Specialist, Digital Systems

JOB DESCRIPTION

(Non-Management)

Job Title:

Specialist, Digital Systems (Union) Status:
Full-Time

Department:
Information Technology Grade: 26

Date Prepared: 11/6/2025 FLSA Status:
Exempt

The Specialist, Digital Systems administers United Way digital solutions while providing strong internal and external customer support. Responsibilities include configuration and support of digital platforms, supporting departmental strategy and participation in implementation of donor and community engagement technologies. Additionally, this role configures and updates United Way Sharepoint intranet sites.

Include the following, but are not limited to:

• Manage a portfolio of customer fundraising websites. Use content management systems (CMS) to configure and optimize sites. Includes preparing employee data files for import, reviewing settings for accuracy, generating fundraising reports, and customer support. Update and support off-season campaigns and support customers year-round.
• Provide strong customer support and relationship building with workplace fundraising ambassadors. Includes developing strategies to ensure an effective giving campaign with an emphasis on maximizing fundraising potential.
• Lead donor help desk functions. Provide support to the donor phone and email staff, strategize and lead donor help line triage system, review call logs and make suggestions for changes to the Digital Services processes to improve the donor experience.
• Provide direction and subject matter support to the Seasonal Specialist, Digital Systems.
• Administration of digital fundraising systems used for cause giving and special event giving. Includes managing configuration requests, reporting and issue resolution with vendors.
• Create and maintain lists of nonprofit agencies in multiple platforms to support donor agency search capabilities.
• Collaborate with Volunteer Engagement team to configure and deploy volunteer opportunities on fundraising websites.

• Configure United Way's Microsoft SharePoint intranet, including updates to pages, lists and flows.
• Collaborate with Business Analyst to improve usability and efficiency of Sharepoint intranet.

• Participate in research of new donor and community-facing systems and continued innovation of United Way's digital donor offerings.
• Review process for system improvements and customer service enhancements. Seek innovative uses of the product suite to further the campaign efforts and communication of United Way's key initiatives agenda.
• Participate in implementation and integration of new products, including leading projects to onboard new technology features or modules.
• Collaborate with fundraising, marketing, and volunteer engagement teams to ensure digital solutions meet strategic goals and ensures positive end-user experiences.

This job has no supervisory responsibilities.

• Requires a bachelor's degree. Two to three years' experience in related application support, client relationship-building. Demonstrated customer service excellence is required. Will train but prior experience in online donation systems and SharePoint are a plus. Must have experience in Microsoft Excel. Prior demonstrated experience in implementing new technology or user experience (UX) a plus.

• Mission-Focused. The top priority for all United Way professionals is to create real social change that leads to better lives and healthier communities. This drives their performance and professional motivation.
• Relationship-Oriented. United Way professionals understand that people come before process and are astute in cultivating and managing relationships toward a common goal.
• Collaborator. United Way professionals understand the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
• Results-Driven. United Way professionals are dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for…