Application Support Specialist

Job Description

Requisition ID: req2222
Job Title: Application Support Specialist
Sector: Information Technology
Employment Category: Regular
Employment Type: Full-Time
Location: USA-New York, NY - HQ

Job Description

Background/IRC Summary:
The International Rescue Committee helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. IRC teams provide health care, infrastructure, learning and economic support to people in 40 countries, with special programs designed for women and children. Every year, the IRC resettles thousands of refugees in 22 U.S. cities. Learn more at Rescue.org and follow the IRC on Twitter & Facebook.

Job Overview/Summary:
The Application Support Specialist at the IRC will provide timely support to the daily operation of business applications at the IRC. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over all applications and should ensure smooth daily operation of all application in the position’s purview.

The position will initially focus on supporting the Enterprise Resource Planning (ERP) and Budget vs Actuals (BvA) systems. The ERP system at the IRC is currently being designed and developed and will house many internal business processes. BvA is a management report that shows how much of a grant was spent, committed, and how much remains at the end of a month. In the near future, this position’s portfolio will grow to include other applications.

Major Responsibilities:

Primary responsibilities include but are not limited to:
* Provide timely and high-quality L1 and L2 support for ERP, BvA, GSC, and Finance systems, leveraging specialized knowledge and training in aforementioned applications
* Escalate L3 support requests to Project Managers, Business Systems Managers, or Developers as necessary; track issue through to completion
* Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues
* Build and maintain ownership of knowledge base for commonly encountered issues within applications
* Under the direction of the Application Support Manager, develop, implement, and enforce workflows to streamline application support
* Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy
* Plan and host ad-hoc webinars, tele-conferences, and/or in-person meetings to better train and support application users
* Collaborate with Project Managers and Business Systems Managers to administer applications to meet business needs

Key Working Relationships:
Position Reports to: Application Support Manager
Position directly supervises: Non-managerial position

Other Internal and/or external contacts:
Internal: Application users and other various stakeholders
External: Software and system vendors

Job Requirements:

Experience Requirements
* Minimum 3 years of IT and business/industry work specializing in web applications

Knowledge and Skill Requirements
* Support of ERP tools
* Strong written and oral communication and interpersonal skills
* Strong sense of customer service
* Working knowledge of applications being implemented
* Works well with others in an integrated team environment
* Fast and independent learner
* Intercultural competence
* Self-motivated and a problem solver
* Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365
* A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive

Preferred Additional Qualifications
* Experience with support of Microsoft Dynamics 365 for Finance and Operations
* Knowledge of French is a plus
* Bachelor’s degree in computer science, information systems, business administration, or related field; or equivalent work experience
* Knowledge of Agile development methodology a plus
* Experience with ServiceNow as an incident management tool a plus

Working Environment
* The position will work in IRC HQ, New York and is expected to be on-site
* Standard office work environment

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, 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.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.

About the Organization

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 40 countries and 27 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure.