Project Officer, System Solution Champion (P)

Introduction

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following IOM Member States that are not represented among staff members in the Professional and higher categories: 
   Bahamas, Barbados, Comoros, Congo (the), Cook Islands, Dominica, Federated States of Micronesia, Grenada, Guinea-Bissau, Holy See, Iceland, Israel, Kiribati, Marshall Islands, Namibia, Nauru, Palau, Saint Kitts and Nevis, Saint Lucia, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Suriname, Timor-Leste, Tonga, Tuvalu, Vanuatu

Second tier candidates include:
All external candidates, except candidates from non-represented member states of IOM.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. The International Organization for Migration (IOM) provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Mobility Pathways and Inclusion, specifically the Resettlement and Movement Management Unit (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.  

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. Under the terms of the Memorandum of Understanding (MOU) with the US State Department Bureau for Population, Refugees and Migration (PRM), IOM is responsible for implementing Resettlement Support Center (RSC) functions in PRM-designated locations. These activities include supporting visiting US Citizenship and Immigration Services (USCIS) officers, facilitating security and medical screenings, providing information about arriving individuals to resettlement agencies in the US and offering Cultural Orientation (CO) training to individuals departing for the US.

The position will initially be based in Washington DC, with subsequent relocation required according to programmatic requirements. 

Under the general supervision of the Project Manager, RSC and the direct supervision of the Project Coordinator, Data Integrity & Pipeline Management, the Project Officer, System Solution Champion will have the following duties and responsibilities:

1. Serve as Refugee Processing Center (RPC) case management system for USRAP (START) subject matter expert and the first touchpoint for any RSC staff member’s START-related questions, concerns, and proposed enhancements. Implement and enforce issue management procedures as outlined in program governance by refining RSC staff requests before submission to the RPC. Conduct analysis with other SSCs on requests to the RPC as needed.
2. Supervise SSC team, provide daily oversight, train, monitor output and provide regular feedback.
3. Assist RPC START teams in backlog prioritization efforts by providing analysis and feedback on system enhancements and provide additional analysis and support to START Production Support (SPS) tickets as requested by RPC SPS Team. Occasionally serve on the RPC SPS Team to offer subject matter expertise.
4. Participate in Production Support meetings or identify appropriate RSC colleague to serve based on issues being discussed. Present during START Production Support meetings, or other forums as applicable, the top questions/issues/pain points the SSC has heard/received from RSC colleagues so that RPC can maintain situational awareness.
5. Engage in best practices and information sharing by serving as the RSC lead for all RSC communication to the RPC; completing and assigning RPC Data Call Requests; participating in RPC and SSC collaboration and knowledge-sharing forums; maintaining awareness of PRM, RPC and RSC policies