Mercy Corps

Operations & Knowledge Management Senior Coordinator (Technical Support Unit)

Mercy Corps

Job Description


Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

Program / Department Summary

Technical Support Unit (TSU) houses TSU subject matter experts that help set agency strategy and provide consultation – from assessment and design through project implementation and results measurement – to field offices worldwide, in some of the world’s toughest places. TSU team members provide critical technical leadership, share guidance on emerging trends and best practices, foster organizational learning, contribute to research, represent Mercy Corps to external audiences, and develop robust partnerships. They cover a wide range of technical areas including food security, markets, energy, the environment, maternal Child Health, peacebuilding, youth, gender and other sectors critical for effective agency work. The TSU is also integral to global Business Development and revenue, housing a team dedicated solely to this effort.

The Position

The Operations Knowledge Management Senior Coordinator is a core member of the TSU Systems team, focusing on building centralized systems, tools and communication resources to support our widely diverse and global team. This person will balance their time supporting our Knowledge Management goals and activities and Operations system support. They will work proactively to build relationships with the TSU leadership team members to facilitate strong internal cohesion and collaboration to enable the team to perform at the highest possible level in terms of workflow, results and creativity. This role will be responsive, agile, and flexible to support our global team to meet program strategy goals.

Essential Job Responsibilities


Support the Operations Manager in building and implementing centralized tools and structures for the TSU team. Orientation and onboarding of new TSU team members on TSU systems. Manage teams online tools (M365, google folders, listservs, workplace). Maintain and continuously improve processes for efficient, transparent team meetings/ calls, including scheduling, agenda setting time management and documentation. Provide Coordination and logistical support for in person TSU meetings, retreats and other technical events (scheduling, technology, note taking, data Analysis, follow up, etc.) Maintain and continuously improve systems for tracking and reporting on time, team results and budget, including some budget reconciliation functions. Lead management and operations of the TSU support request tool - build understanding, behavior change, responsiveness and support to our leadership team and program team members. Day to day operations and management of online ticketing tool. Maintain and update all TSU go-to Operations Resources - building relationships within Mercy Corps so that TSU is better enabled to be efficient and supportive of Operations functions. Support management of TSU Feedback Form - track, send and respond to all requests. Support analysis and implementation of form in relationship to new MC performance possible system. COMMUNICATIONS, KNOWLEDGE MANAGEMENT AND RELATIONSHIP BUILDING

Support the TSU’s Knowledge Management Advisor and knowledge management agenda. Support will prioritize the transition to new SharePoint and Teams structures from Google Drive, building resources, FAQ’s for our team and giving 1:1 support as needed to TSU teams and team members. Support logistics, information collection, and writing for TSU regular communications. Standardization of TSU core documents in new Sharepoint KM system Basic maintenance of teams’ communication sites, with news and timely information. Basic tech and admin support for TSU webinars, online trainings and communication events.TRAVEL SUPPORT

Support global and regional team members with Travel visas, travel support logistics - responsible for a clear understanding of the system and how to efficiently execute. Support in person Team retreats/gatherings remotely - logistics, office coordination and visa needs for team members. Serve as the focal point for coordination of visitors (both internal and external to Mercy Corps), including setting up schedules and providing primary logistical support.
Supervisory Responsibility


Reports Directly To: Operations Manager, TSU
Works Directly With: TSU Systems Teams, TSU Management Team and Senior Leaders, TSU team members

Accountability to Participants and StakeholdersMercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

A. or B.S. in a relevant field or 3+ years of professional experience in a fast-paced environment.
Excellent interpersonal, verbal, research, and written communication skills. Strong analytical skills, able to work with, synthesize, interpret and meaningfully report on data using Excel, data visualization software, and other tools. Excellent computer skills required, including familiarity with MS Word, Excel, PowerPoint and Google tools; comfort with IT functions a plus. Knowledge and or experience with database management a plus Experience with M365 a plusMulti-tasking, organizational, and prioritization skills. Ability to take initiative and complete work or solve problems with minimal guidance; self-starter. Demonstrated ability to work well under pressure and cooperatively with team members The ability to take direction as well as work independently.Experience maintaining a high level of confidentiality required.Overseas, international, non-profit, and government experience and/or interest a plus
Success Factors

The successful Operations & KM Senior Coordinator will demonstrate a healthy combination of professionalism, confidence and good humor and have very strong oral and written communication skills. They will have a keen interest in learning the art of a support role, building relationships, creating culture, and supporting leadership towards success. The Operations & KM Senior Coordinator will be able to multitask and prioritize in a fast-paced, fluid work environment. They should be detail oriented and organized, having the ability to handle a high volume of work quickly, efficiently, and accurately. They should possess a high standard for quality of products – both content and presentation. Strong candidates will have an ability to build working relationships with people of diverse backgrounds, work styles, and be a good networker. Candidates must have flexibility and creativity in Problem Solving. Capable of identifying and independently addressing team needs or areas for improvement. Finally, they should have an ability to handle confidential information and sensitive situations with tact, as well as an interest and ability to understand agency and team strategy and culture.

Living Conditions / Environmental Conditions

This position is based in Portland or Washington DC, work occasional evenings and weekends and some domestic travel. This position will report into the Portland or Washington, DC office with regularity and in accordance with our return-to-work policy. .

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & EthicsMercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate Child Abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

As a safeguarding measure, Mercy Corps screens all potential US-Based employees. This is done following the conclusion of recruitment and prior to assuming full employment.

Our screening process is designed to be transparent and completed in partnership with new Team Members. You will have the opportunity to disclose any prior convictions at the conclusion of the recruitment process before the check is initiated. We ask that you do not disclose any prior convictions in your application materials or during the recruitment process.

Covid-19 Vaccine Policy for US-Based Employees

Mercy Corps has determined that, in an effort to protect the health, safety, and well-being of all Mercy Corps employees working in the United States, all U.S.-based employees must be fully vaccinated for COVID-19, regardless of prior COVID-19 infection status. This policy is necessary to ensure not only the safety of our workforce, but the ongoing functionality of the organization.

This policy will be revised as needed to comply with federal, state, and local requirements, and to respond to changing guidance from public health authorities.

For new employees this requirement goes into effect within 10 business days of employment. Team members that travel are expected to comply with host-country requirements, including vaccinations. Failure to comply may impact your employment. Proof of vaccination or exemption must be provided.
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