HR Systems Operations & Administration Manager - (Amman or Beirut or Any MC Location )

Human Resources & Talent Acquisition Anywhere, United States


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.



Department Summary

The People Team ensures that Mercy Corps has the resources, systems, culture and support in place to drive an ambitious global mission while ensuring our individual team members thrive. With the support and contributions of the individual units, including Global Talent, Global Human Resources, Systems and Analytics, Total Rewards, Safeguarding, and Gender, Diversity and Inclusion (GDI), the People Team seeks to foster and achieve fulfilled, equitable, inclusive, diverse, and high performing global teams. We do this through recruiting and retaining the best global talent and shaping this talent into our future leaders through equitable development opportunities, and then by driving strategic partnership at all levels of the organization. We steward the organizational culture through our systems, structure, and processes and align conversations around diversity, equity, and inclusion, wellbeing, total rewards, learning and safeguarding priorities; and connect all of this to our core operations and overall mission.



General Position Summary

This position will be a part of the People Systems and Analytics Team (PSAT) leadership alongside the Continuous Improvement, eLearning, and Data/Analytics leads.  This position is  specifically responsible for overseeing the administration, operations, support, and training of Mercy Corps People Systems.  Focus will mostly be on the Human Capital Management Solution (UKG Pro), but supporting interfaces, partner systems and reporting tools are also within scope.  Heavy partnership will be formed with the Continuous Improvement Manager to sustainably and properly maintain, improve, and expand the uses and value of People Systems to the agency.  System/data integrity, operational excellence, and customer experience are of the utmost importance for this role.


Essential Responsibilities



  • Define and drive system administration and operations objectives of the PSAT
  • Define, implement, and improve system and support management processes and procedures
  • Author HCM operating procedures, user guides, and data dictionary and manage document and knowledge assets
  • Identify and recognize early signs of issues and risk
  • Manage and cultivate productive working relationships with business owners, subject matter experts, and end users
  • Have regular check-ins with stakeholders and high priority customers
  • Coach and develop systems and technology focused team members
  • Manage and monitor vendor and consultant invoices for work related to our People Systems


  • Manage production support process and monitor service level agreements
  • Provide excellent service to stakeholders through clear, prompt communication and timely resolutions
  • Triage reported incidents and requests in coordination with the Global People Systems Administrator
  • Provide system support such as account resets, data corrections, and approved permissions/access requests
  • Analyze system/process issues and drive resolution of system issues in coordination with the People Systems and Analytics Team, People Team, Country HR, IT, vendors, and other partners
  • In partnership with business and system owners, perform approved system configuration changes/updates



  • Develop and oversee continuous training plan for new and existing users to maximize value of People Systems
  • Develop and improve training courses and materials as new functionality is released or when system is updated
  • Author quick reference guides, knowledge articles, and tutorial videos
  • Actively engage, monitor usage, and increase KSA of user community with collaboration tools such as Workplace, Microsoft Teams, and SharePoint



  • Ensure compliance with security and privacy procedures and policies as determined by IT and operational leadership.
  • Proactively train and educate team members about data security and privacy procedures and policies
  • Accountable for all systems access and role provisioning



  • Support engagement, communications, and training campaigns to improve People Team systems and data capacity 
  • Support implementation tasks such as requirement gathering, configuration, testing, and deployment activities
  • Support completion of functional development including but not limited to interfaces and custom builds
  • Support data conversion (extraction, transformation, load, validation)


Supervisory Responsibility

1 Direct Report: Global People Systems Administrator



        Reports Directly To: Director – People Systems and Workforce Insights

        Works Directly With: Continuous Improvement Manager, eLearning Manager, People Team Leaders, Country HR Managers/Officers


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

        Two years of system administration and operations management required

        Experience overseeing integrated systems and service delivery processes a must

        Experience with issue tracking systems (Jira, Zendesk, osTicket, etc.) and content/document management system (SharePoint, Confluence) required

        Skilled in customer service and stakeholder management

        Business systems analysis experience preferred

        Experience in human resources preferred

        English fluency required; Spanish, Arabic and/or French fluency preferred

        Project management (PMP, Prince) or change/transition management (PROSCI, CCMP) certification a plus

Success Factors

A successful People Systems Admin and Operations manager has the knowledge, skills, and experience to oversee the global, day to day activities of our Human Capital Management (HCM) solution suite.  The individual in this position is analytical and discerning in evaluating the support and tasks needed to help all HCM users be successful and maximize the benefit of the HCM.  They comprehend attributes of strong systems/processes and independently/proactively learns new and existing capabilities and functions of the HCM and other people systems.  Customer service, stakeholder management, and resource management are key skills and almost second nature for this role.


Living Conditions / Environmental Conditions

The position will be based in Amman or Beirut or any MC location.  The position requires adjusted work hours (e.g. Mon/Fri 8am – 4pm, Tues/Wed/Thurs 12pm – 8pm) to support country programs and HQ offices worldwide in coordination with Global People Systems Administrator.  Remote work is permitted.  Reliable and secure internet connection is required.


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.