BACKGROUND: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 35 countries and 25 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure.
SCOPE OF WORK: The Information Systems Coordinator provides technical assistance, support, administration, and development for RAI’s primary information systems, IRIS and ETO. The position reports to the Program Officer for Information Systems, serves on RAI’s Research, Analysis, and Learning team at HQ, and is supported by 4-6 additional Information Systems support staff and interns. This is a critical role that helps to ensure that RAI meets its goal of data-driven, evidenced-based programming. Responsibilities include responding to incoming requests for support from 2000 end users, troubleshooting issues, and working toward a swift and thorough resolution of each issue per Information Systems support and escalation protocols. Additional responsibilities include assisting with quarterly release of system enhancements, bug fixes, and larger-scale build-outs (including custom query and report building), data quality assurance, and attending regular meetings with team members and other stakeholders.
- Serve as an expert in IRIS and ETO systems, from both the end user and system administrator perspective.
- Provide end user support to 2000 users by adhering to Information Systems support escalation protocols, including the ServiceNow ticketing system, and meeting set targets for response rate and resolution time.
- Participate in recurring release planning and execution of system enhancements (including custom query and report-building), bug fixes, and larger-scale build-outs.
- Work with Information Systems support staff, program staff, and technical advisors to develop and implement quality assurance measures, including developing and maintaining dashboards in Power BI to gauge uptake of ETO across offices and programs.
- Coordinate regular meetings with team members and other stakeholders, such as technical advisors at HQ, to ensure the system meets program and departmental needs.
- Assist with facilitating occasional virtual trainings or events.
- Other duties as assigned.
- University undergraduate degree required, preferably in Social Sciences, Information Systems, or a related field (relevant experience may substitute for required degree).
- Knowledge of or experience with social service case management or program management software (preferably ETO), client relationship management, relational databases, or other information systems for client management.
- Demonstrated experience with Microsoft Office suite, particularly Excel.
- Attention to detail and the ability to follow instructions fully and precisely is essential.
- Ability to quickly learn information systems and support software including IRIS, ETO, and ServiceNow
- Solid organizational skills: the ability to work productively and accurately while under pressure in a fast-paced, demanding environment.
- Flexible work attitude: ability to work in a team environment & independently and meet unexpected demands.
- Strong customer service skills
Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.
Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.
Professional Standards: The IRC and IRC staff must adhere to the values and principles outlined in IRC Way – Global Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.