International Rescue Committee Signpost Product Specialist in New York, New York
Requisition ID: req28496
Job Title: Signpost Product Specialist
Sector: Program Administration
Employment Category: Fixed Term
Employment Type: Full-Time
Open to Expatriates: No
Location: New York, NY HQ USA
This position will report to the Signpost Team within EHAU and support 20+ projects across the globe. The Signpost project deploys digitally enabled projects to provide people with actionable information in crisis. Signpost is at a critical point of inflection where its proven success is fueling rapid global expansion. Our vision is to install a Signpost project at the heart of every major humanitarian context worldwide – making community-led, responsive information a public good for the aid sector. With rapid scaling, our efforts are focused on building out a technology architecture that can respond to the needs of our programs as they emerge in order to ensure quality.
The Product Specialist, 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, 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.
Product Administration (40%)
o Coordinates with external Technology Partners on discrete project or troubleshooting tasks
o Monitor automated integrations with other systems and resolve any failures and/or escalate issues to the appropriate support
o Lead bug fixing, product testing, and troubleshooting requests for users on short timelines
o Maintain relationship with IRC IT and Zendesk Services team to solve problems as they arise
o Train new users on the use of Signpost tools and create user guidance
o Report and analyze product data and analytics on a weekly and monthly basis
o Supports billing and tool administration
• Product Implementation (30%)
o Coordinate with Signpost project teams and partners to set up new instances of Signpost
o Works alongside the Product Manager and technology team to design and build new features
o Meet regularly with programs teams to understand ongoing needs and requests
o Design system workflows and processes alongside project teams
o Lead the integration and migration of Signpost tools with partner tools
o Set timelines and expectations for the delivery of new features with project teams
o Help manage pro bono support, volunteers, and fellows from partner organizations
• Technology Strategy (15%)
o Contribute to the build out and execution of Signpost’s technology roadmap
o 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.
o Contribute to discussions with Signpost tech partners and potential collaborators about new features
• Technical Project Management Support (15%)
o Add new tickets and tasks for software development teams
o Prioritize ongoing development work alongside the Product Manager and Technical Project Manager
o Participate in sprint planning and task management with the product team
Work / Educational Experience:
• 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
• Bachelor’s in computer science and/or systems engineering
Demonstrated Skills and Competencies:
• 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
Preferred experience & skills:
• Knowledge of Spanish, Arabic, French, Ukrainian, or Russian
• 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
• This role may require working remotely full or part time as IRC transitions to standard office working environment
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.
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.
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.
IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.