationships and delivers solutions geared to aiding others. Solicits feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns processes with organizational needs.

Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.

Global Perspective
Takes a broad view when approaching issues, using a global lens. Shows global thinking at work; adjusts organizational practices to meet the unique needs of different regions or countries. Uses a broad perspective when addressing issues and challenges.

Cultivates Innovation
Creates new and better ways for the organization to be successful. Approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

RESULTS: MSF USA staff achieve results by cultivating a forward-thinking environment that produces solutions for changing stakeholder needs.

Drives Results
Consistently achieves results, even under tough circumstances. Regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

PEOPLE: MSF USA staff understand their impact on others through collaboration and inclusion of different perspectives to achieve common goals.

Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. Readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Values Differences
Recognizes the value that different perspectives and cultures bring to an organization. Confronts stereotyping and offensive comments promptly. Consistently behaves with great sensitivity toward differences in cultural norms, expectations, and ways of communicating.

Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

SELF: MSF USA staff demonstrate self-awareness by having an open mindset and by continuously seeking opportunities to learn, grow, and improve. 

Instills Trust
Gains the confidence and trust of others through honesty, integrity, and authenticity. Models honesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others' positions.

Manages Ambiguity
Operates effectively, even when things are not certain or the way forward is not clear. Responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness.

Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. Serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

TECHNICAL COMPETENCIES

Plans and Aligns
Planning and prioritizing work to meet commitments aligned with MSF-USA goals.

Financial Acumen
Interprets and applies understanding of key financial indicators to make better business decisions.

Tech Savvy
Anticipating and adopting innovations in organizational digital and technology applications.

Data Collection and Analysis
The ability and skill to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making. 

Project Management Skills
The ability and skill to plan and manage small project work assignments within desired cost, time and quality parameters.

Presentation and Written Communication Skills
Adapts approach and demeanor in real time to match the shifting demands of different situations. Serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

SUPERVISORY RESPONSIBILITY
•    No supervisory responsibility over direct reports.

DESIRED QUALIFICATIONS & EXPERIENCE
At a minimum, the Job Holder should possess:
•    Bachelor's degree and 5 to 7 years of experience working with technology projects and platforms, ideally in a nonprofit fundraising setting, or equivalent combination of education and experience.
•    Experience leading discovery and solutioning sessions and translating business needs into technical specifications.
•    Experience designing and implementing system integrations, including middleware platforms such as MuleSoft, Any Point, and CRM workflow tools such as Form Assembly.
•    Experience designing and executing Quality Assurance and User Acceptance Testing during software development.
•    Experience owning a service management operating model, including intake, prioritization, SLAs, and backlog governance.
•    Experience using Jira Service Management or other ticketing systems.
•    Experience using Salesforce or other CRM systems.
•    Experience with system access provisioning, audit readiness, and documentation governance.
•    Experience using the Office 365 suite, including Excel and SharePoint.
•    Strong analytical and problem-solving skills, including root-cause analysis.
•    Ability to communicate clearly with both technical and non-technical audiences.
•    Strong organizational skills and attention to detail

TRAVEL REQUIREMENTS 
Must be willing to travel for work as needed.

COMPENSATION 

$78,399 - $117,599; In alignment with MSF USA’s compensation framework, new hires are generally offered between the minimum and midpoint of the range based on relevant experience, skills, and internal equity.