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About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

Ukraine Response
Mercy Corps’ Ukraine response meets the humanitarian needs of people affected by the war in Ukraine. Since the escalation of the war in 2022, Mercy Corps has supported more than 750,000 conflict-affected people in Ukraine and neighboring countries. We have provided cash assistance, in-kind humanitarian assistance, and psychosocial support for people in emergency situations; grants for micro, small and medium businesses, as well as small to medium farming enterprises; and conducted large-scale information campaigns. Notably, nearly all our programming is delivered in partnership with local and national civil society organizations matching humanitarian action and resilience programing with capacity strengthening and a real commitment to localization. Accountability to affected populations (AAP) is at the core of Mercy Corps’ programing and we are committed to accountability to all our stakeholders, the resources that are entrusted to us, and especially to the people we serve.

Department Summary
Mercy Corps takes a participatory approach in engaging with local partners and communities throughout the program design and implementation processes and in establishing feedback channels. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to be accountable to affected populations, to program quality, to integrity, and to enable communities to provide feedback and continuously influence and shape programs. Further, it is a mechanism for the prevention of corruption, fraud, sexual exploitation, and abuse. Mercy Corps’ CARM in Ukraine consists of multiple two-way channels and a database system to manage feedback. CARM provides individuals, partner organizations, local groups, and other stakeholders with a way of raising questions, ideas, suggestions, and complaints with Mercy Corps – while also remaining safe and secure and receiving a timely response from our organization.

General Position Summary
Under the umbrella of the Program Performance and Quality (PaQ) Unit and supervised by the Community Accountability Reporting Mechanism (CARM) Manager, The Senior Community Accountability Technical Officer will play a key role in the CARM Automation project, focusing on the development, maintenance, and enhancement of the CARM data automation system, primarily using Zendesk. This position requires a strong technical background in digital platforms, CRMs, and data visualization tools, with a specific emphasis on using Power BI for data reporting and decision-making. Strong reporting skills are an asset for this role, ensuring clear and effective communication of insights derived from CARM data.

Essential Responsibilities

Safeguarding Responsibilities

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Planning and Implementation

• Lead the maintenance, and enhancement of the Zendesk platform to meet the needs of the CARM system in Ukraine.
• Identify and resolve issues within Zendesk, ensuring the platform is effectively customized to support CARM activities.
• Coordinate an effective ticket submission system for proper tracking of Zendesk issues and monitor the progress of their resolution.
• Support regular communication with IRC Signpost colleagues to present technical issues and discuss potential solutions.
• Liaise with global/regional Mercy Corps teams and other CARM teams within the Ukraine Response to share insights and promote best practices in platform development.
• Oversee the functionality of all CARM communication channels, including managing contracts with external service providers.

Monitoring and Adaption

• Develop, implement and monitor technical solutions that improve CARM effectiveness and utilization including ways in which we can overcome barriers preventing participation by marginalized groups and ways to reduce average case closure times.
• Lead efforts to synchronize Zendesk data with other data sources, ensuring that all relevant information is accurately integrated into the CARM dashboard.

Capacity Development / Sharing

• Facilitate capacity-building activities for partner organizations transitioning to manage their own CARM systems. This includes training on data automation, CRM platforms, and data visualization tools like Power BI.
• Document and share case studies and best practices on the use of digital platforms, data automation, and data visualization to improve CARM processes.

Supervisory Responsibility N/A
Accountability:
Reports Directly To: Community Accountability Manager
Works Directly With: Community Accountability Officer/s, IRC Signpost colleagues, Program teams, PaQ, MEL/Tech Team, Operations Teams and Ethics/Assurance/Safeguarding.

Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

• Bachelor’s degree in IT, social sciences with a specialism in IT, or related fields.
• Advanced knowledge of customer relationship management platforms, and knowledge of Zendesk, is plus.
• Expertise / Familiarity in configuring and managing CRMs, including ticketing systems, automations, triggers, and workflows. Ability to customize CRMs to meet specific program needs.
• Prior experience in customer service, IT, market research, or project management. Experience with NGOs and remote data collection is a plus.
• Proficiency in CRM database management, data automation, and experience with digital platforms.
• Familiarity with database management and reporting tools such as Excel, Power BI, or other data visualization software. Excellent reporting skills are an asset.
• Proficiency in data analysis tools and methods to interpret feedback data and identify trends.
• Strong computer skills, particularly in MS Office and database management, are essential. Understanding of ethical considerations and cultural sensitivity when handling community feedback and complaints. Commitment to maintaining confidentiality and integrity.
• Familiarity with safeguarding, accountability, and feedback handling principles.
• Commitment to ethical practices and maintaining high standards of accountability and transparency.
• Understanding of the Core Humanitarian Standard on Quality and Accountability (CHS) and its application in emergency response.
• Fluency in Ukrainian and English is required.

Success Factors:
The successful Senior Community Accountability Technical Officer will have good communication, technical, and advocacy skills, s/he will be committed to work with Mercy Corps stakeholders regardless of race, religion, ethnicity, abilities or gender. S/he will be highly motivated, and capable of working with minimum supervision.

Other factors include:

• Ability to work under pressure, manage multiple tasks, and quickly adapt to new information and technology.
• Strong written and verbal communication skills to convey technical information clearly and effectively to non-technical stakeholders.
• Strong analytical and problem-solving skills to address technical issues and optimize system performance.
• Strong interpersonal skills with the ability to work effectively with diverse teams.
• A learning approach to work with excellent capacity building skills.
• Ability to train and support team members in using Zendesk and understanding the CARM processes. Experience in developing training materials and conducting workshops.
• Commitment to accuracy in data management and the ability to learn and implement new technologies.
• Willingness to travel to Mercy Corps Offices across Ukraine.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.

Living Conditions / Environmental Conditions
During the field trips living conditions will be adjusted to the field conditions.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening, and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination based on race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. By applying for this role an applicant confirms that they have not previously violated an employer’s sexual misconduct, sexual exploitation and abuse, child safeguarding or trafficking policy. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]).

Тільки попередньо відібрані кандидати будуть запрошені на співбесіду.

Ласкаво запрошуємо осіб з інвалідністю та ветеранів відгукнутись на цю посаду.

Mercy Corps створило робоче місце для працевлаштування осіб з інвалідністю та ветеранів, та належні умови праці для цієї вакансії, але це не обмежує коло осіб, які можуть подаватись на цю вакансію.

2024-09-05T17:40:05.000 2024-10-05T23:59:59.000 Full time / Повна зайнятість TELECOMMUTE Україна Mercy Corps