IRC Regional Hyper-Support - RHS West Africa Jobs in Nairobi Kenya

IRC Regional Hyper-Support - RHS West Africa Jobs in Nairobi Kenya

Job Description

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.

Job Overview/Summary:

The Regional Hyper Support Coordinator will support the global ERP deployment by leading the region through hyper support phase of deployment.

The Regional Hyper Support Coordinator will report into the Regional Deployment Lead and have a manger in partnership reporting line to the ERP Business System Manager.

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 of technical action items that come out of the pre deployment readiness assessment.

Job Requirements

Major 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

Qualifications

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

Preferred Additional Requirements

Experience in a humanitarian or development organization

Knowledge of French or Arabic

Key Working Relationships:

Position Reports to: Regional Deployment Lead

Management in Partnership to: ERP Business Systems Manager

Internal: IPD & USP Deployment Leads, Deployment Project Manager

Working Environment:

Standard office work environment
Some travel as needed.

Standards of Professional Conduct: 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.

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

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.

How to Apply

Interested and qualified candidates should apply online by 10th June 2019

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

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