Careers

International Rescue Committee

Regional IT Application Support Specialist

The Regional Hyper Support Coordinator is crucial to the IRC’s successful transition to its first ever global ERP system; this person will be responsible for leading the support of the region through each country or USP office’s go-live and months after during a hyper support phase. The Regional Hyper Support Coordinator will report into the Regional Deployment Lead with a manager-in-partnership reporting line to the Sr. Application Support Manager and may fully transition to the Integra Operations team once the region has been fully deployed.  The Regional Hyper Support Coordinator will be responsible for leading each deployment through hyper support and in conjunction with the Operations team ensure a smooth transition to operations.  The Regional Hyper Support Coordinator will also support technical action items that come out of the pre deployment readiness assessment.

Job Requirements:

Minimum Requirements

  • Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365; preferable experience in Microsoft Dynamics 365 for Finance & Operations and ServiceNow
  • A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive
  • Fast independent learner that can pick up new applications and processes quickly
  • Strong project coordination skills, e.g. planning, and organizational skills; ability to manage time efficiently, meet deadlines, and work independently
  • A clear communicator; flexible, proactive planning skills, organizational skills, and critical thinking skills; proven ability to problem solve and follow up appropriately on process and procedural issues; calm and resourceful, able to work under pressure
  • Excellent oral and written communication skills; able to quickly gather, synthesize and summarize information in a clear manner
  • A results-driven approach to work, proven personal initiative and an ability to work proactively and with a strong sense of urgency
  • Ability to multi-task and work in a fast paced, multi-cultural environment
  • Must exercise good judgment and ability to maintain confidential information

Preferred Additional Requirements

  • Experience in a humanitarian or development organization
  • Knowledge of French or Arabic

Qualifications

  • Develop proficient knowledge in key ERP business processes for Finance, Supply Chain, and Grants Management and system navigation
  • Support the implementation of technical actions that have come out of pre-deployment assessment
  • Support the in-office SuperUsers by helping them resolve and escalate issues
  • Lead daily stand-up meetings with SuperUsers during initial two weeks post go-live
  • Triage tickets in ServiceNow and facilitate the escalation and resolution of all Integra issues within the region
  • Support ad-hoc refresher training as needed
  • Maintain dashboards that show overall status of issues across the region
  • Proactively identify and escalate risks and issues that could block adoption
  • Pick out trends in issues in order to support updates to deployment approach and training materials
  • Continually evaluate the office in hyper support against hyper support exit criteria to guide the office to transition out of hyper support
  • Co-lead hyper support exit meeting with ERP Operations team

Working Environment:  

  • Standard office work environment
  • Some travel as needed