Integra Support Director

Job Description

The IRC is currently implementing an Enterprise Resource Planning (ERP) Management system, known internally as Integra, across the Finance, Supply Chain, Programs and Grants Management functions in all IRC locations. Integra will retire several 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 Integra Support Director is crucial to the IRC’s successful transition to its first ever global ERP system; this person will be responsible for leading the support provided to all IRC offices during the deployment/ go-live phase, hyper support phase immediately after go-live, and ongoing operational support. The Integra Support Director will report into the Sr. Director, Global ERP Program and work with the Director, User Support on SLAs. The Integra Support Lead will be responsible for leading each deployment through hyper support and ensuring a smooth transition to operations while maintaining the SLAs that have been communicated. Beyond deployment, the Integra Support Director will be responsible for managing ongoing delivery of support to users in operations. Across support areas, the position is responsible for ensuring escalation of high priority issues, bringing visibility to the Integra Leadership Team as well as trend analysis to inform enhancement and systemic bug resolution. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment.

Major Responsibilities:

Primary responsibilities include but are not limited to:

• Drive systematic approach to providing immediate support to ERP system users post-implementation across dispersed teams. This includes coordination across multiple teams and countries of targeted hyper support and operational open offices, trouble-shooting meetings, stand-ups, and knowledge sharing.

• Develop and institute continuous improvement culture across hyper support and support team by evaluating performance metrics and identifying areas for improvement across support approach, training guidance, and support materials.

• Establish direction to ensure all support providers (technicians and subject matter experts) provide consistent responses, follow a consistent approach and are aligned on system and process enhancements throughout deployment, hyper support and transition to operational support.

• Manage operational support backlog to ensure quality and timely resolution of user issues within SLAs.

• Ensure hyper support model provides quality support for subject matter experts and end users, and recommend adjustments to model as needed throughout deployment process

• Ensure operational support model provides quality support to offices and includes trend analysis to drive process change and system enhancement where necessary

• Act as escalation point for risks and issues that could block adoption or have large scale impact to offices.

• Ensure the teams

o provide timely and high-quality L1 and L2 support for ERP, Grants, GSC, and Finance systems, leveraging specialized knowledge and training in aforementioned applications

o escalate L3 support requests to Project Managers, Business Systems Analysts, or Developers as necessary and track issue through to completion

o develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues

o build and maintain ownership of knowledge base for commonly encountered issues within applications

o collaborate with Change Management to enhance and ensure accuracy of technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides

o collaborate with Functional teams and Change Management to plan and host ad-hoc webinars, tele-conferences, and/or in-person meetings to better train and support application users

o have proficient knowledge in key ERP business processes and system navigation

• Utilize issue trend analysis to contribute to project planning and priority setting

Key Working Relationships:

Position Reports to: Sr. Director, Global ERP Program

Position directly supervises: ERP operational and hyper support L1 & L2 technical team

Other Internal and/or external contacts:

Internal: Integra Business Systems lead, Business System Analysts, Deployment Leads, Functional Leads, Project Managers, Help Desk/User support team

External: N/A

Job Requirements:

Experience Requirements

• Minimum 10 years of IT and business/industry work specializing in application support, preferably ERP

Knowledge and Skill Requirements

• Experience leading post-implementation technical support teams, ideally for global applications

• Ability to establish and maintain effective working relationship with a service-oriented attitude in a team environment. Includes interaction with internal staff as well as customer staff members and the ability to effectively convey computing concepts to non-technical staff.

• Possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment.

• Ownership over the smooth daily operation of Integra.

• Strong written and oral communication and interpersonal skills

• Strong sense of customer service

• Working knowledge of applications being implemented

• Works well with others in an integrated team environment

• Fast and independent learner

• Intercultural competence

• Self-motivated and a problem solver

• Strong computer literacy, including proficiency in Microsoft Office and Office 365

Preferred Additional Qualifications

• Experience with support of Microsoft Dynamics 365 for Finance and Operations

• Strong command on English and/or French Languages, Knowledge of other languages will be a plus

• Bachelor's degree in computer science, information systems, business administration, or related field; or equivalent work experience

• Knowledge of Agile development methodology a plus

• Experience with ServiceNow as an incident management tool a plus

Working Environment

• This position can either be based in the NY HQ office, or as a fully remote role

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 new hires to furnish proof of vaccination against COVID-19 in order to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).

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.

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

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