HRIS End-User Support Officer At International Committee of the Red Cross

CONTEXT

The Human Resources Information Systems (HRIS) Unit is responsible for providing, managing and efficiently maintaining the ICRC’s human resources software, enabling all staff to carry out HR activities and processes. The HRIS Unit brings human resources and information technology together.

PURPOSE

The End-User Functional Support 2 independently ensures that the information system/application data are accurate and processed in line with the internal rules when assisting the HR users and employees. S/he is a subject matter/process expert and supports first level assistance when internal customers, HR service providers encounter problems with the HR information system/application.

RELATIONSHIPS

• Internally, interacts mainly with the HR Department

GENERAL DUTIES

• Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement
• Understands and adheres to the ICRC Code of Conduct
• Understands the roles of the components of the International Red Cross and Red Crescent Movement
• Respects and observes staff regulations and security rules at all times
• Represents the ICRC in a professional manner at all times
• Develops and maintains a pleasant and conducive working environment with colleagues and line managers
• Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC
• May be asked to perform tasks not covered in this job description and to provide support to other departments when necessary

ACCOUNTABILITIES AND RESPONSIBILITIES

A) REQUEST MANAGEMENT, MONITORING & ESCALATION

• Identify, diagnose and resolve level 2 tickets with HRIS applications to internal customers.
• Optimize usage of HR Ticketing tool to answer level 2 requests. Make sure that categorization (priority and complexity) are correct and follow established Service Level Agreement
• Proactive following-up pending tickets with requesters
• Escalate incidents and problems to respective Application Manager and/or immediate manager

B) PROCESS DOCUMENTATION & MAINTENANCE

• Submit HRIS internal documentation updates as necessary linked to the Quality Assurance plan
• Create new documentation once a standard process has been defined by and coordinated with respective Application Manager, module leaders, and Business Process Owners
• Communicate changes in documentation to the rest of the HRIS teams

C) DATA QUALITY & PROCESS IMPROVEMENT

• Coordinates with Operational teams in managing the Data Quality dashboard
• Control and ensure data quality, instruct users to make the necessary corrections
• Suggest process improvements within Functional Support or all HRIS levels
• Participate on discussions related to process clarification and process link to other HR Shared Services teams

D) PROJECT MANAGEMENT SUPPORT

• Support data alignment activities and tasks for the HRIS project deployment
• Update tracking logs and coordinate status of project activities to Team Lead
• Undertake any other tasks as agreed with the HRIS Project team

E) BUSINESS RELATIONSHIP

• Foster professional relationship with HR services providers and ICRC employees
• Create channel of communication and discussion to customers in using different HR applications/systems
• Maintain close coordination with HRIS members for effective and efficient working environment

Selection Requirements

• Bachelor`s Degree in IT/Computer Science, Psychology of Business Administration
• Experience of working as front line support to stakeholders is essential
• At least 3 years of previous experience in HR administration or HR Information Systems
• Experience using or supporting HCM systems such as SAP SuccessFactors is essential
• General understanding of HR policies and practices
• Knowledge in MS Excel is preferred – SQL or other programming languages would be a plus
• Fluency in English and an asset if working knowledge of French
• Experience in Performance Management is preferred.

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 (optional)