Senior System Solution Manager (National Position)

Job Description

BACKGROUND: Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.

Job Overview: In coordination with the System Solution Coordinator (SSC), the Senior System Solution Manager serves as Thailand’s primary contact for receiving and sharing information or feedback between START users and the Refugee Processing Centre (RPC). This position oversees daily issue management in START including working closely with RPC in ensuring all START-related developments are shared with users regularly. As a START Training Lead for Thailand, this position is responsible for the development and implementation of START training for new joiners and the identification of START training needs for current users, as necessary, and will liaise with RPC for any START-related training. This position will support the SSC in the implementation of policy updates with all users.

Major Responsibilities:

START - Serve as a solution-oriented subject matter expert for START. - Advise RSC Asia management and leaders on all changes made to START and related policies and processes. - Analyze, interpret, and disseminate complex START and related policies and processes to all members of the team. - Implement and enforce issue management procedures as outlined in program governance by refining RSC Asia staff requests before submission to RPC. - Analyze, in conjunction with other departments, RPC’s requests as needed. - Assist RPC’s START Change Management and Communication (CMC), START Production Support (SPS), and Product Owner (PO) teams in backlog prioritization efforts by providing analysis and feedback on system enhancements. - Responsible for START account creation and user role changes, with monthly review to ensure robust integrity measures and make necessary decisions about permissions.

Training and Standardization - Act as the START Training lead, which includes developing and implementing training modules for new hires and current users as required. - Evaluate and assess training needs of new joiners and current users as required and takes the lead in organizing and providing training regularly. - Organize additional RSC-led training and simulations to reinforce training provided by the START team. - Facilitate and coordinate User Acceptance Testing on an as-needed basis. - Serve as the primary point of contact and liaise with RPC to review, verify, or validate the development of RPC-driven changes, new functionality, or new requirements with recommended revisions on an as-needed basis. - Monitor and evaluate users’ usage in START to ensure compliance with the policies and provide solutions, if available.

Policies - Support the SSC in facilitating policy updates from Github, SSC Exchange, and SPS-SSC calls. - Other duties as assigned. Key Working Relationships: Position reports to: System Solution Coordinator Position directly supervises: N/A

Other Internal and/or external contacts: Internal: All RSC START users External: RPC, and other USRAP partners as needed

Qualifications

Job Requirements:

Education - University Degree in any relevant field

Work Experience: - Minimum three years of work experience in Resettlement Support Centers and/or United States Refugee Admissions Program (USRAP), policies and START system. - Minimum two years of experience in training including development, implementation, monitoring, and evaluation is preferred. - Previous experience providing training in a multicultural setting. - Previous supervisory experience is preferred. - Demonstrated ability to analyze, interpret and disseminate complex information for a variety of learners.

Demonstrated Skills and Competencies - In depth familiarity and knowledge of RPC and US Refugee Admissions Program programmatic responsibilities, processes, and policies and START database. - Self-starter with the ability to work with a high degree of autonomy in planning, organizing, and carrying out the assigned responsibilities, including coordinating activities with staff at all levels. - A positive thinker and collaborative problem solver. - Excellent analysis, evaluation, and problem-solving skills - Excellent written and oral communication skills including the ability to communicate effectively with colleagues and partners in a cross-cultural environment. - Solid organizational and program implementation skills with the ability to handle multiple tasks, set priorities, effectively manage time, and meet deadlines. - Demonstrated flexibility and ability to manage and adapt to changing environment.

Language and Computer Skills - Fluency in written and spoken English. - High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required.

Working Environment: The position is located at the RSC office in Bangkok, Thailand and is primarily office based. The position may require both domestic and international travel to support the delivery of USRAP processing throughout the region. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement. The position requires calls with RPC after regular working hours.

The employee is required to adhere to the “IRC Way” for professional conducts, as well as to be in compliance with all relevant Policies and Procedures while carrying his/her duties.

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

Equal Opportunity Employer: IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.