CRRD ERP Adoption & Programs Coordinator

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees delivers lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary:

Over the past years, the IRC has deployed an Enterprise Resource Planning tool built on Microsoft Dynamics 365 F&O, called Integra. As deployments conclude, the team involved is transitioning structure to focus on adoption and optimization. The ERP Adoption Coordinator will support the ERP Adoption Lead in leading the adoption of the ERP system across a specified region. The Adoption Coordinator plays a significant support role cross functionally, working within the Integra team and with the relevant SMEs and Functional Leads to push forward immediate adoption of Integra, alignment of process towards best practice, and continuous improvement of Integra and operational processes. The Adoption Coordinator will focus on direct support to adoption through direct support to offices, review trends in support tickets to highlight where adoption is lacking and understand office business processes to be able to quickly resolve complex support tickets.

The successful candidate will be a quick learner. They should have superb communication skills and be comfortable speaking in front of large groups, both in person and in a virtual context. They should have a customer service approach and be ready to support teams that are working through challenges. The ERP Adoption Coordinator should be capable of identifying and escalating potential risks, comfortable with travel, and invested in training IRC staff in new business processes and systems.

Major Responsibilities:

Provide Support:

• Respond to major ERP technical or business process issues facing an IRC program office.

• Gather information and analyse trends of reported issue to suggest improvements.

• Communicate with users on issues that the Application Support team is unable resolve.

• Provide direct support to offices, coordinating efforts of the larger ERP and functional teams, to further adoption and build expertise of D365.

Provide Training and Expertise:

• Provide cross functional training to the region and support functional training when required.

• Support the ERP team in communicating changes across the region.

• Manage Subject Matter Expert network list including leading monthly calls to that region.

Provide Analysis and Proactive Support:

• Monitor application support data to identify trends and design solutions to systemic issues.

• Proactively review D365 reports to catch issues with workflow and other essential functions.

• Track and analyse success metrics and provide regular updates on status and progress.

• Document key learning and use this to improve knowledge management and revise change management approaches.

• Guide continuous improvement so that processes are tailored to the needs of the region and the offices within it.

Support Special Projects

• Support D365 user acceptance testing when required.

• Support the functional, technical and change management related to projects being rolled out to the region.

Key Working Relationships:

Position Reports to: CRRD Adoption Lead.

Job Requirements

• 3-6 years’ work experience beyond formal education.

• Moderate experience within NGO finance and/or operations in the field.

• Experience of ERP implementation preferable MicrosoftDyamaics365.

• Experience providing technical systems support with the ability to understand business needs/requirements.

• Skilled at facilitating cross-functional projects in an efficient yet collaborative manner.

• Excellent written / verbal communication skills, and follow-up skills.

• Written and spoken proficiency in English and related local language.

• Strong analytical skills and creative problem-solving skills.

• Advanced MS Excel skills.

• Excellent writing, presentation, and facilitation skills.

• Ability to multi-task across multiple project timelines.

• Willingness to travel to IRC offices within the region.

• Able to work with diverse teams in diverse locations, engaging their input and dedication to success.

Working Environment

• Standard office environment(s) or remote

• Some travel may be needed.

**Standard of Professional Conduct:**The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.