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 Deputy Director, 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 1000+ end users, troubleshooting issues, and working toward a swift and thorough resolution of each issue per Information Systems support and escalation protocols. The focus for this role will be developing, updating, and disseminating training and training resources to staff throughout the network. Additional responsibilities include providing 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.

RESPONSIBILITIES:

• Serve as an expert in IRIS and ETO systems from both the end user and system administrator perspectives.
• Provide end-user support to 1000+ users by adhering to Information Systems support escalation protocols, including the ServiceNow ticketing system, and meeting set targets for response rate and resolution time.
• Manage new account creation requests in accordance with the enterprise-wide account limit.
• Facilitate trainings for staff across the network.
• Produce, update, and disseminate training resources.
• Hold office-hour type training and Q&A sessions for office staff as needed.
• Serve as the point of contact for ETO Local Site Administrators and facilitate bi-weekly meetings.
• According to the quarterly release schedule, participate in release planning and execution of system enhancements (including custom query and report-building), bug fixes, and larger-scale buildouts.
• Work with Information Systems support staff, program staff, and technical advisors to develop and implement quality assurance measures.
• Coordinate regular meetings with team members and other stakeholders, such as technical advisors at HQ, to ensure the system meets program and departmental needs.
• Other duties as assigned.

REQUIREMENTS:

• University degree strongly preferred, ideally in Social Sciences, Information Systems, or related field.
• 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.

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Compensation: *(Pay range: $24-$36).*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.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

Professional Standards: All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

US Benefits: We offer the following benefits to short term employees in the US: 403b retirement savings plans with immediately vested matching, sick leave, 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.