Senior System Solution Manager (National Position)
- Organization: IRC - International Rescue Committee
- Location:
- Grade: Mid level - Mid level
-
Occupational Groups:
- Information Technology and Computer Science
- Managerial positions
- Closing Date:
BACKGROUND:
Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.
The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.
Job Overview: In coordination with the System Solution Coordinator (SSC), the Senior System Solution Manager serves as Thailand’s primary contact for receiving and sharing information or feedback between START users and the Refugee Processing Centre (RPC). This position oversees daily issue management in START including working closely with RPC in ensuring all START-related developments are shared with users regularly. As a START Training Lead for Thailand, this position is responsible for the development and implementation of START training for new joiners and the identification of START training needs for current users, as necessary, and will liaise with RPC for any START-related training. This position will support the SSC in the implementation of policy updates with all users.
Major Responsibilities:
START
- Serve as a solution-oriented subject matter expert for START.
- Advise RSC Asia management and leaders on all changes made to START and related policies and processes.
- Analyze, interpret, and disseminate complex START and related policies and processes to all members of the team.
- Implement and enforce issue management procedures as outlined in program governance by refining RSC Asia staff requests before submission to RPC.
- Analyze, in conjunction with other departments, RPC’s requests as needed.
- Assist RPC’s START Change Management and Communication (CMC), START Production Support (SPS), and Product Owner (PO) teams in backlog prioritization efforts by providing analysis and feedback on system enhancements.
- Responsible for START account creation and user role changes, with monthly review to ensure robust integrity measures and make necessary decisions about permissions.
Training and Standardization
- Act as the START Training lead, which includes developing and implementing training modules for new hires and current users as required.
- Evaluate and assess training needs of new joiners and current users as required and takes the lead in organizing and providing training regularly.
- Organize additional RSC-led training and simulations to reinforce training provided by the START team.
- Facilitate and coordinate User Acceptance Testing on an as-needed basis.
- Serve as the primary point of contact and liaise with RPC to review, verify, or validate the development of RPC-driven changes, new functionality, or new requirements with recommended revisions on an as-needed basis.
- Monitor and evaluate users’ usage in START to ensure compliance with the policies and provide solutions, if available.
Policies
- Support the SSC in facilitating policy updates from Github, SSC Exchange, and SPS-SSC calls.
- Other duties as assigned.
Key Working Relationships:
Position reports to: System Solution Coordinator
Position directly supervises: N/A
Other Internal and/or external contacts:
Internal: All RSC START users
External: RPC, and other USRAP partners as needed
Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.
The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia.
Job Overview: In coordination with the System Solution Coordinator (SSC), the Senior System Solution Manager serves as Thailand’s primary contact for receiving and sharing information or feedback between START users and the Refugee Processing Centre (RPC). This position oversees daily issue management in START including working closely with RPC in ensuring all START-related developments are shared with users regularly. As a START Training Lead for Thailand, this position is responsible for the development and implementation of START training for new joiners and the identification of START training needs for current users, as necessary, and will liaise with RPC for any START-related training. This position will support the SSC in the implementation of policy updates with all users.
Major Responsibilities:
START
- Serve as a solution-oriented subject matter expert for START.
- Advise RSC Asia management and leaders on all changes made to START and related policies and processes.
- Analyze, interpret, and disseminate complex START and related policies and processes to all members of the team.
- Implement and enforce issue management procedures as outlined in program governance by refining RSC Asia staff requests before submission to RPC.
- Analyze, in conjunction with other departments, RPC’s requests as needed.
- Assist RPC’s START Change Management and Communication (CMC), START Production Support (SPS), and Product Owner (PO) teams in backlog prioritization efforts by providing analysis and feedback on system enhancements.
- Responsible for START account creation and user role changes, with monthly review to ensure robust integrity measures and make necessary decisions about permissions.
Training and Standardization
- Act as the START Training lead, which includes developing and implementing training modules for new hires and current users as required.
- Evaluate and assess training needs of new joiners and current users as required and takes the lead in organizing and providing training regularly.
- Organize additional RSC-led training and simulations to reinforce training provided by the START team.
- Facilitate and coordinate User Acceptance Testing on an as-needed basis.
- Serve as the primary point of contact and liaise with RPC to review, verify, or validate the development of RPC-driven changes, new functionality, or new requirements with recommended revisions on an as-needed basis.
- Monitor and evaluate users’ usage in START to ensure compliance with the policies and provide solutions, if available.
Policies
- Support the SSC in facilitating policy updates from Github, SSC Exchange, and SPS-SSC calls.
- Other duties as assigned.
Key Working Relationships:
Position reports to: System Solution Coordinator
Position directly supervises: N/A
Other Internal and/or external contacts:
Internal: All RSC START users
External: RPC, and other USRAP partners as needed
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