CRRD ERP Adoption & Programs Coordinator at International Rescue Committee

• 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 analyze 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

• 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.