Manager II, Overseas Operations / Gateway Team

About CRS 

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 120 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.

Gateway is a system for CRS’s business pipeline and project portfolio management, built on a Salesforce.com technical platform. Gateway enables the agency to capture and analyze intelligence on institutional funding opportunities at different stages—the “business pipeline.” It also provides a one stop shop for information about CRS projects around the world, including key documents related to proposals, projects, compliance, and project agreements— the CRS “project portfolio.” It also serves as the platform for relationship management throughout Overseas Operations. CRS staff have access to institutional donor, partner, opportunity, proposal, project information and proposal and project documents. Gateway has been deployed across CRS.

The Manager II OverOps Gateway is responsible for reviewing, analyzing, and evaluating processes, systems, and user requirements for planned projects to enhance or change CRS' business pipeline or project management processes. This person is also responsible for leading the OverOps Gateway Team, convening Team Meetings, managing Team schedules, and supervising the execution of user support, data analysis and change management. The position entails working closely with technical and business teams to document their processes, and to create and implement workflows and interfaces for these processes.  This mission critical role will work with leadership to develop a strategic three-year vision for Gateway.

Managerial/ Supervisory Duties

• Convene regular Gateway Team Meetings
• Assign appropriate team members to system tasks 
• Attend manager-level cross-functional team meetings
• Collaborate with Director, Knowledge Management and Learning to connect the Gateway team’s work with larger KML efforts and Agency Strategy
• Serve as one of the key decision makers for changes in the Gateway system
• Define and measure key metrics, in collaboration with business owners and other stakeholders, to ensure the Gateway system creates business value for the Overseas Operations Department
• Provide reporting and representation in stakeholder meetings** (connected to “resolve all cases of conflicting…single agency system)

Business Analyst Support

This position will support the Business Analyst by providing high-level guidance, back-up support and leadership engagement. The Manager will be abreast of current Business opportunities, and support in mitigating challenges, ensuring process documentation and creative troubleshooting.  Additionally, the Manager will:

Work with User Support Group to respond to requestors' high-level requirements considering the UX (user experience), UI (user interface), business, and timeline implications to focus on requirements that are the least effort but have highest impact, reaching out to implementation partner and GKIM as necessary for guidance, but never passing off until thorough and complete.

Work with the Sr. Advisor for Change Enablement and Training to recognize when desired business objectives can be better achieved through change management, training, or end user support rather than a new feature or change, always responding to requestors with possible solutions and directing to appropriate Gateway team members as necessary.

Develop and promote process best practices for engaging with business owners, new feature requestors, and change requests

User Acceptance Testing (UAT)

All tasks below are done in concert with Gateway User Support staff

Consult with team members and business leads requesting any feature changes to identify user-stakeholders that are most affected by the change

Secure a commitment from a sample group of volunteers to understand the requirements, test the feature, and give feedback, ensuring they understand time requirements and the type of feedback they are to provide -- e.g. business requirement feedback vs. design/UX feedback, etc.

Develop user test case scenarios and create tools to gather feedback from users.

In collaboration with the GKIM Analyst, collect, analyze and prioritize test user feedback, and translate it into any additiona