Volunteer Management System Administrator

TITLE: Volunteer Management System Administrator

DEPARTMENT: Community Relations and Development

STATUS: Part-Time, Non-Exempt

SALARY: $29 - $30

THE SALVATION ARMY MISSION

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

POSITION SUMMARY

The Volunteer Management System Administrator provides part-time administrative and operational support for the implementation, adoption, and ongoing stabilization of the Golden Volunteer Management System across The Salvation Army USA Western Territory.

Golden represents both a national technology platform and a transformational change in how volunteers are recruited, managed, and engaged. Reporting to the Territorial Director of Volunteer Engagement and working in close partnership with Information Technology (IT), this position supports the day-to-day administration of the platform by coordinating user access, providing frontline support, maintaining system resources, reinforcing training, and promoting consistent use of established processes.

The Administrator serves as the primary operational resource for divisional users, translating platform functionality into practical guidance while ensuring users receive timely, accurate, and consistent support. This role operates within established policies and procedures, escalating exceptions, policy questions, and strategic decisions to Volunteer Engagement leadership.

Success in this position will improve user experience, strengthen platform adoption, enhance data quality, and ensure consistent implementation of Golden across the Territory during rollout, seasonal campaigns, and future implementation phases.

EDUCATION AND WORK EXPERIENCE:

• High school diploma or equivalent required; associate or bachelor's degree or relevant coursework preferred.
• Two or more years of administrative, operations, customer support, or systems support experience.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Comfort learning and administering web-based software platforms; experience with a volunteer management, CRM, or database system (Golden experience a plus).
• Strong attention to detail and accuracy, particularly in data entry, configuration, and account management.
• Excellent customer-service orientation with the ability to support users patiently and professionally across multiple divisions.
• Clear written and verbal communication skills, including the ability to update documentation and explain processes to non-technical users.
• Strong organization, prioritization, and follow-through skills; able to manage multiple requests in a fast-paced, evolving environment.
• Ability to work within established processes and boundaries, exercising sound judgment about when to escalate.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Commitment to The Salvation Army Mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support user access administration by providing guidance on role definitions, assisting with exception requests, and partnering with Information Technology (IT) and Volunteer Engagement leadership to resolve access-related questions.
• Provide first-line field support and issue triage, responding to help tickets, troubleshooting common issues, and escalating complex or policy-related matters to Volunteer Engagement leadership.
• Monitor support requests to identify recurring issues, training opportunities, and emerging trends, and communicate recommendations to Volunteer Engagement leadership.
• Maintain current knowledge of Golden functionality, enhancements, and implementation updates to ensure field guidance, documentation, and training remain accurate.
• Follow up with designated vendor representatives to obtain clarification, resolve outstanding questions, and secure timely responses to support field inquiries and implementation activities.
• Perform routine system administration tasks, including data cleanup, configuration support, and quality assurance activities that promote accurate and reliable system data.
• Maintain and update user-facing documentation, training materials, quick reference guides, and Help Center resources to ensure information remains current and accessible.
• Coordinate recurring Office Hours by scheduling sessions, tracking questions, documenting outcomes, and following up to ensure timely issue resolution.
• Develop and maintain strong working relationships with Divisional Volunteer Engagement leads by providing responsive assistance, practical guidance, and timely follow-up on Golden-related questions and requests.
• Provide operational support during major implementation milestones, seasonal volunteer initiatives, and other periods of increased activity to ensure continuity of service.
• Perform other related duties as assigned by the Territorial Director of Volunteer Engagement.

WORK HABITS:

• Must adhere to all Salvation Army policies and procedures.
• Must be willing to support the mission of The Salvation Army through work responsibilities and always reflect positively on the Army's brand and values through all work and interactions.
• Must maintain the integrity of confidential communications or activities.
• Must maintain a professional, courteous, and cooperative manner with all territorial headquarters and field personnel and outside contacts, demonstrating respect and a positive attitude at all times.
• Must be a team player, take initiative, and be flexible in assisting others to ensure accurate and timely achievement of work objectives.
• Must maintain an organized work area and files, contributing to efficiency and accuracy within deadlines.
• Must be able to comprehend assignments and ask for additional information or clarification until the assignment is understood.

PHYSICAL REQUIREMENTS:

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

• Ability to travel to anywhere in the territory to conduct statistics trainings/seminars.
• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous
• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop or laptop computer.
• Ability to lift up to 25 lbs.
• Ability to access and produce information from a computer.
• Ability to understand written information.

REPORTS TO: Territorial Director of Volunteer Engagement