Information Systems Coordinator

Job Posting Organization:
The International Rescue Committee (IRC) is a global humanitarian organization that responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Established in 1933, the IRC has grown to operate in over 40 countries and in 26 U.S. cities, providing assistance to refugees and displaced persons. The organization is committed to upholding the highest standards of professional conduct and integrity, ensuring that all employees adhere to its core values of Integrity, Service, Equality, and Accountability. The IRC employs thousands of staff worldwide, working collaboratively to deliver essential services and support to vulnerable populations.

Job Overview:
The Information Systems Coordinator plays a pivotal role in the management and support of the IRC’s primary information systems, specifically IRIS and ETO. This position is integral to the Research, Analysis, and Learning team at headquarters and is responsible for providing technical assistance, support, and administration for these systems. The coordinator will report directly to the director" style="border-bottom: 1px dotted #007bff !important;">Deputy Director of Information Systems and will work closely with a team of 4-6 additional support staff and interns. The primary focus of this role is to ensure that the organization meets its goal of data-driven, evidence-based programming by responding to support requests from over 1000 end users, troubleshooting issues, and ensuring timely resolutions. Additionally, the coordinator will be responsible for developing and disseminating training resources to staff across the network, assisting with quarterly system enhancements, and ensuring data quality assurance. This position requires a proactive approach to problem-solving and a commitment to maintaining high standards of service delivery.

Duties and Responsibilities:
The duties and responsibilities of the Information Systems Coordinator include:

• Serving as an expert in the IRIS and ETO systems from both end-user and system administrator perspectives.
• Providing end-user support to over 1000 users by adhering to established Information Systems support escalation protocols, including the use of the ServiceNow ticketing system, and meeting targets for response rates and resolution times.
• Managing new account creation requests in accordance with the enterprise-wide account limit.
• Facilitating training sessions for staff across the network, including producing, updating, and disseminating training resources.
• Holding office-hour type training and Q&A sessions for office staff as needed.
• Acting as the point of contact for ETO Local Site Administrators and facilitating bi-weekly meetings.
• Participating in release planning and execution of system enhancements, bug fixes, and larger-scale buildouts according to the quarterly release schedule.
• Collaborating with Information Systems support staff, program staff, and technical advisors to develop and implement quality assurance measures.
• Coordinating regular meetings with team members and other stakeholders to ensure that the system meets program and departmental needs. 1
• Performing other duties as assigned by the Deputy Director of Information Systems.

Required Qualifications:
The required qualifications for the Information Systems Coordinator position include:

• A university degree is strongly preferred, ideally in Social Sciences, Information Systems, or a related field.
• Knowledge of or experience with social service case management or program management software, preferably ETO, as well as client relationship management, relational databases, or other information systems for client management.
• Demonstrated experience with the Microsoft Office suite, particularly Excel, is essential.
• Attention to detail and the ability to follow instructions fully and precisely are critical for success in this role.
• The ability to quickly learn new information systems and support software, including IRIS, ETO, and ServiceNow, is necessary.
• Strong organizational skills and the ability to work productively and accurately under pressure in a fast-paced environment are required.
• A flexible work attitude, with the ability to work both independently and as part of a team, is essential.
• Strong customer service skills are a must, as the coordinator will be interacting with a diverse range of users.

Educational Background:
The educational background required for the Information Systems Coordinator position includes a university degree, preferably in Social Sciences, Information Systems, or a related field. This educational foundation is essential for understanding the complexities of information systems and their application in social service contexts.

Experience:
The level of experience needed for the Information Systems Coordinator position includes demonstrated experience in providing technical support and assistance for information systems. Candidates should have a background in social service case management or program management software, with a preference for experience with ETO. Familiarity with relational databases and client management systems is also beneficial. Experience in training staff and facilitating workshops is highly desirable, as the role involves significant interaction with end users and the dissemination of training resources.

Languages:
The mandatory language requirement for this position is proficiency in English, as all communications and documentation will be conducted in English. Additional languages are considered a plus, particularly those relevant to the populations served by the IRC, as this may enhance communication with diverse user groups.

Additional Notes:
The Information Systems Coordinator position is a full-time role based in the United States. The compensation for this position ranges from $24 to $36 per hour, depending on various factors such as the labor market, job type, internal equity, and budget considerations. The exact offer will be calibrated based on the work location and the individual candidate's experience and skills relative to the defined job requirements. The IRC is an Equal Opportunity Employer and considers all applicants based on 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. Additionally, the IRC offers benefits to short-term employees in the U.S., including a 403b retirement savings plan with immediately vested matching, sick leave, and an Employee Assistance Program available to staff and their families.