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Job Overview/Summary:
The Application Support Specialist at the IRC will provide timely support for communication and collaboration tools at the IRC, including Microsoft Teams, Box, OneDrive, SharePoint & RescueNet as well as project management tools including Monday.com and Jira. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over the application and should ensure smooth daily operation of the system.
Major Responsibilities:
Primary responsibilities include but are not limited to:
Provide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users.
Perform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders.
Configure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation.
Input into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem.
Under the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents.
Collaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders.
Plan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications.
Build 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.
Report on and analyze incident trends across different regions and different user groups within the organization.
Escalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts.
Key Working Relationships:
Position Reports to: Associate Director, Application Support
Position directly supervises: Non-managerial position
Other Internal and/or external contacts:
Internal: Enterprise Applications Team, Project Management Team, Business Relationship Team, Application users
***External:***Software and system vendors, including Microsoft, Box, Zoom, Atlassian
Job Requirements:
Experience Requirements
Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services
Knowledge and Skill Requirements
Strong computer literacy, including proficiency in the entire Microsoft 365 suite, Box, Zoom
Experience managing and supporting Project and Portfolio Management tools such as Jira or Monday.com
Strong written and oral communication and interpersonal skills
Strong sense of customer service
Works well with others in an integrated team environment
Fast and independent learner
Intercultural competence
Self-motivated and a problem solver
A sense of personal ownership of the applications, and the drive to keep customers satisfied with the level of support they receive
Preferred Additional Qualifications
Knowledge of French is a plus
Experience in supporting other Enterprise collaboration tools and intranets such as WebEx, Slack, Interact
Knowledge of Entra ID, Active Directory, and general principles of identity and access management (IAM)
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 ITIL, ITSM, and ServiceNow as an incident management tool a plus
Working Environment
The position offers a hybrid working environment with access to office as needed.
Working hours aligned with New York/Eastern Time Zone may be required.
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The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Service, 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.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.
How to apply
Please apply on our website:
https://theirc.wd1.myworkdayjobs.com/External_Careers/job/Nairobi-IHUB-Kenya/Application-Support-Specialist_JR00002626