Associate Director, Operational and Hyper Support Lead - ERP at International Rescue Committee

Major Responsibilities

Primary responsibilities include but are not limited to:

• Drive systematic approach to providing immediate support to ERP system users post-implementation across dispersed teams. This includes coordination across multiple teams and countries of targeted hyper support and operational open offices, trouble-shooting meetings, stand-ups, and knowledge sharing.
• Develop and institute continuous improvement culture across hyper support team by evaluating performance metrics and identifying areas for improvement across support approach, training guidance, and support materials.
• Establish direction to ensure all support providers (technicians and subject matter experts) provide consistent responses, follow a consistent approach and are aligned on system and process enhancements throughout deployment, hyper support and transition to operational support.
• Act as escalation point for risks and issues that could block adoption or have large scale impact to offices.
• Monitor support backlog to ensure quality and timely resolution of user issues.
• Manage application and hyper support teams to ensure proficient knowledge in key ERP business processes and system navigation
• Ensure hyper support model provides quality support for subject matter experts and end users, and recommend adjustments to model as needed throughout deployment process
• Leverage an end user centric model to ensure that the entire team is focused on providing acceptable and timely solutions to issues reported by end users, and to increase end user satisfaction
• Ensure operational support model provides quality support to offices and includes trend analysis to drive process change and system enhancement where necessary
• Ensure the teams

Job Requirements

Experience Requirements

• Minimum 10 years of IT and business/industry work specializing in application support, preferably ERP

Knowledge And Skill Requirements

• Experience leading post-implementation technical support teams, ideally for global applications
• Ability to establish and maintain effective working relationship with a service-oriented attitude in a team environment. Includes interaction with internal staff as well as customer staff members and the ability to effectively convey computing concepts to non-technical staff.
• Possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment.
• Ownership over the smooth daily operation of Integra.
• Strong written and oral communication and interpersonal skills
• Strong sense of customer service
• Working knowledge of applications being implemented
• Works well with others in an integrated team environment
• Fast and independent learner
• Intercultural competence
• Self-motivated and a problem solver
• Strong computer literacy, including proficiency in Microsoft Office and Office 365

Preferred Additional Qualifications

• Experience with support of Microsoft Dynamics 365 for Finance and Operations
• Strong command on English and/or French Languages, Knowledge of other languages will be a plus
• Bachelor's degree in computer science, information systems, business administration, or related field; or equivalent work experience
• Knowledge of Agile development methodology a plus
• Experience with ServiceNow as an incident management tool a plus