Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
The Team
The People and Strategy Team ensures that Mercy Corps has the people, strategies and learning that will enable it to be a world-class, cutting edge, humanitarian organization, creating transformational change in the world. Our aim is to drive strategic thinking and planning at all levels of the organization; create a robust body of research to guide us internally and externally and steward the organizational culture. To achieve this we align conversations on learning; keep the organization focused on what has the greatest impact; leverage our comparative advantages in the crowded and competitive international relief and development landscape; and assure we are constantly learning from our work and the external environment.
The Position
The Senior Global People Systems Support Officer will play a key role in the operations of the People Systems & Analytics team and the maintenance and support of all HR systems. Their primary role will be to provide first-level technical support for UKG and Jobvite, providing excellent customer service to the global user base, troubleshooting issues and answering questions, and escalating complex issues to other members of the function. They will be responsible for creating and maintaining the internal engagement and communications plan for the team, working with each function to develop a strategy for communicating effectively with internal stakeholders about the team priorities and projects. They will also contribute to the development of training content and user guides. They will provide backup support for the Learning Management System, as well as key project support including creating courses and curricula.
Essential Responsibilities
PRODUCT SUPPORT
- Provide technical support for HR system issues and requests, including access issues, account resets, user roles and workflows, and system questions.
- Provide excellent service to stakeholders through clear, prompt communication and timely resolutions.
- In collaboration with the People Systems & Analytics team, coordinate the resolution of system defects with the People Team, Field HR, IT and vendors.
- Assist the Continuous Improvement team with system testing.
TRAINING
- Contribute to the development and implementation of a continuous training plan for People Systems.
- Lead training sessions for new and existing HR users, translating technical concepts to non-technical users, answering questions and ensuring strong understanding of People Systems.
- Develop training content including user guides, one-pagers, screencasts/walkthroughs, Confluence / SharePoint articles, and eLearning courses.
TRAINING LEARNING MANAGEMENT SYSTEMS (LMS) SUPPORT
- Provide backup LMS technical and system administration support.
- Work closely with the LMS Administrator on system improvement projects, including building courses and curricula in UKG Pro Learning.
- Provide feedback on course content and create lists of recommended courses / learning journeys for the global team.
- Support LMS communications campaigns, including drafting content for internal SharePoint sites, email campaigns, social posts, etc.
SECRUITY
- Ensure compliance with security and privacy procedures and policies as determined by IT and operational leadership.
- Work closely with the System Administration & Operations Manager and Global People Systems Administrator to monitor system and data access requests, identifying privacy and security risks.
Supervisory Responsibility
None.
Accountability
Reports Directly To: People Systems Administration & Operations Manager
Works Directly With: Global People Systems Administrator, People Systems & Analytics Director, LMS Administrator, Continuous Improvement team, Data & Reporting team, IT, Global HR teams.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualifications & Transferable Skills
- 3+ yearsโ experience of demonstrated administrative support experience in a complex organization.
- 1+ years of experience providing technical support for HRIS, or other internal systems preferred.
- HR, Talent Acquisition, Talent Management, or IT experience preferred.
- Ability to communicate with technical and non-technical users.
- English fluency required; proficiency in French, Arabic, or Spanish preferred.
- Demonstrated history of providing excellent customer service and a high level of attention to detail.
- Must have strong analytical, and problem-solving skills and interpersonal skills; strong written and verbal communication.
- Experience working with (and managing access to) sensitive and private data (e.g., Financial Info, HR Data, Employee Performance Records, Recruiting Data).
Success Factors
A successful candidate will play a foundational role in the functioning of the People Systems & Analytics team, working effectively with all functions to ensure efficient operations. They will be skilled at managing multiple priorities, using effective time management skills to ensure deadlines are met. Strong customer service and a focus on user experience will be critical for this role. Strong candidates will have a demonstrated ability to work independently, researching issues and using internal and external resources to identify solutions. They will have strong communications skills and be able to identify the best method for communicating information across a global team.
Living Conditions / Environmental Conditions
The position is based in the Middle East.
Ongoing Learning
In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the worldโs most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.