ORGANISATION: HIAS RSC AUSTRIA
TITLE: System Solution Champion
REPORTS TO: Refugee Data Manager
LOCATION: Vienna, Austria
HIAS is the global Jewish non-profit that protects refugees whose lives are in danger for being who they are. We help refugees rebuild their lives and advocate that all displaced people are treated with dignity. HIAS RSC Austria processes refugee cases for resettlement to the US through a contract with the US State Department.
Purpose of the role:
The System Solution Champion (SSC) act as primary point of contact to drive communication between the Refugee Processing Center (RPC), US Government secured database (START) team and the RSC. The SSC main focus is to follow RPC-directed activities and rely on cooperation and support from RSC colleagues to advance training, system testing, guidance review, business process changes, change implementation, and other activities to improve standardization in guidance and data and increase efficiency in processing, reporting and change management.
Specific responsibilities:
Communication and change management

• Serve as the RSC lead for all RSC communications with the RPC on START issues
• Serve as the focal point for RPC engagement related to review, verification or validation of the development of the new solution, as well as other RPC-driven changes.
• Maintain a thorough and current awareness of RSC and RPC policies, plans, initiatives and developments that impact or otherwise influence RSC caseworkers and staff.
• Provide PRM/RPC monthly progress reports on the RSC’s progress in operational policy, process, and technology changes (SSC Monthly Progress Reports)
• Complete or assign and respond to RPC Data Calls and Feedback Requests as needed
• Coordinate with Power Users to develop and complete RPC led requested Implementation Plans, other RPC mandated projects and changes, and any other changes deemed necessary by the SSC to ensure adherence to the processing guidelines by the RSC
• Participate in RPC & RSC START points of contact collaboration and knowledge-sharing forums (Git Hub and regular calls)
• Plan and coordinate various opportunities for RSC involvement in the practice, collaboration, interaction, and education of the new system with the RPC build/development team
• Coordinate communication on updated processes and system developments with program teams and support knowledge sharing back to respective units
• Ensure all local processing updates are provided to the Processing Guides to RPC on time
• Communicate with other SSCs to brainstorm ideas, get updates, resolve problems
• Monitor Git Hub for RPC announcements and any information that might be relevant for the RSC

Issue management

• Serve as START subject matter expert and the first touchpoint for START-related questions, concerns, and proposed enhancements
• Troubleshoot START issues and processing questions reported by RSC staff and report them to RPC via an appropriate route (RPC Help Desk, Git Hub) if necessary
• Implement and enforce issue management procedures as outlined in program governance by refining RSC staff requests before submission to RPC
• Conduct analysis with other RSC START points of contact on requests to the RPC as needed
• Present during START Production Support meetings with RPC, or other forums as applicable, the top questions/issues/pain points heard/received from RSC colleagues so that RPC can maintain situational awareness
• Cooperating with RPC in resolution of START issues

Training and Compliance

• • Provide training coordination support and act as the primary Point of Contact and coordinator for START Trainings for RSC staff
  • Coordinate with Power Users to deliver trainings to RSC program teams
  • Provide training (training of trainers) to RSC colleagues on topics RPC trains them on and brief RSC leadership on the outcome of those trainings
• Provide START Introduction sessions and develop onboarding plans in coordination with program managers for new hires at the RSC where necessary, and refresher training for areas as needed
• Communicate closely with program teams to ensure that necessary trainings have taken place
• Hold regular trainings on START enhancements and processing updates for users across program teams and locations
• Maintain and implement the Learning Analytics plan (including knowledge assessment, attendance monitoring, assessment of areas for improvement) to ensure that trainings and knowledge sharing are effective at the RSC
• Create quizzes on new processes, coordinate with the program teams to ensure timely participation, and interpret the results in order to suggest any additional actions that may be necessary for additional trainings
  • Continuously review RSC processing workflows and perform monitoring activities such as observations, shadowing, data spot checks to check for compliance with processing guidelines from PRM and RPC

