Major Responsibilities:\u00a0<\/p>\n
Primary responsibilities include but are not limited to:<\/p>\n
\tProvide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users.
\n\tPerform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders.\u00a0
\n\tConfigure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation.
\n\tInput into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem.
\n\tUnder the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents.\u00a0
\n\tCollaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders.
\n\tPlan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications.
\n\tBuild and maintain a knowledge base and technical documentation of commonly encountered issues including but not limited to Quick Resource Guides, Troubleshooting tips and functionality of supported applications.
\n\tReport on and analyze incident trends across different regions and different user groups within the organization.
\n\tEscalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts.<\/p>\n
Key Working Relationships:\u00a0<\/p>\n
\tPosition Reports to:\u00a0Associate Director, Application Support
\n\tPosition directly supervises:\u00a0\u00a0Non-managerial position<\/p>\n
Other Internal and\/or external contacts:\u00a0<\/p>\n
\tInternal:\u00a0\u00a0Enterprise Applications Team, Project Management Team, Business Relationship Team, Application users
\n\tExternal:\u00a0 Software and system vendors, including Microsoft, Box, Zoom, Atlassian<\/p>\n
Job Requirements:\u00a0<\/p>\n
Experience Requirements<\/p>\n
\tMinimum 2-3 years of IT and business\/industry work specializing in support of Microsoft Products and other industry standard services<\/p>\n
Apply Through:<\/p>\n
theirc.wd1.myworkdayjobs.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/theirc.wd1.myworkdayjobs.com","_company_name":"International Rescue Committee","_company_website":"https:\/\/www.rescue.org\/","_company_tagline":"The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[716,693,700],"job-types":[687],"class_list":{"0":"post-93116","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/93116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=93116"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=93116"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=93116"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=93116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}