Information Systems Coordinator

BACKGROUND: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. IRC’s Center for Economic Opportunity (CEO) is a subsidiary of the IRC that makes small-dollar consumer and business loans to clients engaged in IRC’s economic empowerment programs across the U.S.

SCOPE OF WORK: Reporting to the Operations Manager, the Information Systems Coordinator will provide technical assistance, support, administration, and development for CEO’s primary information systems: ZenDesk, Happy Mango and QuickBooks. A core priority is mapping systems to develop integration plan for automated flow of data and integration of processes across multiple IT platforms. The Information Systems Coordinator will provide support in development of CEO’s ZenDesk CRM software to improve efficiency, transparency, and customer satisfaction. In addition to the core job duties, the IT Project Coordinator is also tasked with playing a supporting role across other organization functions – inclusive of both administrative support as well as helping with grants, donor reports, data analysis, marketing, presentations and contributions to CEO’s overall strategy and direction.

RESPONSIBILITIES:

• Serve as an expert in CEO Information Systems, from both the end-user and system administrator perspective
• Provide technical assistance and support to end-users while also enhancing systems, protocols, automations, and other tools to create efficiencies in our overall operations; lead in build out of CEO’s online Help Center
• Map and assess current flow of financial and client information across systems and make recommendations for improvements, automations
• Develop integration roadmap for linking CEO’s key software platforms (Happy Mango Loan Manager, ZenDesk CRM and QuickBooks Online)
• Provide recommendations for additional software, trainings, consultants, certifications required to achieve integration; if feasible, enroll in additional certifications or identify educational opportunities to advance overall project
• Regularly capture, analyze, and present to the team customer feedback data; proactively flag areas/processes that require attention/improvement
• Build ZenDesk’s capacity to support monitoring of delinquency and facilitation of key processes within CEO’s business (liens, disbursements, etc.)
• Lead in other IT-related project management, including exploration, testing, and roll-out of new systems as needed to support CEO’s continued efficiency and scale
• Support CEO’s Information System security policies, inform updated standards as we bring new systems online
• Provide support or backfill for any other business functions as needed, as a part of CEO’s small, integrated team with cross-functional roles

REQUIREMENTS:

• University degree strongly preferred, ideally in Social Sciences, Information Systems, or related field.
• At least 1 years’ experience in economic empowerment programs in a diverse, social-service setting; lending or related financial experience preferred
• Proficiency in ZenDesk administration required
• Strong computer skills with proficiency in Microsoft Office Suite (Word, Excel, Outlook); advanced Excel proficiency required
• Prior experience managing/maintaining software or database platforms required
• Must have exceptional customer service skills and mindset; experience serving diverse clientele strongly preferred
• Exceptional communication skills with fluency in both written and spoken English

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.

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirement

COVID-19 Vaccination Requirement: In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires new hires to furnish proof of vaccination against COVID-19 to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).

Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.