Product Administrator, Signpost
Job Description
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. The EHAU also works in
protracted emergencies, where the risk to life may be reduced but the
population is still subjected to rights abuses and a lack of basic services.
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 actionable
information to make critical decisions on the issues that matter most to them.
The Signpost project is at a critical point of inflection where its proven
success is fueling a global expansion into 10 more countries, furthering our
vision is to install a Signpost project at the heart of every major
humanitarian context worldwide and make community-led, responsive information a
public good for the aid sector. This position 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
programming staff) in over 20 countries.
The Product
Admin, Signpost will be a crucial component of the deployment of new Signpost
projects and provide ongoing product support to existing programs. The Product
Officer will govern, administer, and implement Signpost products, including
Zendesk Support, Twilio, Zendesk Guide, Google Cloud, Azure, Transifex, and
Mapbox. The incumbent will establish and maintain operating procedures and
guidance for the administration of the Signpost’s products that are consistent
with overall company practices. The Product Officer will work directly with
project leadership in each country to design and implement new projects on
quick timelines in the midst of crises. This position requires strong technical
problem-solving skills, excellent interpersonal skills, a high level of
independence, an interest in the use of technology for emergency response, and
the ability to work well in a multicultural, dynamic environment.
Major
Responsibilities:
Product Administration (40%)
● Coordinates
with external Technology Partners on discrete project or troubleshooting tasks
● Monitor
automated integrations with other systems and resolve any failures and/or
escalate issues to the appropriate support
● Lead
bug fixing, product testing, and troubleshooting requests for users on short
timelines
● Maintain
relationship with IRC IT and Zendesk Services team to solve problems as they
arise
● Train
new users on the use of Signpost tools and create user guidance
● Report
and analyze product data and analytics on a weekly and monthly basis
● Supports
billing and tool administration
Product Implementation (30%)
● Coordinate
with Signpost project teams and partners to set up new instances of Signpost
● Works
alongside the Product Manager and technology team to design and build new
features
● Meet
regularly with programs teams to understand ongoing needs and requests
● Design
system workflows and processes alongside project teams
● Lead
the integration and migration of Signpost tools with partner tools
● Set
timelines and expectations for the delivery of new features with project teams
● Help
manage pro bono support, volunteers, and fellows from partner organizations
Technology Strategy (15%)
● Contribute
to the build out and execution of Signpost’s technology roadmap
● Elicit
and collect insights from the field teams regarding product needs,
improvements, problems, and suggestions to help the product team prioritize
improvements in the Signpost technology roadmap.
● Contribute
to discussions with Signpost tech partners and potential collaborators about
new features
Technical Project Management Support
(15%)
● Add
new tickets and tasks for software development teams
● Prioritize
ongoing development work alongside the Product Manager and Technical Project
Manager
● Participate
in sprint planning and task management with the product team
Key Working
Relationships:
Reports to:
Product Specialist, Signpost
Essential
Qualifications:
● 2-4
years’ work experience in the humanitarian sector, product administration or
management, systems engineering or technology consulting
● Experience
training individuals and groups and/or other client facing experience within a
complex stakeholder environment
● Experience
administering Zendesk and/or other CRM’s, working with Zapier integrations,
using Jira or other product management tools
● Experience
writing user stories and technical tasks for developers, data analysts, and
cloud engineers
● Experience
troubleshooting and coordinating with management, Quality Assurance teams, and
end users
● Highly
proficient in Social Media tools, Web Analytics, Microsoft Office, Microsoft
Tools, and SharePoint.
● Strong
organizational and time-management skills; proven ability to prioritize and
deliver on time
● Ability
to respond enthusiastically and positively to ambiguity
● Fluency
in English
● Bachelor’s
in computer science and/or systems engineering
Desired
Qualifications:
● Knowledge
of Python, CSS, R, Javascript
● Knowledge
of Geospatial mapping tools such as ArcGIS, Mapbox SDKs, etc.
● Knowledge
of Data Analysis tools and principles (PowerBI)
● Knowledge
of Figma and basic User Experience Design principles
● Experience
in a humanitarian or development organization, or similar
How to Apply