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Mercy Corps

Lance   Offre d'emploi

Échéance

23 Janvier 2020 Il y a 5 mois

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Détails de l'opportunité

Location Tunis, Tunisia

Position Status Full-time, Exempt or, Regular

Salary Level

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible.
In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions  into action — helping people triumph over adversity and build stronger communities from within.
Now, and for the future.

Program / Department Summary

The People and Strategy Team ensures that Mercy Corps has the people, strategies and learning that will enable it to be a world-class, cutting edge, humanitarian organization, creating transformational change in the world. We do this through: the recruitment, retention and development of the best global talent. Our aim is to drive strategic thinking and planning at all levels of the organization; create a robust body of research to guide us internally and externally and steward the organizational culture. To achieve this we align conversations on learning; keep the organization focused on what has the greatest impact; leverage our comparative advantages in the crowded and competitive international relief and development landscape; and assure we are constantly learning from our work and the external environment.

General Position Summary

Support the People Systems Administrator in the management and maintenance of Mercy Corps People Systems and Applications.  This role will be a part of the People Systems and Analytics Team responsible for analyzing and triaging issues, defects, and requests for prompt action.  In collaboration with the People Systems Admin, the role will also perform limited system configuration, testing, training, and documentation.  Focus will mostly be on the systems and applications, but supporting interfaces, partner systems and reporting is also within scope.  Customer experience and service is of the utmost importance to this role.

Essential Job Responsibilities

PRODUCTION SUPPORT

  • Provide excellent service to stakeholders through clear, prompt communication and timely resolutions
  • Provide basic system support such as password resets and approved access requests
  • Triage reported incidents and requests
  • Manage production support process and resolve issues within service level agreements
  • Analyze system and process issues
  • Coordinate resolution of system defects with the People Systems and Analytics Team, People Team, Field HR, IT and vendors
  • Perform approved system configuration changes/updates
  • Author and maintain HCM data dictionary, operating procedures, and user guides.

SECURITY

  • Ensure compliance with security and privacy procedures and policies as determined by IT and operational leadership.
  • Proactively train and educate team members about said procedures and policy

CONTINUOUS IMPROVEMENT SUPPORT

  • Support engagement, communications, and training efforts
  • Support deployment activities
  • Engage stakeholders to capture process/system needs through user stories, process flows, requirement lists, etc.
  • Analyze requirements and work with the HCM Core Project Team, subject matter experts, and system vendors to produce process/system designs
  • Configure, test, and deploy system functionality based on approved designs in collaboration with partner systems admins, SMEs, and IT
  • Coordinate and drive completion of functional development including but not limited to interfaces and custom builds
  • Support data conversion (extraction, transformation, load, validation)

ORGANIZATIONAL LEARNING

  • As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

ACCOUNTABILITY TO BENEFICIARIES

  • Mercy Corps team members are expected to support all efforts toward accountability, specifically
    to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Supervisory Responsibility

None

Accountability

  • Reports Directly To: People Systems and Analytics Manager
  • Works Directly With: People Systems Administrator, HCM Business Analyst, People Data and Reporting Analyst, People Team SMEs, Field HR

Success Factors

Expansive thinking paired with bias for action, diplomacy, relationship-building skills, political savvy and consensus-building across all stakeholder groups are critical to success in this position.  Ability to network and build a range of stakeholder relationships. Commitment to continuous learning and development. Experience in large group meeting design, portfolio management, and negotiation.  Comfort operating in a fast-paced environment with the ability to successfully multitask and meet all deadlines and team member needs. Ability to match personal work style and approach to build trust and credibility with a diverse array of stakeholders. Executive presence, listening and ability to influence senior leadership.

A successful candidate will be action-oriented, adaptable, results oriented and comfortable with change. S/he will be able to work productively and meet deadlines with superior organizational skills, attention to detail and the ability to successfully juggle multiple priorities and tasks, having an even temper, a problem-solving attitude and the ability to maintain positive relationships under difficult or heated circumstances. S/he should be able to influence and persuade people at all levels of the organization and to energize and inspire others, regardless of position, directing their efforts and activities toward a clear outcome. An authentic passion for the work is important along with a resilient spirit and ability to gracefully deal with adversity and ambiguity, making sense out of chaos. S/he should have the comfort and ability to deal with donors, executives and others with the same level of dignity and respect. Sense of humor is always appreciated.

Living Conditions / Environmental Conditions

The position is based in Tunis, Tunisia and may require international travel.

The position will be supporting a globally deployed system and will require work outside of a traditional schedule to accommodate time zone differences.  Project workloads may also vary and require increased hours during peak times.

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.

Critères d'éligibilité

  • 1 - 2 years’ experience in system administration and/or system production support
  • BA/BS in Information Systems, Human Resources, Business Administration, or relevant experience
  • Understanding of cloud-based applications, and data governance required
  • Requires ability to communicate with technical and non-technical users
  • Experience in ticketing or case management system preferred
  • English and French fluency required; proficiency in Arabic or Spanish a plus
  • Demonstrated history of providing excellent customer service and a high level of attention to detail.
  • Ability to follow procedures, complete tasks with high quality outputs, meets deadlines and works cooperatively with team members
  • Must have strong analytical, and problem-solving skills, and interpersonal skills; strong written and verbal communication
  • Experience working with (and managing access to) sensitive and private data (e.g. Financial Information, HR Data, Employee Performance Records, Recruiting Data)

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