M365 User Success and Adoption Specialist - Information Technology

Information Technology Portland, Oregon Washington, District of Columbia Anywhere, United States


*This position is open to any Mercy Corps location*

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program / Department / Team

The Microsoft 365 Implementation Team is a newly formed team dedicated to the successful implementation and adoption of M365 and Office 365 to more than 5000 team members across 145 field sites in 40 countries. The team’s goal is to provide solutions that improve security, productivity, efficiency, and impact to our entire global operation.

The Position 

The Specialist will concentrate primarily on creating, administering, and delivering a user success and adoption program for the Microsoft 365 implementation at Mercy Corps. The Specialist will work closely with the Global IT Service Delivery Manager, Business Solutions Architect, Office 365 Administrator, and Senior Project Manager to assess overall user success needs and, once those needs are determined, develop curriculum and adoption initiatives that take place virtually and at on-site training in one or more field locations.

The Specialist will leverage a variety of resources to accomplish their task, including the Microsoft TSI engagement teams, online resources from Microsoft as well as implementation partners, and third parties. The Specialist will guide users through the migration to the M365 suite of productivity tools by educating users in how to prepare for migrating data into the SharePoint environment, followed by how to collaborate in the M365 environment. 

Essential Responsibilities

  • Ensure that all Mercy Corps team members receive the technology, training, and support they need to successfully migrate to M365.
  • Work with the Mercy Corps M365 project team and regional and local IT Administrators to develop and support the Mercy Corps M365 migration and adoption strategy.
  • Apply the user success program at scale in a way that measurably drives the team’s goals of security, productivity, and impact.
  • Assist users with data inventory and preparation for migration into SharePoint environment.
  • Work closely with regional and field IT to guide users through data migration into SharePoint environment.
  • Ensure users' ability to collaborate in the new M365 environment.
  • Use metrics to help track and measure user success, adoption and effectiveness.
  • Deliver user-facing training sessions in both remote and onsite environments. Lead Q&A sessions, Open Office Hours, and feedback sessions with users.
  • Become a M365 expert, stay on top of all product enhancements.
  • Maintain and update the M365 training curriculum.
  • Coordinate and communicate in a timely basis with other Mercy Corps teams to ensure users are learning M365, to help identify and adapt to weaknesses in the journey, and to help build trust amongst our users.
  • Work closely with vendors, IT, users and stakeholders to ensure technical compatibility and user satisfaction with software solutions.
  • Conduct or facilitate post-implementation assessments of new or improved solutions on a periodic basis.
  • As needed, modify or adapt software solutions and strategy, to meet the changing needs of IT, users and stakeholders.
  • As needed, provide ad hoc technical assistance to users and stakeholders who are facing problems of a Microsoft 365 or training-related nature. Escalate to Help Desk as relevant.
Supervisory Responsibility


Reports Directly To: Global IT Service Delivery Manager
Works Directly With: M365 project team, Mercy Corps IT, M365 technical implementation partner, end users.

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills 

* Please note - This is a non -technical role*

  • Minimum 1 years’ experience with M365, Office 365, SharePoint, Teams, and OneDrive
  • Experience developing curriculums and training others 
  • Ability to present to small or large groups 
  • Excellent written, presentation, and oral communication skills
  • Familiarity with remote meeting tools, especially Zoom, Google Hangouts, Skype, and Microsoft Teams, ability to speak and read multiple languages a huge plus, particularly Arabic, French, Spanish and English
  • Strong team player and excellent problem-solving skills
  • Quick on your feet and can adapt to changes/problems as needed
  • Ability to innovate, think creatively & work collaboratively to address problems
  • Ability to prioritize and manage work to critical project timelines.
Success Factors 

The ideal Specialist will have a deep technical understanding of and passion for training and development. S/he will also:

  • Have strong planning and organizational skills, with experience in change management and understands that many of the challenges to a successful project implementation reside in the larger context in which the technology is deployed, used, and maintained. 
  • Be a creative thinker who thinks of and implements creative approaches when evaluating existing training methods and developing new ones. 
  • Be an excellent communicator, able to demystify technology to team members with less technical familiarity.
  • Listen, up-skill, and guide so that teams are comfortable and capable of applying learnings in their work including sometimes adapting their methods to meet the needs of particular groups with diverse language. 
  • Having a sense of humor and strong interpersonal skills in order to work independently and collaboratively with multi-disciplinary teams is essential.
  • Adhere to scope, priorities and deadlines established by their supervisor.
Living Conditions / Environmental Conditions

This position can be based anywhere where mercy corps is registered as an employer and with polices and procedures and requires 20% travel to the field offices.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives. 

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact. 

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.