End-user Functional Support At International Committee of the Red Cross

PURPOSE

The End-User Functional Support ensures that the information system/application data are accurate and processed in line with the internal rules when assisting the users, maintaining the referential and giving access rights. S/he is the first level of help when internal customers encounter problems with the information system/application.

RELATIONSHIPS

• Internally, interacts with employees, HR service providers, application Managers and BPOs or in Manila with Finance & Administration unit, Head of Internal Control, Head of Financial Shared Service, concerned departments and delegations in Geneva and in the field.
• Externally, may interact with external suppliers and service providers.

ACCOUNTABILITIES AND RESPONSIBILITIES

ERP Functional Support

• Identifies, diagnoses and resolves level 1 and 2 problems with the information system/application. Escalates problems to level 3 if necessary.
• Manages and maintains the data referential according to the internal rules and procedures.
• Diagnoses, describes, reports malfunctions accurately and suggests improvements to the application responsible.
• Delivers regular reports.
• Controls and ensures data quality. Instructs users to make the necessary corrections.
• Contributes information to the support knowledge base; reviews others content and advises on areas of improvements
• Documentation of best practices in internal procedures on handling incidents and requests.
• Raises bugs and defects including documentation
• Participates in non-regression testing

Project Officer Support

• Coordinates with FAD Project managers to assist projects in activities such as building specifications or mock-ups, documentation and development quality assurance thru testing
• Creates specifications and mock-ups for user-interface layouts to improve user experience
• Conducts functional test, document test results – reports bugs directly to the developers
• Participates in scrum meetings with the developers to monitor bug fixes
• Conducts knowledge transfer and prepares documentation to the functional support team

Additional Duties

• Respect and observe the staff regulations of the ICRC in Philippines
• Participate to MSSC general meetings
• The employee may be required to work overtime in line with the needs of the department/metier

SELECTION REQUIREMENTS

• Bachelor’s degree in accounting, Computer Science, Information Systems or related field
• Must have strong functional knowledge of Finance, Accounting, Accounts Receivable, Accounts Payable and General Ledger modules with understanding of Supply Chain processes
• Exposure in various business management or ERP software (e.g.. Peoplesoft, SAP, MS Dynamics, Oracle, Infor, etc.). Knowledge of JD Edwards EnterpriseOne is an advantage
• 3-5 years professional experience with 2+ years relevant work experience in Helpdesk field
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, etc.)
• Excellent communication skills – oral and written. Knowledge in French and/or Spanish is an asset
• Willing to work on a graveyard schedule or night shift

The following skills will be an advantage:

• Background in Management Information System
• Knowledge in SQL, Macro VBA
• Knowledge of Business Intelligence (BI) Tools is an advantage
• CPA / CISA certifications

WHAT WE OFFER

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule