Fresh Jobs at International Rescue Committee

Job Overview/Summary: 

• The ServiceNow System Administrator will support the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform.
• The role will assist with ServiceNow enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the technical direction and mentorship of the Senior System Administrator.
• This position will work closely with IT teams, business stakeholders, product owners, and internal ServiceNow users to understand issues, gather requirements, support configuration changes, and help improve the overall user experience.
• The ServiceNow System Administrator will provide Tier 1 and Tier 2 support for ServiceNow-related incidents and requests, escalating complex technical, scripting, integration, security, and platform architecture issues to the Senior System Administrator as needed.
• The role will contribute to platform stability, documentation, user adoption, release testing, and continuous improvement while following IRC standards, ITIL practices, change management processes, and ServiceNow best practices.

Major Responsibilities: 

• Provide Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues; escalate complex issues to the Senior System Administrator as needed.
• Administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles.
• Configure and maintain ServiceNow solutions across core modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Support configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer.
• Assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator.
• Support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems under the guidance of the Senior System Administrator, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable.
• Collaborate with stakeholders, IT teams, product owners, and the Senior System Administrator to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements.
• Participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities.
• Support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation.
• Develop and maintain reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making.
• Produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles related to ServiceNow functionality and platform support.
• Support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests while communicating progress, risks, and blockers to the Senior System Administrator and relevant stakeholders.
• Develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders as needed, including at least once per quarter.

Key Working Relationships: 

• Position Reports to: Associate Director, Business Systems — IT
• Receives technical direction, guidance, and mentorship from the Senior System Administrator.
• Internal Contacts: IT teams, ServiceNow users, business stakeholders, product owners, and system stakeholders.

Job Requirements: 

Experience Requirements

• Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent professional experience.
• Minimum of 3 years of hands-on experience with ServiceNow administration.
• ServiceNow Certified System Administrator certification required.
• Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Experience with user administration, group management, role assignments, access support, and basic security administration.
• Experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
• Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.
• Experience supporting testing, release validation, documentation, and end-user training.
• Strong analytical, troubleshooting, communication, and documentation skills.
• Ability to work collaboratively with technical teams, business stakeholders, and end users.

Preferred Requirements

• ServiceNow Certified Application Developer certification preferred.
• Experience with Flow Designer, approvals, automation, and platform process improvements.
• Experience supporting ServiceNow integrations using REST/SOAP APIs, IntegrationHub, or other approved integration methods.
• Experience with Service Portal configuration and enhancement, including pages, widgets, catalog experiences, and user-facing functionality.
• Experience with Automated Test Framework, regression testing, update sets, patches, upgrades, and release validation.
• Experience supporting ITIL-based processes and ServiceNow platform best practices.

Working Environment

• Standard office work environment

go to method of application »

Major Responsibilities

Project Coordination & Operations

• Maintain portfolio workplans, trackers, and dashboards for real-time visibility into milestones, risks, and decisions.
• Navigate internal IRC administrative, procurement, legal, and HR systems to ensure ethical reviews and data use agreements are completed and consultants/team members onboarded.
• Proactively identify and resolve operational bottlenecks; liaise with grants and finance teams on budget tracking.
• Maintain knowledge management systems and ensure project teams have timely access to documentation.

Regulatory Compliance & Data Governance

• Act as primary IRB PI Proxy: draft, submit, amend, and renew protocol applications across IRC and collaborating review boards.
• Coordinate, draft, and track Data Use Agreements (DUAs) and Material Transfer Agreements (MTAs) between universities and the IRC, ensuring patient data privacy.
• Support design and implementation of data governance frameworks for fragile, conflict-affected settings.

Dataset Expansion & Collection

• Coordinate identification, review, and extraction of clinical image data from public sources (open-access journals, registries, repositories).
• Manage secure transfer and ingestion of medical image datasets from international and US partners.
• Oversee modular image-data ingestion pipelines across modalities; build reusable data-collection instruments; conduct QA/QC.

Curriculum, Training & Adoption Support

• Draft and coordinate modular, multilingual (French/English) training curricula for frontline healthcare workers on AI diagnostic tools.
• Manage curriculum consultants: track deliverables, coordinate clinical review, and ensure materials are feasible for resource-constrained settings.
• Maintain REDCap-based data-collection and image-labeling workflows; uphold annotation guidelines and QA/QC standards.
• Support acceptability/usability studies on clinician adoption, coordinating data collection and channeling findings back into tool and curriculum design.
• Support train-the-trainer rollouts and pilot implementations; document lessons learned for cross-country adaptation.

Stakeholder Coordination

• Coordinate operational communication between IRC country programs and collaborating AI research teams (NYU Grossman and university partners in Africa and other regions).
• Coordinate logistics for partner meetings, technical working groups, donor briefings, and policy forums.

Reporting & Business Development

• Support donor reporting: develop templates, track deadlines, consolidate inputs, and format final submissions.
• Assist in drafting and editing research write-ups, grant reports, policy briefs, and academic manuscripts.
• Provide project management support for business development: track proposal timelines, coordinate inputs, and maintain a funding pipeline tracker.

Administrative Support

• Provide day-to-day administrative support including scheduling, meeting logistics, and shared filing systems.
• Draft and distribute meeting agendas, minutes, and action trackers; follow up on outstanding items.
• Support onboarding of new team members, consultants, and partners onto portfolio systems and workflows.

Experience & Qualifications

Education

• Bachelor’s or Master’s in Public Health, Global Affairs, Bioethics, Healthcare Administration, Data Science, or related field.

Required Experience

• 3-6 years of relevant project coordination experience in a large international NGO, humanitarian organization, or academic medical center.
• Experience working in fragile or humanitarian health settings, particularly with infectious diseases.
• Proven ability to navigate bureaucratic environments with patience and tenacity.
• Direct experience drafting or managing IRB protocols and data-sharing/legal agreements.

Skills & Competencies

• Communication: Exceptional written/verbal skills; ability to write professional updates for leadership, draft academic literature, and communicate across diverse cultures.
• Project Management: Strong organizational skills; able to manage multiple workstreams, build workplans and dashboards, and meet deadlines.
• Data Fluency: Comfort with data systems, dataset management, and QA/QC.
• Tools: Proficiency with Microsoft Office, Google Workspace, spreadsheets, and shared trackers.
• Global Health: Understanding of global health initiatives and clinical diagnostics in low-resource settings.
• UX/UI: Ability to contribute to design of user-facing interfaces for frontline health workers (no coding required).

Preferred Qualifications

• REDCap experience (building surveys, managing databases).
• Database management or SQL experience.
• Programming (Python, R) for AI or statistical analysis — a plus, not required.
• Professional working proficiency in French.
• Background or strong interest in AI ethics, infectious diseases, digital health, or curriculum design for humanitarian settings.