Information Systems Coordinator

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. - Facilitate trainings as needed to staff across the network. - Produce and disseminate 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 the quarterly release schedule, participate in release planning and execution of system enhancements (including custom query and report-building), bug fixes, and larger-scale buildouts. - 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.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirement.

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.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

#LI-Remote

Qualifications Update