Job Overview/Summary:

The Application Support Specialist at the IRC will provide timely support for communication and collaboration tools at the IRC, including Microsoft Teams, Box, OneDrive, SharePoint & RescueNet as well as project management tools including Monday.com and Jira. 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 the application and should ensure smooth daily operation of the system.

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

Knowledge and Skill Requirements

• Strong computer literacy, including proficiency in the entire Microsoft 365 suite, Box, Zoom
• Experience managing and supporting Project and Portfolio Management tools such as Jira or Monday.com
• Strong written and oral communication and interpersonal skills
• Strong sense of customer service
• Works well with others in an integrated team environment
• Fast and independent learner
• Intercultural competence
• Self-motivated and a problem solver
• A sense of personal ownership of the applications, and the drive to keep customers satisfied with the level of support they receive

Preferred Additional Qualifications

• Knowledge of French is a plus
• Experience in supporting other Enterprise collaboration tools and intranets such as WebEx, Slack, Interact
• Knowledge of Entra ID, Active Directory, and general principles of identity and access management (IAM)
• 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 ITIL, ITSM, and ServiceNow as an incident management tool a plus

Working Environment

• The position offers a hybrid working environment with access to office as needed.
• Working hours aligned with New York/Eastern Time Zone may be required.

• 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.

• Strong computer literacy, including proficiency in the entire Microsoft 365 suite, Box, Zoom
• Experience managing and supporting Project and Portfolio Management tools such as Jira or Monday.com
• Strong written and oral communication and interpersonal skills
• Strong sense of customer service
• Works well with others in an integrated team environment
• Fast and independent learner
• Intercultural competence
• Self-motivated and a problem solver
• A sense of personal ownership of the applications, and the drive to keep customers satisfied with the level of support they receive

• Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services
• Knowledge of French is a plus
• Experience in supporting other Enterprise collaboration tools and intranets such as WebEx, Slack, Interact
• Knowledge of Entra ID, Active Directory, and general principles of identity and access management (IAM)
• 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 ITIL, ITSM, and ServiceNow as an incident management tool a plus