Application Support Specialist
Posted:
Company Details
Industry:
Non-Profit Organization Management
Website:
https://www.rescue.org/
Description:
The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.
Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
Job Category:
Information Technology
Job Description
Major Responsibilities:
Primary responsibilities include but are not limited to:
- Provide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users.
- Perform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders.
- Configure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation.
- Input into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem.
- Under the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents.
- Collaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders.
- Plan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications.
- Build and maintain a knowledge base and technical documentation of commonly encountered issues including but not limited to Quick Resource Guides, Troubleshooting tips and functionality of supported applications.
- Report on and analyze incident trends across different regions and different user groups within the organization.
- Escalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts.
Key Working Relationships:
- Position Reports to: Associate Director, Application Support
- Position directly supervises: Non-managerial position
Other Internal and/or external contacts:
- Internal: Enterprise Applications Team, Project Management Team, Business Relationship Team, Application users
- External: Software and system vendors, including Microsoft, Box, Zoom, Atlassian
Job Requirements:
Experience Requirements
-
Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services
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