Enterprise Application Lead (Remote)

About the position CLI seeks a service-oriented and disciplined Enterprise Application Lead to support the organization's core operational and client-facing applications. This is an experienced, hands-on role focused on stewardship, responsiveness, and practical execution. The Application Lead ensures that our team can rely on platforms without interruption and that new tools, features, and integrations are deployed cleanly, tested thoroughly, and supported with clear documentation. This role sits within a small, collaborative technology team. The Application Lead reports to the Chief Operating Officer and works closely with, and is supported by, the IT Director, Salesforce Developer, Client Portal Developer, and QA Engineer contractors. The ideal candidate approaches their work with a strong customer-service mindset. They take pride in helping colleagues succeed, streamlining day-to-day workflows, and ensuring users have a smooth, frustration-free experience across CLI's systems. Reliability, follow-through, and a calm professional presence are essential.

Responsibilities

• Serve as operational co-owner for Salesforce, Certinia PSA, Tovuti LMS, Simply . Coach, Jira, Asana, MailChimp, the CLI Client Portal, Raiser's Edge, and M365 tools
• Provide frontline support: triage issues, diagnose root causes, and resolve or escalate efficiently
• Maintain user accounts, permissions, and access-control policies across platforms
• Deliver onboarding support for new staff ; prepare practical resources for quick adoption of CLI systems
• Develop clean, user-friendly internal guides, SOPs, and best practices
• Maintain an internal knowledge base to strengthen organizational continuity
• Identify recurring user needs and propose improvements that reduce friction and enhance usability
• Implement new features, configurations, automations, and integrations in coordination with the IT Director and external developers
• Design and execute structured testing plans; verify that new releases and vendor updates function correctly
• Coordinate pilots and phased rollouts; communicate changes to staff clearly and professionally
• Maintain version histories and change-management artifacts
• Work directly with platform vendors and external developers to resolve bugs, clarify requirements, and ensure timely fixes
• Track open issues and maintain organized records of progress and outcomes
• Perform light data analysis for quality checks, error resolution, and operational reporting
• Prepare queries, exports, and validation checks across CRM, PSA, LMS, and Client Portal data
• Participate in roadmap planning and assist the IT Director in prioritizing enhancements

Requirements

• Practicing Catholic with a deep love of the Roman Catholic Church
• 3-6 years of experience supporting or administering CRM, LMS, coaching, PSA, or related SaaS systems
• Practical experience with Salesforce or an equivalent CRM
• Strong technical troubleshooting skills and familiarity with modern SaaS ecosystems
• Skill in working directly with users and delivering clear, friendly, and professional support
• Experience with structured testing, change control, and release management
• Enjoys helping others succeed and improving internal efficiency
• Communicates clearly and maintains composure under pressure
• Comfortable collaborating with technical partners and non-technical users alike and is adept in translating concepts between the two

Nice-to-haves

• Experience with Salesforce and Certinia PSA
• Familiarity with Tovuti LMS, Simply .Coach , MailChimp, Jira, Asana, or Raiser's Edge
• Experience supporting custom platforms in coordination with external developers
• Strong Excel skills; comfort with formulas, pivot tables, and data cleanup
• Ability to read and write moderate SQL queries
• Understanding of M365 administration fundamentals
• Experience in nonprofit, coaching, or education environments

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