Primero System Administrator

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

JOB OVERVIEW

The Primero PCM IMS+ System Administrator provides technical support and system administration for the inter-agency rollout and operation of Primero PCM IMS+ in Ukraine, ensuring smooth functioning of the platform, continuous user support, and alignment with global IMS+ standards—without accessing any case-level or incident-level data.

KEY RESPONSIBILITIES

System User Administration

• Create, manage, and deactivate user accounts in line with security protocols.
• Manage user groups and permissions according to agreed inter-agency governance.
• Maintain accurate and up-to-date user lists and access rights.

First-Line Technical Support

• Serve as the first point of contact for technical issues raised by organizational focal points.
• Attempt to resolve issues within the scope of the role before escalating to the Global Primero System Administration Support team.
• Provide clear documentation when escalation is required.

Support to Inter-Agency Focal Points

• Provide guidance to case management focal points on system navigation and technical processes.

• Facilitate weekly check-in meetings with organizational focal points to proactively resolve concerns or issues.
• Support focal points in interpreting system behaviors and resolving common challenges.
• Participate in scheduled inter-agency technical coordination meetings.

System Monitoring

• Monitor system performance, uptime, and user access status.
• Review audit logs to identify potential issues, misuse, or irregularities (without viewing case content).
• Coordinate with HQ or platform vendors when system-level technical concerns arise.

Ensuring Compliance and Security

• Ensure all actions comply with inter-agency data protection protocols.
• Support implementation of user access procedures that safeguard confidentiality.
• Act as the designated point for responding to technical components of audits (no case data access).

Capacity Strengthening

• Conduct basic orientations for new focal points or users on system access, navigation, data quality, and troubleshooting.
• Produce simple guides or job aids to support user onboarding.
• Participate/facilitate in training-of-trainers (ToTs) led by the global IMS+ team.

Documentation & Reporting

• Maintain logs of support requests, resolutions, and issues requiring escalation.
• Provide monthly updates to the inter-agency IMS+ Steering Group on system performance and common issues.
• Contribute technical inputs to rollout reports and assessments.

JOB REQUIREMENTS

• Demonstrated experience supporting IT systems or platforms in a humanitarian or NGO context.
• Strong technical troubleshooting skills.
• Experience providing user support, training, or technical guidance.
• Understanding of information management – particularly case management information management principles and data protection standards.
• Understanding of protection case management processes and principles
• Ability to work with multiple agencies (government, UN, INGO, NGO, and community-based organizations) and maintain neutral, professional working relationships.
• Language: Fluency in Ukrainian and working proficiency in English.

Desirable

• Experience with cloud-based systems or user administration.
• Familiarity with case management platforms or protection information systems.
• Experience participating in inter-agency coordination platforms.
• Previous involvement with Primero, CPIMS+, or GBVIMS+

PROFESSIONAL STANDARDS

All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

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