Department Code
50706-7198
Department
Advancement and External Affairs
Job Title
Training Manager, Advancement
Commitment to On-Campus Experience
Syracuse University is committed to delivering an exceptional student experience through vibrant, engaged campus communities. This position is based at the above campus location and requires regular in-person presence to support our students, collaborate with colleagues, and contribute to our thriving academic environment. Syracuse University values the collaboration, mentorship, and spontaneous connections that happen when our community works together on campus. Remote work arrangements are limited in accordance with University policy.
Pay Range
$78,000 - $80,000
Pay Determination
Pay rates at Syracuse University are based on a combination of factors including, but not limited to, the job responsibilities; the candidate’s education, training, work experience and key competencies; the university’s strategic priorities; internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market analyses.
Hours
Standard University business hours
8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)
Hours may vary based on operational needs.
Unionized Position Code
Not Applicable
Job Description
This role is responsible for designing, developing, and delivering technology training programs that build proficiency and confidence among AEA staff across the division’s full technology stack, including the Blackbaud CRM (CITRUS), data warehouse reporting tools, Microsoft 365, and related enterprise systems. The position conducts ongoing training needs assessments, maintains a current and accessible library of user documentation and knowledge base articles, and delivers structured technology onboarding for new AEA staff. The Advancement Systems Training Manager also supports light technical development work in collaboration with the Advancement Systems team, contributing to system enhancements and configuration changes that inform and improve training content and end-user adoption. As AEA continues to modernize its technology infrastructure, the Advancement Systems Training Manager serves as a key change management resource, translating system changes and new development initiatives into structured adoption strategies that reduce disruption and accelerate staff proficiency. By bridging the gap between technical system capabilities and effective end-user adoption, the Advancement Systems Training Manager plays a critical role in maximizing the division’s investment in technology and enabling staff to perform their roles efficiently in support of AEA’s fundraising and engagement mission.
The Division of Advancement & External Affairs expresses a shared mission that is collaborative, trusted, respectful, future-focused and is aligned with the overall University. All current and new employees embrace and demonstrate dedication to promoting shared values in an inclusive work culture to propel the future of advancement operations in their everyday work.
Education and Experience
- Bachelor’s degree in Instructional Technology, Education, Information Science, Communications, or a related field is required; a master’s degree is preferred.
- Minimum of three years of experience in training, instructional design, or technology support in a complex organizational environment is required.
- Prior experience in higher education advancement, alumni relations, or development operations is strongly preferred.
- Valid Driver’s license is required.
Skills and Knowledge
- Demonstrated ability to translate complex technical systems into clear, accessible training content for non-technical audiences is essential.
- Strong working knowledge of Microsoft 365 (Teams, SharePoint, Outlook, Excel) and proficiency in virtual meeting platforms including Microsoft Teams and Zoom are required, including experience managing webinar-style and hybrid meeting configurations for executive-level audiences.
- Familiarity with Blackbaud CRM or comparable advancement CRM systems is strongly preferred.
- Experience with instructional design principles and e-learning or knowledge base platforms (such as SharePoint, Confluence, or similar) is desirable.
- The ability to remain composed, diagnose problems quickly, and communicate clearly under pressure during live technology events is critical.
- Strong interpersonal, written communication, and presentation skills are required, as this role regularly engages with staff across all levels of the division and with external stakeholders including trustees and donors.
Responsibilities
- Training Design and Delivery – Design, develop, and deliver training programs for AEA staff on the Advancement technology stack, including the Blackbaud CRM (CITRUS), data warehouse reporting tools, Microsoft 365 productivity suite, and other enterprise platforms in use across the division. Maintain and update training curriculum, user guides, quick-reference materials, and video tutorials to reflect system upgrades, new feature releases, and evolving business processes. Deliver training through a variety of modalities including in-person workshops, virtual sessions, and self-service knowledge base resources.
- Systems Development and Technical Collaboration – Partner with the Advancement Systems team to support configuration updates, system enhancements, and testing activities within Blackbaud CRM and related advancement platforms. Translate hands-on technical involvement into improved training content and user documentation, ensuring training materials accurately reflect current system behavior and workflows. Participate in quality assurance and user acceptance testing to develop practical, experience-grounded instructional resources.
- Change Management and Adoption – Serve as a primary change management resource for technology transitions, system upgrades, and new development releases across AEA. Collaborate with developers and the Advancement Systems team during the development lifecycle to anticipate end-user impact, shape communication strategies, and prepare training interventions in advance of go-live. Partner with unit managers and division leadership to support staff through technology change, reducing adoption friction and sustaining productivity during transitions.
- Meeting and Event Technology Support – Provide technical support for virtual and hybrid AEA board meetings, advancement committee sessions, and donor engagement events as needed.
- Needs Assessment and Training Plan – Conduct ongoing training needs assessments across AEA functional areas by collaborating with unit managers, the Advancement Systems team, and end users. Identify skill gaps, prioritize training initiatives, and develop an annual training calendar aligned with system upgrade schedules, onboarding cycles, and divisional priorities. Track and report training completion metrics and assess the effectiveness of training programs through post-training evaluations and follow-up observation.
- Onboarding Support – Coordinate and deliver technology onboarding for all new AEA staff, ensuring timely access to systems, completion of required data security and FERPA training modules, and foundational proficiency with core advancement tools. Collaborate with Human Resources, unit managers, and the Advancement Systems team to maintain and continuously improve a structured onboarding experience that accelerates new staff productivity.
- Document and Knowledge Management – Maintain a centralized, accessible knowledge base of process documentation, system how-to guides, and training materials for AEA staff. Ensure documentation is current following system changes, business process revisions, or policy updates.
Physical Requirements
Not Applicable
Tools/Equipment
Not Applicable
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.
About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.
The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.
About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.
EEO Statement
Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.
Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.
Commitment to a Respectful and Welcoming Community
Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.
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