Product Administrator

Job Description

Background

The Washington Migrant and Asylum-Seeker Support (MASS) Project is a pilot initiative by the International Rescue Committee (IRC) in coordination with the State of Washington Office of Refugee and Immigrant Assistance (ORIA). This initiative aims to build a statewide network of organizations to deliver a coordinated response addressing the specific and immediate needs of recently arrived migrants and asylum-seekers.

The Product Administrator will be situated within IRC's Signpost team - a specialized technical unit that builds and deploys digital solutions. While Signpost operates as a distinct team within IRC, it serves as the technical implementation partner for multiple humanitarian initiatives, developing and maintaining digital tools that support refugees, asylum seekers, and other displaced populations.

Role Overview

The Product Administrator will play a pivotal role in this project by overseeing the integration and support of digital tools within the new service model. This includes configuring and maintaining systems to support the Newcomer Navigation and Reception Hub, facilitating communication between multiple organizations involved in housing and legal services, and ensuring that culturally responsive case management tools are effectively deployed and utilized.

In this role, the Product Administrator will primarily focus on supporting the WA MASS project. However, as part of the broader Signpost team, he/she will also contribute to other Signpost initiatives that create community-led information services and digital solutions for IRC programs and civil society partners.

Key Responsibilities

Product Administration

• Manage and support Zendesk implementation for WA MASS and Signpost programs
• Coordinate with external Technology Partners on troubleshooting tasks
• Monitor automated integrations and resolve/escalate issues as needed
• Lead bug fixing, product testing, and user request resolution
• Train new users and create user guidance
• Analyze and report product data and analytics
• Support billing and tool administration for Zendesk instances

Product Implementation

• Coordinate setup of new information hubs with project teams and partners
• Design and build new features based on program support requests
• Meet regularly with program teams to understand needs
• Design system workflows and processes alongside project teams
• Lead integration and migration of virtual resettlement and partner tools
• Set timelines and expectations for new feature delivery
• Help manage pro bono support, volunteers, and fellows

Technology Strategy

• Contribute to Virtual Services technology roadmap execution
• Collect field team insights regarding product needs and improvements
• Participate in discussions about new features with tech partners
• Support product team prioritization of improvements

Technical Project Management

• Manage support tickets for the WA MASS project
• Support website content management and troubleshooting
• Participate in sprint planning and task management
• Add and prioritize development tickets
• Maintain relationships with IRC IT and support teams

Qualifications

Essential

• 1-3 years' experience in product administration, systems engineering, or technology support
• Experience training individuals/groups in complex stakeholder environments
• Proficiency in Zendesk and/or other CRM/CX platforms
• Strong Microsoft Office, Microsoft Tools, and SharePoint skills
• Excellent organizational and time-management abilities
• Ability to thrive in ambiguous situations

Desired

• Bachelor's degree in computer science and/or systems engineering
• Experience in troubleshooting and cross-team coordination
• Knowledge of Python, CSS, JavaScript
• Familiarity with social media tools, web analytics, and data analysis tools (e.g., PowerBI)
• Experience in humanitarian or development organizations

Working Environment

• Fully remote position
• Flexible working hours with core meeting times between 9 AM and 12 PM EST
• Access to collaboration tools (Zoom, Slack, Jira)
• Support for home office setup and internet reimbursement

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

US Benefits: 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 $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, 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.