Information Systems Coordinator

Job Description

SCOPE OF WORK: The Information Systems Coordinator provides technical assistance, support, administration, and development for RAI’s primary information systems, IRIS and ETO. The position reports to the Deputy Director, Information Systems, serves on RAI’s Research, Analysis, and Learning team at HQ, and is supported by 4-6 additional Information Systems support staff and interns. This is a critical role that helps to ensure that RAI meets its goal of data-driven, evidenced-based programming. Responsibilities include responding to incoming requests for support from 1000+ end users, troubleshooting issues, and working toward a swift and thorough resolution of each issue per Information Systems support and escalation protocols. The focus for this role will be developing, updating, and disseminating training resources to staff throughout the network. Additional responsibilities include providing assisting with quarterly release of system enhancements, bug fixes, and larger-scale build-outs (including custom query and report building), data quality assurance, and attending regular meetings with team members and other stakeholders.

RESPONSIBILITIES:

· Serve as an expert in IRIS and ETO systems, from both the end user and system administrator perspective.

· Provide end user support to 1000+ users by adhering to Information Systems support escalation protocols, including the ServiceNow ticketing system, and meeting set targets for response rate and resolution time.

· Assist with facilitating trainings via webinar and with producing training resources

· Hold office-hour type training and Q&A sessions for office staff

· Serve as the point of contact for ETO Local Site Administrators and facilitate bi-weekly meetings

· According to quarterly release schedule, participate in release planning and execution of system enhancements (including custom query and report-building), bug fixes, and larger-scale build-outs.

· Work with Information Systems support staff, program staff, and technical advisors to develop and implement quality assurance measures

· Coordinate regular meetings with team members and other stakeholders, such as technical advisors at HQ and Data Associates in offices, to ensure the system meets program and departmental needs.

· Other duties as assigned

REQUIREMENTS:

· University degree strongly preferred, ideally in Social Sciences, Information Systems, or related field.

· Knowledge of or experience with social service case management or program management software (preferably ETO), client relationship management, relational databases, or other information systems for client management.

· Demonstrated experience with Microsoft Office suite, particularly Excel.

· Attention to detail and the ability to follow instructions fully and precisely is essential

· Ability to quickly learn information systems and support software including IRIS, ETO, and ServiceNow

· Solid organizational skills: the ability to work productively and accurately while under pressure in a fast-paced, demanding environment

· Flexible work attitude: ability to work in a team environment & independently and meet unexpected demands

· Strong customer service skills

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires candidates who are selected for interview to furnish proof of vaccination against COVID-19 in order to be considered for this position.

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI_GR1

Qualifications