Application Support Analyst

Information & Communication Technology
- Business/Systems Analysts
- Footscray, VIC
- Fixed term

4/7/2025
- Parental Leave Cover | Full-Time, Fixed-Term until 27 February 2026
- Drive real impact by optimising Salesforce for a purpose-led organisation
- Be the go-to expert supporting data, systems & user adoption

About Us:
Founded in 2001, the Asylum Seeker Resource Centre (ASRC) is Australia’s largest human rights organisation providing support to people seeking asylum. We are an independent not-for-profit organisation whose programs support and empower people seeking asylum to maximise their own physical, mental and social well being. We champion the rights of people seeking asylum and mobilise a community of compassion to create lasting social and policy change.

We are a values-driven organisation that strives to be part of a change movement that supports people seeking asylum by providing critical services such as assistance with accommodation, food, medical and legal services.

The ASRC movement is proudly supported by a community of committed volunteers and supporters who embrace the organisation’s vision that people seeking asylum can live safely, sustainably, independently and equally.

About the Role (Parental Leave Cover until 27 February 2026):
As the Salesforce Application Support Analyst, you’ll play a key role in maintaining and enhancing our Salesforce NPSP platform to support fundraising, donor engagement, and organisational reporting. You’ll work closely with internal teams to understand their needs, implement system improvements, manage data quality, and provide hands-on training and support. From overseeing donation processing to building reports and dashboards, you’ll be the go-to expert ensuring our Salesforce system runs smoothly, securely, and effectively to power our mission.

Key Accountabilities:
The Salesforce Application Support Analyst will be responsible for a range of tasks that ensure the smooth operation, optimisation, and adoption of Salesforce NPSP across the organisation. Key duties include:

- System Enhancements & Configuration
- Collaborate with internal teams to identify and implement system changes that improve workflows, security, data quality, and reporting.
- Manage system configurations including custom fields, workflows, views, reports, dashboards, and custom objects.
- Roll out new Salesforce features, ensuring positive user adoption through clear communication and support.
- System Integrity & Access Control
- Administer user roles, profiles, licenses, and access settings.
- Monitor system usage, perform backups, and maintain data security protocols.
- Reassign records and manage user access during personnel changes.
- User Support & Training
- Provide training to new and existing users through one-on-one support and group sessions.
- Create user guides and promote system best practices to ensure effective usage across teams.
- Champion Salesforce adoption and support innovative use across programs.
- Data Management & Integration
- Maintain high data quality through deduplication, cleansing, and integrity checks.
- Conduct bulk imports and exports, and manage third-party integrations (e.g. Grassrootz).
- Monitor system health through regular testing and data audits.
- Support data migration and retirement of outdated fields and processes.
- Donation & Process Management
- Oversee the end-to-end process for donation data entry, including general fundraising, appeals, in-kind, and pro bono support.
- Document internal processes and workflows, including change control and audit tracking.
- Recommend process improvements to enhance data efficiency and accuracy.
- Reporting & Campaign Analytics
- Build and maintain dashboards and reports to meet program and leadership needs.
- Work closely with Finance to ensure accurate and timely reporting for reconciliation.

About You:

- Minimum 2 years of hands-on Salesforce administration experience, including setup, configuration, and reporting
- Certified or working towards Salesforce certifications such as ADX201 or ADX211
- Strong understanding of Salesforce capabilities, with experience enhancing functionality via workflows, reports, and integrations
- Proficient in data management, CRM methodologies, and IT systems
- Skilled in using Salesforce reporting tools and building dashboards to support data-driven decision-making
- Excellent time management skills with the ability to manage multiple priorities and solve problems independently
- Effective communicator with the ability to collaborate across diverse stakeholder groups
- Demonstrated ability to quickly learn and adapt to new technologies
- Alignment with organisational mission and values, with a passion for contributing to positive social impact

Employee Benefits:
We recognise and appreciate our incredible staff for their contribution, dedication and passion to support and empower people seeking asylum by providing the following conditions above the relevant