IRC Regional Hyper-Support Jobs in Kenya

IRC Regional Hyper-Support Jobs in Kenya



The IRC has defined a new strategic mission and vision, along with information technology infrastructure and applications initiatives and key processes that will deliver to the strategic objectives. The IRC is currently implementing an Enterprise Resource Planning (ERP) Management system across the Finance, Supply Chain and Grants Management functions in all IRC locations.

Project Integra will retire a number of existing systems, bringing them into a cloud-based Microsoft Dynamics 365 environment. Integra is the largest investment in systems that the IRC has ever made and will change the way we work.


Responsibilities:


  • Develop proficient knowledge in key ERP business processes 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-ups during initial two weeks post go-live
  • Triage tickets in ServiceNow and facilitate the escalation and resolution of all issues
  • Support ad hoc refresher training as needed
  • Maintain dashboards that show overall status of issues within that office and across the region
  • Escalate risks and issues early 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


    Requirements


  • Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365; preferable experience in Microsoft Dynamics D365 for
    Operations & 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


    How to Apply


    Interested and qualified candidates should apply online by 30th July, 2019


    For more information and job application details, see; IRC Regional Hyper-Support Jobs in Kenya


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