Job Overview/SummaryTo help the IRC determine and implement the best solutions for its business needs, the PMO department provides project management of end-to-end solutions for the organization including Application Development, Integration and Management, Enterprise Architecture, User Experience, Quality Assurance & Testing, and overall Project Management. 
In collaboration with IT colleagues and business partners, the Application Support Specialist will work to manage, launch, and support the setup of Project and Portfolio Management (PPM) tools specifically Monday.com and Jira Cloud.
At a high level, this role will be responsible for:• PPM and Collaboration Tool setup and administration• Business requirements gathering and analysis• Reporting requirements gathering and analysis• Functional testing / documentation• End user support
This role will report into the Application Support team and will also provide timely support for the portfolio of applications managed by the team including Box, RescueNet, Microsoft Teams, and other internal solutions. 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• Provide timely L1 and L2 support in troubleshooting and resolving issues for IRC Users across all supported tools.• Support enterprise customers to solve complex issues, including defining unique setup and customizations, for all supported applications.• Escalation of application issues to the required support groups, Business System Managers, Vendor, Partners or Enterprise Technology Experts.• Function as the Monday.com, Jira and PPM tool administrator performing end-user onboarding, training, access management, software updates and other admin tasks.• Continually learn about all supported products to offer the best solution to IRC end-users, including setup of security and permissions.• Communicate and promote the features of the tools to gain wider usage throughout IT and the rest of the organization, while developing enterprise templates and standard use cases. • Perform and document application and system administration tasks, including data backups and scheduled jobs.• Report on and analyze incident trends across different regions and different user groups within the organization.• Manage user permissions and security for tools according to the needs of projects and teams.
Key Working RelationshipsPosition Reports to: Associate Director, Application Support SystemsPosition directly supervises: N/AIndirect Reporting: N/AOther Internal and/or external contacts:Internal:  • Project Managers and Project Coordinators in the Project Management team.• Project Business Owners, business project team members outside IT, and wider stakeholders.• Subject Matter Experts across other departments.• Application Support, IT infrastructure, security, training, and helpdesk team members.External: • Vendors and Consultants
Required Technical Skills/Experience• Minimum of 5+ years direct experience working with the Atlassian product suite, with specific focus on JIRA as a Project/Application Administrator.• Minimum of 5+ years direct experience as JIRA Administrator with hands-on experience customizing JIRA projects with various schemes, complex workflows, screen schemes, permission schemes, and notification schemes required.• Minimum of 3+ years direct experience administering Monday.com with hands-on experience managing user administration, building out automations and processes, boards, and dashboards.• Direct experience with JIRA filters, reporting, dashboards, workflows, and fields.• Direct experience in performing Atlassian installations, migrations, and plugin installation, a must with a focus on Advanced Roadmaps, Big Picture, Zephyr, Timesheet Tracking, Moqups plugins.• Devise, test, and deploy integration's between Atlassian products and other internal tools.• Analyze, review, and document current functionality to determine potential areas of improvement.
Required Administrative Skills/Experience• Experience with support, analysis, documentation, administration, and change management for delivery of PMO tools with substantial numbers of users across global time zones.• Conceptual and practical understanding of SDLC, ITIL and Agile Frameworks and Project Management Methodologies.• Previous experience working in a dynamic and agile environment.• Able to work independently with minimal guidance in a rapidly changing environment.• Ability to manage multiple clients and deliverables at any given time through effective time-management and planning.• Strong executive presence, facilitation skills, drive for results, attention to quality and detail, and a collaborative attitude.• Good work ethic and the ability to work with diverse teams across different time zones.• Ability to communicate effectively in both verbal (i.e., day-to-day discussions, team meetings, workshops) and written (requirements and design specifications) form, as well as an overall ability to be clear and concise in all communications.• Good active listening skills and strong attention to detail.• Ability to clearly articulate technical topics to a non-technical audience.• Strong analytic curiosity and innovative problem-solving skills using a systems-based thinking and evidence-driven approach.
Working Environment• Remote working environment.
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.
US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.
In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.
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