Ict4P Technology Officer

to home. SCOPE The ICT4P TECHNOLOGY OFFICER will be entrusted with providing outstanding support of in-house developed and open source applications at the IRC. Working within the IRC’s Lebanon Protection Program the candidate will support tools used in the field that will help provide more effective and efficient programming. S/he will work with the ICT Solutions Architect, developers and product managers to become an in-house expert for the IRC’s ICT4P applications. In addition to field support, this position will systematize the resolution of repeatable issues (Level 1 support) and help triage ICT application requests. In situations where further escalation is required, this position will serve as the conduit to Level 2 and Level 3 support with the regional response team. This position will report to the Protection Coordinator, but maintain very close working relationships with the ICT Solutions Architect, to whom s/he will have a dotted reporting line.  Future responsibilities will include providing custom application training to new users. RESPONSIBILITIES Provide Level 1 and Level 2 support to users of in-house developed and open source applications. Tracks, coordinates and reviews development of all tech-based tools between the Country Program(s) and the IT team to achieve consistency and standardization in the development of tools to both meet the needs of the Country Program(s) and make maximum use of the technology resources available for the following: ODK/Kobo Toolkit, RescueSMS, GIS, etc. Contributes to, and in some cases, leads the development of code for new software Conducts testing of all tools prior to their finalization and approvals Create documentation and troubleshooting workflows to streamline Level 1 support of in-house applications. Create “How-To documentation and training videos. Copy edit content submitted for publishing on the global intranet. Escalate Level 3 support requests to developers or project managers as necessary. Track issues through to completion. Compile and analyze user feedback regarding application usability and common issues. Provide this data in useful formats to application developers and project managers. Maintain accurate and up to date documentation in the service desk ticketing system for all assigned issues. Rolls-out software and leads field-based training (up to 50% of time) As requested, deploy to country program and field offices to set-up previously developed and tested technology-based tools for use in IRC programming Train and support IRC staff in the use of technology-based tools. REQUIREMENTS Fluency in English and Arabic. Minimum of three years in a technical customer support role, with excellent general IT troubleshooting skills.  2-3 years of international program experience Demonstrated software development experience. Interest in the nonprofit sector Strong computer literacy, including proficiency in Microsoft Office 2007 Demonstrable writing and copy editing skills Knowledge of basic HTML Experience supporting custom-built internal applications serving hundreds of users Excellent interpersonal skills; ability to effectively liaise with colleagues on all levels in a distributed, multicultural, detail-oriented environment (without losing a sense of humor) A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive Fast learner, creative problem solver A sense of humor PLUSES Familiarity with helpdesk ticketing systems Familiarity with a variety of line-of-business applications, such as financial, HR, supply chain and grants management systems Experience creating/editing video tutorials using Captivate, Camtasia or similar tools Ability to provide quality trainings for new users to applications Knowledge of French