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Application Support Specialist

Dhaka (Bangladesh)

  • Organization: IRC - International Rescue Committee
  • Location: Dhaka (Bangladesh)
  • Grade: Mid level
  • Occupational Groups:
  • Closing Date:

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Background/IRC Summary:

TheInternational Rescue Committeehelps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. IRC teams provide health care, infrastructure, learning and economic support to people in 40 countries, with special programs designed for women and children. Every year, the IRC resettles thousands of refugees in 22 U.S. cities. Learn more at and follow the IRC on Twitter Facebook.

Job Overview/Summary:

The Application Support Specialist at the IRC will provide timely support to the daily operation of business applications at the IRC. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over all applications and should ensure smooth daily operation of all application in the position's purview.

The position will focus on supporting the Enterprise Resource Planning (ERP) system, internally branded as Integra. Integra houses many of the Supply Chain, Finance, and Grants Management process for the IRC and is currently being deployed to all offices and Country Programs. In addition to Integra, the position will support various other business applications at the IRC.

Major Responsibilities:

Primary responsibilities include but are not limited to:

·Provide timely and high-quality L1 and L2 support for ERP, Grants, GSC, and Finance systems, leveraging specialized knowledge and training in aforementioned applications

·Escalate L3 support requests to Project Managers, Business Systems Managers, or Developers as necessary; track issue through to completion

·Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues

·Build and maintain ownership of knowledge base for commonly encountered issues within applications

·Under the direction of the Sr. Application Support Officer, develop, implement, and enforce workflows to streamline application support

·Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy

·Plan and host ad-hoc webinars, tele-conferences, and/or in-person meetings to better train and support application users 

·Collaborate with Project Managers and Business Systems Managers to administer applications to meet business needs

Key Working Relationships:

Position Reports to: Sr. Application Support Officer
Position directly supervises:  Non-managerial position
Other Internal and/or external contacts:

Internal: Integra Business Systems Manager, Business System Analysts, Project Managers, Help Desk, Application Support team, and Integra Regional Hyper Support Coordinators
External:  Software and system vendors

Job Requirements:

Experience Requirements

· Minimum 3 years of IT and business/industry work specializing in web applications

Knowledge and Skill Requirements

· Support of ERP tools

· 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

· A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive

Preferred Additional Qualifications

· Experience with support of Microsoft Dynamics 365 for Finance and Operations

· Knowledge of French is 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

Working Environment

· This is currently a remote position requiring the candidate fulfill all position responsibilities virtually


The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles. 

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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