Regional Hyper Support Coordinator - Integra
Jordan
- Organization: IRC - International Rescue Committee
- Location: Jordan
- Grade: Mid level - Mid level
-
Occupational Groups:
- Information Technology and Computer Science
- Managerial positions
- Closing Date: Closed
Requisition ID: req5765
Job Title: Regional Hyper Support Coordinator - Integra
Sector: Information Technology
Employment Category: Fixed Term
Employment Type: Full-Time
Open to Expatriates: No
Location: Jordan
Job Description
Background/IRC Summary: The International Rescue Committee helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. Founded in 1933 at the request of Albert Einstein, the IRC works with people forced to flee from war, conflict and disaster and the host communities that support them, as well as with those who remain within their homes and communities. At work today in over 40 countries and 25 U.S. cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC is currently implementing an Enterprise Resource Planning (ERP) Management system, known internally as Integra, across the Finance, Supply Chain, and Grants Management functions in all IRC locations. 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 is crucial to the IRC’s successful transition to its first ever global ERP system; this person will be responsible for leading the support of the region through each country’s go-live and months after during a hyper support phase. The Regional Hyper Support Coordinator will report into the Regional Deployment Lead with a manager-in-partnership reporting line to the Sr. Application Support Manager and may fully transition to the Integra Operations team once the region has been fully deployed.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 technical action items that come out of the pre deployment readiness assessment. Major Responsibilities: Develop proficient knowledge in key ERP business processes for Finance, Supply Chain, and Grants Management 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-up meetings with SuperUsers during initial two weeks post go-live Triage tickets in ServiceNow and facilitate the escalation and resolution of all Integra issues within the region Support ad-hoc refresher training as needed Maintain dashboards that show overall status of issues across the region Proactively identify and escalate risks and issues 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 Key Working Relationships: Position Reports to: Regional Deployment Lead Management in Partnership to: Sr. Application Support Manager Internal: IPD Deployment Leads, Deployment Project Manager, Regional IT Director
Qualifications
Minimum Requirements Preferred Additional Requirements Working Environment:
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