Senior User Support Associate (Wave)

Job Posting Organization:
The International Organization for Migration (IOM) is a leading intergovernmental organization that provides services and advice concerning migration to governments and migrants alike. Established in 1951, IOM has grown to include 173 member states and offices in over 100 countries, making it a significant player in the global migration landscape. The organization aims to promote humane and orderly migration for the benefit of all, focusing on the well-being of migrants and their communities. IOM's mission includes addressing the challenges of migration, enhancing the understanding of migration issues, and providing support to governments in managing migration effectively. The organization is committed to upholding the rights of migrants and ensuring their safety and dignity throughout the migration process.

Job Overview:
The Senior User Support Associate (Wave) plays a critical role in the IOM's Supply Chain operations by providing Tier 2 support for the Wave ERP system. This position requires a deep understanding of supply chain processes and the technical aspects of the Wave system, which is part of IOM's broader Business Transformation initiative. The associate will be responsible for investigating and resolving issues raised by end users, ensuring that the support provided aligns with IOM's business processes and information management best practices. The role involves guiding users through the resolution process, providing technical assistance, and collaborating with other teams to address business process gaps. The associate will also be expected to maintain advanced knowledge of the supply chain and the Wave system through ongoing training and reference materials, ensuring that they can effectively support users and contribute to the overall efficiency of IOM's operations.

Duties and Responsibilities:

• Provide Tier 2 support for Supply Chain tickets raised by Wave end users, ensuring adherence to IOM business processes.
• Investigate issues escalated to Tier 2, determining user requirements and identifying the root cause of issues.
• Define the best resolution path and provide technical guidance to users.
• Accompany users during the resolution process, offering interim workarounds and implementing solutions.
• Escalate technical issues to Tier 3 support with accurate analysis and supporting information.
• Identify and escalate business process gaps to relevant business teams for clarification and guidance.
• Follow the problem management process to resolve common issues and identify root causes.
• Partner with Tier 1 support to develop solutions articles for frequently encountered issues.
• Coordinate support activities performed by staff under supervision. 1
• Provide user support coverage during workday and evening shifts, including rotating Sunday shifts as required. 1
• Perform additional duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a Bachelor's degree in Information Technology, Computer Science, Supply Chain Management, or Business Management/Administration from an accredited institution, along with four years of relevant experience. Alternatively, a high school diploma with six years of relevant experience is acceptable. Oracle certifications related to Oracle Cloud ERP modules are considered an advantage. Accredited universities are those listed in the UNESCO World Higher Education Database. Candidates should demonstrate a strong ability to liaise effectively with internal stakeholders and possess the capability to manage multiple requests in a fast-paced environment.

Educational Background:
The educational requirements for this position include a Bachelor's degree in a relevant field such as Information Technology, Computer Science, Supply Chain Management, or Business Management/Administration. Candidates with a high school diploma may also qualify if they have significant relevant experience. It is essential that the educational qualifications are from accredited institutions recognized by the UNESCO World Higher Education Database, ensuring that the candidate has received a quality education that meets international standards.

Experience:
The ideal candidate should have technical and functional experience working with supply chain modules of an ERP system, particularly in areas such as procurement processes, receipts, inventory management, and warehousing processes. This experience is crucial for effectively supporting users and resolving issues related to the Wave system. Candidates should also have a proven track record of managing multiple priorities and requests in a dynamic support environment, demonstrating their ability to adapt and respond to the needs of the organization.

Languages:
While the job posting does not specify mandatory languages, proficiency in English is typically required for positions within IOM, given its international scope. Additional language skills may be beneficial, particularly in languages relevant to the regions where IOM operates, enhancing communication with diverse stakeholders and users.

Additional Notes:
The position may involve a contract duration that is not specified in the job posting. It is important to note that the appointment will be subject to certification of medical fitness, accreditation, and any necessary residency or visa requirements. Candidates should be aware that IOM has a zero-tolerance policy regarding conduct that contradicts the organization's aims, including discrimination and harassment. The recruitment process does not involve any fees, and candidates are encouraged to apply through the IOM e-Recruitment system. Late applications will not be accepted, and only shortlisted candidates will be contacted. Candidates who can assume duties immediately or within a short notice period are strongly encouraged to apply.