Enterprise Application Analyst, Africa & Europe

Job description

Who We Are International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,300 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable. We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve. The Need For over 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence, we are seeking an Enterprise Applications Analyst, Africa & Europe to support the ongoing operations and enhancement of Justice Data Solution (JDS) and Protection Collaborative (PC), facilitate requirements gathering, user story generation, gap analysis, backlog and request management, User Acceptance Testing (UAT), training, reporting, and stakeholder engagement across the LATAM region. This position can be based in one of IJM’s existing Field Office locations and reports to the Product Manager, Enterprise Applications. Responsibilities: Training and Development Provide on-site (in country) support for critical JDS and PC training, major initiatives, and ongoing operations and maintenance; Deliver support, guidance, and training to super users on the JDS system so that they can own the operational aspects of the system and support their end users on operational transactions; Provide support, guidance, and training to IJM staff interfacing with JDS and PC to further enhance business processes, close gaps, and support ongoing operations; Design knowledge base articles for new users and super users on new functionality; Empower super users to own the system and become expert testers of new features; Develop onboarding and continuous training materials for new users; Documentation, Reporting & Data Management Aid in reports and dashboards to measure business metrics for the C-suite and other leaders; Deliver User Acceptance Testing (UAT) during deployments and communication/change management plan with joint Business/Technical teams, to ensure effective communication to end users as outlined by the JDS/PC Communication Plan; Qualify defects/enhancements, monitor ticket queue and escalate to Product Owner(s); Maintain low volume ticket queue and ensure clear tracking of new enhancement requests in the backlog; Communication Communicate effectively to multiple levels within the Region, JDS/PC Governance structure and JDS and PC teams about status of deployments, tickets, enhancements, usage trends, data issues, etc.; Create clear requirements documentation for user acceptance, cross functional roles and guidance for external consultants; Analyze new enhancement requests and maintain active backlog of requests so that they can be prioritized by the JDS Business Governance structure and scheduled for execution by the Global Technology Solutions team; Networking & Partnership Work with business partners on all new requests to determine urgency and solve all urgent problems quickly; Engage with business partners and super users to gather, write, and qualify requirements for new features or enhancements; Support system testing – developing test scenarios, managing testing sessions, and adjusting training accordingly; Support JDS and PC as a SME for the Region; and Provide excellent customer service to business partners and staff by partnering to resolve tickets in a timely and effective manner; Policies and Procedures Document JDS / PC system processes and provide assistance to business as needed; Develop and maintain a system change and optimization request and tracking process; and Partner with IJM’s Global Technology Solutions team to maintain system security and protocols. Qualifications: Bachelor’s degree or any equivalent combination of education, experience and certification; 5 – 7 years of professional work experience; 3+ years of experience with operations/program data (i.e., casework, M&E, program, criminal analytics, stakeholder engagement); 1+ years of work experience in Software Development Lifecycle (SDLC) or equivalent experience as a super user or team support; Experience in Salesforce or other Object-Oriented Database; Experience in an Agile work environment preferred; Experience configuring in an enterprise system preferred; Experience writing UAT criteria or scripts for technical system requirements preferred; Strong verbal and written communication skills (English required; Field Office local language is an added advantage); High proficiency in Excel or with other data analysis tools preferred; and Mature orthodox Christian faith as defined by the Apostles’ Creed. Critical Qualities: Eager commitment to IJM's Core Values: Christian, Professional and Bridge-Building; Conceptualize, analyze and explain complex and abstract problems; Manage multiple or competing priorities and work in a fast-paced environment; Demonstrate entrepreneurial orientation; Manage cross-cultural relationships; Self-starter with strong initiative; Disciplined with priorities; Strong interpersonal skills and self-awareness; Exceptional verbal and written communication; Flexible, collaborative and eager to support others; Effective team player who fosters collaborative environment; and Adept at creative problem solving Application Process: Upload Resume, Cover Letter & Statement of Faith* in one PDF document . A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship. IJM holds strict safeguarding principles and a zero tolerance to violations of the Safeguarding Policy, Protection against Sexual Exploitation, Abuse and Harassment Policy, and Code of Ethics. Candidate selection is based on technical competence, recruitment, selection and hiring criteria subject to assessing the candidate’s value congruence and thorough background, police clearance, and reference check processes.