Application Support Specialist

Job Posting Organization:
The International Rescue Committee (IRC) is a global humanitarian organization that responds to the world's worst crises and helps people to survive and rebuild their lives. Established in 1933, the IRC has been providing assistance to those in need for nearly 90 years. The organization operates in over 40 countries and has a workforce of more than 14,000 employees. The IRC's mission is to help people affected by conflict and disaster to recover and rebuild their lives, and it works in various sectors including health, education, and economic wellbeing.

Job Overview:
The Application Support Specialist at the IRC plays a crucial role in ensuring the smooth operation of communication and collaboration tools used by the organization. This position involves providing timely support for various applications such as Microsoft Teams, Box, OneDrive, SharePoint, and RescueNet, as well as project management tools like Monday.com and Jira. The specialist is expected to possess excellent interpersonal skills and the ability to thrive in a diverse, multicultural environment. A strong sense of ownership over the applications is essential, as the specialist will be responsible for ensuring that these tools operate effectively on a daily basis. The role requires a proactive approach to troubleshooting and resolving issues, as well as a commitment to continuous improvement of the systems in use.

Duties and Responsibilities:
The primary responsibilities of the Application Support Specialist include providing Level 1 and Level 2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems. This ensures minimal disruption to users. The specialist will perform routine maintenance and continuous improvement activities on supported systems in coordination with the Associate Director of Application Support and relevant stakeholders. Additionally, the role involves configuring and administering projects and workspaces in Jira and Monday.com, which includes user provisioning, access management, workflow configuration, and board creation. The specialist will also contribute to decisions regarding the Atlassian ecosystem architecture and support migration to new tools within this ecosystem. Under the guidance of the Associate Director, the specialist will provide support to global IT staff on incident response and escalation. Collaboration with IRC users is key to gathering feedback and understanding their needs regarding application use, which will be communicated to appropriate stakeholders. The specialist will also plan and deliver user enablement sessions, including webinars and in-person training, to enhance the effective use of enterprise applications. Building and maintaining a knowledge base and technical documentation of common issues is also a critical responsibility, as is reporting on and analyzing incident trends across different regions and user groups. Finally, the specialist will escalate application issues to the necessary support groups, Business System Managers, Vendor Partners, or Enterprise Technology Experts.

Required Qualifications:
Candidates for the Application Support Specialist position should have a minimum of 2-3 years of experience in IT and business/industry work, specifically in supporting Microsoft Products and other industry-standard services. Strong computer literacy is essential, including proficiency in the entire Microsoft 365 suite, Box, and Zoom. Experience in managing and supporting Project and Portfolio Management tools such as Jira or Monday.com is also required. The ideal candidate will possess strong written and oral communication skills, excellent interpersonal skills, and a strong sense of customer service. The ability to work well in an integrated team environment, be a fast and independent learner, and demonstrate intercultural competence is crucial. A self-motivated attitude and problem-solving skills are necessary, along with a sense of personal ownership of the applications and a commitment to customer satisfaction.

Educational Background:
A Bachelor's degree in computer science, information systems, business administration, or a related field is required for this position. Alternatively, equivalent work experience may be considered. Knowledge of Agile development methodology is a plus, as is familiarity with ITIL, ITSM, and ServiceNow as an incident management tool.

Experience:
The position requires candidates to have at least 2-3 years of relevant experience in IT support, particularly in environments that utilize Microsoft products and project management tools. This experience should include a focus on customer service and the ability to troubleshoot and resolve technical issues effectively.

Languages:
While proficiency in English is mandatory, knowledge of French is considered a plus. The ability to communicate effectively in both languages can enhance collaboration within the diverse IRC team and with external partners.

Additional Notes:
The Application Support Specialist position offers a hybrid working environment, allowing for flexibility in working from the office as needed. Working hours may need to align with the New York/Eastern Time Zone. The IRC emphasizes adherence to its values and principles, which include integrity, service, and accountability. The organization enforces policies on beneficiary protection, child safeguarding, workplace harassment, fiscal integrity, and anti-retaliation, ensuring a safe and respectful workplace for all employees.