The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. The IRCs Emergencies and Humanitarian Action Unit (EHAU) leads and supervises IRCs global emergency preparedness and response activities. The mission of the EHAU is to help meet people’s immediate survival needs and reduce suffering during the acute phase of an emergency.
Housed within the EHAU, the Signpost Project is a rapidly scaling community-led information service that empowers its clients in times of crisis. Signpost delivers critical information through staff equipped with digital tools, digital channels and social media — providing communities with timely and accurate information to make critical decisions on the issues that matter most to them. Signpost is at a critical point of inflection where its proven success is fueling global expansion into 10+ more countries, furthering our vision to make community-led, responsive information a public good for the aid sector.
The Business Systems Analyst is a crucial position within a growing technology team to coordinate with technical stakeholders, translate stakeholder conversations to technical definitions, analyze business data, and contribute to technology road mapping. They will be a part of the 10-person Signpost technology team which supports technology that has reached 48 million people to date and continuously engages over 300 customers (Signpost program staff) in over 20 countries. This position is a core focal point working to ensure broad understanding exists of technology issues, improvements, enhancements, processes, and workflows. Success will contribute to improving the team’s accuracy, trust, transparency, and speedy delivery of new feature builds and support requests.
The Business Systems Analyst analyzes Signpost’s technology team business practices, identifying gaps, and remediating them; documents and maintains institutional knowledge, sharing it as needed; and empowers technology product design and implementation with defined scopes of work. The Business Systems Analyst works closely with the Signpost Product Lead, product team, various working groups across IRC, and Signpost Programming teams to ensure requirements and processes are accurately documented and put to action, and that timelines are broken down into tasks that are realistic to launch. They will coordinate with humanitarian programming teams across the globe about support and feature requests, detailing changes in technology in a digestible format for developers and product administrators. They are dynamic and self-motivated with a passion for data and strong experience with enterprise systems.
Major Responsibilities
Technical Coordination (60%)
• Coordinates with different departmental teams to drive better business outcomes
• Stakeholder-based analysis and planning, and network mapping alongside Product Lead. Promotes equity in development, enhancements, and support across teams with multiple conflicting interests.
• Develops requirements definitions for new tasks in Jira and contributes alongside the product lead toward defining Product Epics
• Collaborate with the product lead to establish priorities, and convert roadmap features into manageable user stories and implementation plans for long-term epics
• Creates detailed business analyses, outlining problems, opportunities and solutions
• Creates scoping documentation alongside Product Lead and Product Specialist to help set actionable, ticket based development goals
• Creates thorough, and clear conditions of satisfaction for developers and product implementation teams to improve understanding of each task’s deliverables.
• Coordinates with Signpost project teams alongside Product Teams to sequence tasks, set priorities, and define new problems or features
• Analyze Signpost support queues in Zendesk. Manage relationships with teams to further define issues alongside country teams. Follow up with teams to convey technical progress, updates, barriers, and next steps.
• Manages relationships with teams for resolving troubleshooting and bug fixing
• Helps design, document and maintain process changes and enhancements.
• Actively participate within the established Agile Scrum project management framework, and contribute to the adoption of this culture within the technology team
Data Analysis (25%)
• Gather and analysis business systems data to identify best approaches to technical program growth
• Create and edit reports and visualizations to draw insights on system data from Google Analytics website troubleshooting data, Google Search Console, and custom Content Management technology to proactively suggest feature updates and bug fixing
• Work alongside Signpost measurement officer to identify business improving analytics for country teams
• Report and analyze core product data and analytics on a bi-weekly and monthly basis
Business Quality Assurance (10%)
• Test business processes and recommend improvements
• Collaborate with Quality Assurance Analyst to identify and define system bugs as well as bug fixes to clarify priority for the development team using data-based decision making.
• Monitor automated integrations with other systems and suggest improvements and/or escalate issues to the appropriate support
Product Administration (5%)
• Access, create, and edit business rules (automations, macros, SLA service targets, triggers, views) in Zendesk and Jira
• Maintains a log of Signpost related costs and pricing for tools and implementation cost considerations for level-setting.
Key Working Relationships:
Reports to: Product Lead, Signpost
Essential Qualifications:
• 5-7 years experience as a Business Systems Analyst, or systems focused professional in a technology or nonprofit systems environment
• At least 4 years experience in an agile-scrum technology environment
• Proven ability to apply data to derive actionable insights and define solutions to improve processes or technical features
• Excellent interpersonal, oral and written communication skills; demonstrated ability to successfully work in a fast-paced environment across time zones and geographies;
• Communicative, innovative, and problem solving demeanor;
• Ability to develop positive relationships with local and remote staff; customer service oriented
• Ability to work independently with remote supervision
• Mission oriented and dedicated to serving on a tech for good project with unique challenges
• Required: Data proficiencies enough to find data anomalies and determine potential root cause(s).
o Preferred: Google Analytics, Google Search Console, Kumu, Facebook Analytics, Zendesk, Power BI, Monday, and other reporting skills
• Required: Excellent oral and written communications skills (English)
o Preferred: Spanish and French language skills. Arabic is nice to have
• Required: Experience with Agile, JIRA, and other core business analysis competencies
Desired Qualifications:
• Preferred: Experience with Google Cloud, Google Search and Search Engine Optimization
• Preferred: Experience with process modeling and business automations in Zapier, PowerAutomate, Zendesk, Salesforce
Working Environment
This role may require working describe mode of working remotely across multiple time zones. Applicants must have a home or alternate workspace they can effectively complete their work from during regularly scheduled hours.
Compensation:
Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.
COVID-19 Vaccination Requirement:
In accordance with IRC’s duty to provide and maintain a workplace that is free of known hazards and our commitment to safeguard the health of our employees, clients, and communities, IRC requires new hires to furnish proof of vaccination against COVID-19 in order to be considered for any in-office or hybrid positions. All IRC US offices require full vaccination to attend any in-office functions (e.g., meetings, trainings).
Commitment to Diversity and Inclusivity: IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.
Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days (depending on role and tenure), medical insurance starting at $145 per month, dental starting at $7 per month, and vision starting at $5 per month, FSA for healthcare, childcare, and commuter costs, a 403b retirement savings plans with up to 4.5% immediately vested matching contribution, plus a 3-7% base IRC contribution (3 year vesting), disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.
DEI Commitment:
At the IRC, we seek to build a welcoming, inclusive environment not only for our refugee clients, but for all of our employees. As an equal opportunity employer, we value the strength found in the diversity of voices, experiences, and backgrounds who join us in our work. Fostering an inclusive culture with equitable practices is everyone’s responsibility, and we regularly offer trainings and opportunities to learn more and find ways to do better. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, socioeconomic status, or disability status. We are dedicated to ensuring that disabled individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. In your application, please feel free to indicate your pronouns.
Studies have demonstrated that women and BIPOC applicants are less likely to apply to jobs where they may not meet 100% of the requirements. We recognize that few applicants may “check all the boxes,” but that each person has their own unique strengths that they would bring to the table. In our commitment to building a diverse and authentic work culture, we invite you to apply anyway. You belong here.
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Equality, 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.