Технічний фахівець/-чиня із підтримки систем підзвітності перед громадою (CARM)

Будь ласка, надсилайте свої резюме: Community Accountability Systems Tech Specialist (any of our office location) | Mercy Corps Ukraine

About Mercy Corps:

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.  

Now, and for the future. 

The Program/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 (Zendesk) 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 Community Accountability Systems Tech Specialist will play a key role in CARM automation, focusing on the maintenance and enhancement of the CARM database system (CRM system Zendesk), data automation and data visualization (using Power BI).

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 CRM 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.
• Identify potential gaps in CARM department processes where data automation tools can be implemented and implement them.
• Liaise with global/regional Mercy Corps CARM teams 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.
• Support CARM dashboard using Power BI (with support of Data engineers’ team) and improve it to present CARM information as fully, comprehensively and correctly as possible.

Capacity Development / Sharing

• Facilitate capacity-building activities for partner organizations transitioning to manage their own CARM systems. This can include 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 Officers, 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 Qualifications & Transferable Skills

• Bachelor’s degree in IT, social sciences with a specialism in IT, or related fields.
• Advanced knowledge of CRM platforms, and knowledge of Zendesk is a strong asset.
• Expertise 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.
• Expertise in database management and reporting tools such as Excel, PowerBI, 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.
• 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.

Living Conditions / Environmental Conditions

During the field trips living conditions will be adjusted to the field conditions.

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.   

Team Efficiency and Effectiveness  

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work. We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together. 

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out different 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 on the basis of 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 Ethics 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]). 

Only pre-selected candidates will be contacted for an interview. 

People with disabilities and veteran status are welcome to apply.  

 Important Notice: Mercy Corps never charges candidates any fees at any stage of the recruitment process. If you are asked to make a payment for a job opportunity claiming to be from Mercy Corps, it is a scam. 

All official communication from Mercy Corps will come from an @mercycorps.org email address. We do not contact candidates via Gmail, Yahoo, WhatsApp, or other unofficial channels. 

If you receive a suspicious job offer, please report it to us immediately. 

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.