Description

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 Team

The People and Strategy Team ensures that Mercy Corps has the people, strategies and learning that will enable it to be a world-class, cutting edge, humanitarian organization, creating transformational change in the world. Our aim is to drive strategic thinking and planning at all levels of the organization; create a robust body of research to guide us internally and externally and steward the organizational culture. To achieve this we align conversations on learning; keep the organization focused on what has the greatest impact; leverage our comparative advantages in the crowded and competitive international relief and development landscape; and assure we are constantly learning from our work and the external environment.

The Position 

The Global People Systems Administrator will be part of the People Systems & Analytics team, and will the lead administration and maintenance of Mercy Corps People systems and applications. Their primary focus will be UKG Human Capital Management (HCM) and Jobvite Applicant Tracking System (ATS). They will be responsible for the triage of incoming support requests in Jira ServiceDesk, troubleshooting and resolving complex issues, and assigning escalated issues to other members of the team as appropriate. They will be responsible for the administration and improvement of Jira ServiceDesk to improve support performance tracking. They will also lead training sessions with global HR teams and develop user training content to increase understanding and utilization of systems. Data governance, integrity, and customer experience are of the utmost importance to this role.

Essential Responsibilities 

PRODUCTION SUPPORT

• Responsible for assessing and triaging all incoming support issues, troubleshooting and resolving complex problems and assigning escalated issues, report requests, or system improvement requests to the appropriate team member.

• Provide excellent service to stakeholders through clear, prompt communication and timely resolutions, monitoring and ensuring adherence to SLA targets.

• Analyze system and process issues, utilizing internal and external resources to identify the source of the issue and identifying sustainable resolutions.

• Manage resolution of system defects with the People Systems and Analytics Team, People Team, Field HR, IT and vendors

• In partnership with the System Administration & Operations Manager, perform approved configuration changes and updates.

• Author and maintain system data dictionary, operating procedures, and user guides.

• In partnership with the System Administration & Operations Manager, manage the administration and maintenance of Jira ServiceDesk, identifying opportunities to improve customer experience and support performance tracking.

COUNTRY STARTUPS & DATA QUALITY SUPPORT

• Coordinate the system setup process for new Mercy Corps countries, working closely with Global HR Advisors to advise on the requirements and process for new HR teams.

• Follow up with HR teams to gather information and employee data required to set up new a new country.

• Coordinate the configuration and testing of new country setups.

• Work closely with the Data & Reporting function to support the testing and validation of mass imports to support data quality improvement efforts.

• Identify data quality issues and risks, and contribute to strategic efforts to improve data integrity.

TRAINING

• Contribute to the development and implementation of a continuous training plan for People Systems.

• Lead training sessions for new and existing HR users, translating technical concepts to non-technical users, answering questions and ensuring strong understanding of People Systems.

• Develop training content including user guides, one-pagers, screencasts/walkthroughs, Confluence / Sharepoint articles, and eLearning courses.

SECURITY

• Ensure compliance with security and privacy procedures and policies as determined by IT and operational leadership.

• Proactively train and educate team members about said procedures and policies.

• Monitor and identify data privacy & security risks, working closely with People Systems Administration & Operations Manager to assess and mitigate issues.

• Responsible for the appropriate provisioning of user roles and access.

CONTINUOUS IMPROVEMENT SUPPORT

• Support the Continuous Improvement team with requirements gathering, system design, and testing for new functionality and process changes.

• Support engagement, communications, and training efforts for system updates.

• Support data conversion (extraction, transformation, load, validation).

Supervisory Responsibility

None

Accountability

Reports Directly To: People Systems Administration & Operations Manager
Works Directly With: People Systems & Analytics Director, LMS Administrator, Continuous Improvement team, Data & Reporting team, IT, global HR teams 

Minimum Qualifications & Transferrable Skills

• 4+ years’ experience in system administration; HRIS administration preferred

• BA/BS in Information Systems, Human Resources, Business Administration, or relevant experience preferred.

• English and French fluency is required. 

• Understanding of cloud-based applications and data governance required

• Ability to communicate with technical and non-technical users required

• Experience in ticketing or case management system preferred

• Demonstrated history of providing excellent customer service and a high level of attention to detail.

• Ability to follow procedures, complete tasks with high quality outputs, meet deadlines and work cooperatively with team members

• Must have strong analytical, and problem-solving skills and interpersonal skills; strong written and verbal communication

• Experience working with (and managing access to) sensitive and private data (e.g. Financial Info, HR Data, Employee Performance Records, Recruiting Data)

Success Factors

The successful candidate will provide excellent customer service to a global team, supporting technical and non-technical users to maximize the value of HR systems. They will be comfortable managing a high volume of tasks and support requests, providing the highest level of customer service and following through on all issues in a timely manner. They will be able to look at an issue and objectively assess the priority level and required follow up. They will independently follow up on issues, using available resources to find solutions and following up with internal stakeholders for assistance when needed. They will be excited about and comfortable with a high level of engagement with system users, delivering training sessions and being the first point of contact for the system. They will have the ability to maintain composure and a problem-solving attitude when faced with complicated system issues. They will have a strong commitment to integrity and system stewardship, championing data privacy and security and flagging potential risks. 

Living Conditions / Environmental Conditions

The position is open to any MC programs office in Africa, the Middle East or Asia and may require international travel.

The position will be supporting a globally deployed system and may require work outside of a traditional schedule to accommodate time zone differences.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/STA to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.

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 and have signed on to the Interagency Misconduct Disclosure Scheme. 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.