Testing & Functionality Development

• • Work closely with RSC program staff to ensure proper START functionality as intended and provide analysis and recommendations to RSC leadership and RPC as needed
  • Provide analysis and feedback on system enhancements regularly to RPC and RSC management
• Facilitate and execute User Acceptance Testing (UAT) at the RSC, working with RSC staff members to incorporate broad feedback. Use available RSC resources to fully test and further build on system knowledge and associated workflows.
• Maintain and update testing documentation and provide UAT results and feedback to the RPC. Participate and/or facilitate test scenarios and reviews/communicates with the RPC throughout the testing life cycle to ensure escalation of issues as appropriate.
• Serve as the primary POC for the START Change Management and Communications (CMC) Team and liaise with RPC staff in order to maintain awareness of and active relationships with relevant RSC POCs needed to review, verify, or validate the development of RPC-driven changes and new functionality
• Support RPC START Production Support team with design and deployment considerations by analyzing new requirements, design, and build for accuracy and relevancy, with recommended revisions on an as-needed basis

Other

• Ensure appropriate START access and permission for START users, including requesting START access through RPC Help Desk, regular review of START roles as mandated by RPC and PRM, maintaining a list of START remote access to be updated monthly
  • Support the RSC in drafting updates to existing local SOPs in coordination with local SOP leads (e.g. provide feedback from observations that require local or overall USRAP SOP update)
  • Prioritize tasks and escalate issues or areas of concern
• Other duties as assigned by RPC to support standardized use of START, and START-related system improvements and RSC coordination and other duties as assigned by RSC Management
• Other duties as assigned by the Refugee Data Manager

Key skills and attributes

• Generally technically savvy and interested in learning more, with an ability to quickly grasp how software and hardware systems work
• Understanding and/or experience with United States Refugee Admissions Program is preferred
• General familiarity with RPC and USRAP programmatic responsibilities, processes, and policies
• Experience with START databases or Service Now based solutions is required
• Ability to work with a high degree of autonomy in planning, organizing, and carrying out the assigned responsibilities, including coordinating activities with professional staff
• Excellent analysis, evaluation and problem-solving skills
• Excellent written and oral communications skills in English
• Proven ability to handle multiple tasks simultaneously
• Excellent ability to organize time and manage and prioritize multiple, conflicting priorities
• Advanced MS Outlook skills
• Advanced Excel skills
• Documentation management and ability to use project/work management tools
• Experience testing web-based solutions is an advantage

• Knowledge of Tableau or other reporting tool is preferred
• Good communication and interpersonal skills capable of maintaining strong, professional relationships
• Attention to details even under pressure
• Has good judgment – knows when it is appropriate to escalate
• Demonstrates absolute professionalism and discretion in respect of confidential information
• Has a calm and professional approach to managing problems
• Strong knowledge of Windows based software applications
• Ability and willingness to travel internationally

All applicants should have the legal right to live and work in Austria without additional support.
Compensation for this position is minimum 3000 euro monthly in accordance with all standard Austrian legal and tax deductions.
This position is 100% in office and remote work is not possible.
This position is subject to the availability of donor funds.
DISCLAIMER:
This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, skills required or permanent location. Location is subject to change based on programmatic needs. Flexibility is essential as we grow and develop. The successful candidate must be comfortable in a fast-paced, changing work environment with many crucial deadlines. All team members may be required to perform duties outside of their normal work hours of responsibilities as needed.
SAMPLE HIRING PROCESS:
We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here’s a snapshot of our hiring process:
Step 1: Submit your application!
Step 2: Phone screen with a Human Resources staff person.
Step 3: Interview with the hiring manager.
Step 4: Interview with a panel of HIAS employees.
Step 5: Reference check.
Step 6: Offer and background check.
Step 7: Start your professional journey with HIAS!
Note: Some of our hiring processes may vary, and not all candidates will advance to each step.
ABOUT US:
Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people—a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive.
HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ+ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values.
The HIAS Austria office as the Resettlement Support Center (RSC) processes refugee cases for resettlement to the US through a contract with the US State Department.
VISION:
HIAS stands for a world in which refugees find welcome, safety and opportunity.
MISSION:
Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives.
VALUES:
Welcome • Acogimiento • Hospitalité • ????? ?????? (Hachnasat Orchim)
We Welcome the Stranger
Justice • Justicia • Justice • ??? (Tzedek)
We Pursue Justice
Empathy • Empatía • Empathie • ??? (Chesed)
We Approach our Clients with Empathy
Partnership • Compañerismo • Coopération • ?????? (Chevruta)
We Believe in Changing the World through Partnership
Courage • Coraje • Courage • ???? (Ometz)
We Act with Courage to Build a Better World
Resilience • Resiliencia • Résilience • ??? (Ruach)
We Adapt and Thrive, Continuously Demonstrating our Resilience
DIVERSITY:
HIAS is committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation or other legally protected status.