Senior System Support Associate (Wave)

Job Posting Organization:
The International Organization for Migration (IOM) is an intergovernmental organization established in 1951, with a mission to promote humane and orderly migration for the benefit of all. IOM has over 173 member states and operates in more than 100 countries worldwide. The organization focuses on providing services and advice concerning migration to governments and migrants alike, ensuring that migration is safe, orderly, and dignified. IOM's work encompasses a wide range of areas including migration health, labor migration, refugee assistance, and the integration of migrants into host communities. The organization is committed to upholding the rights of migrants and fostering international cooperation on migration issues.

Job Overview:
The Senior System Support Associate (Wave) will play a crucial role in supporting the Project Portfolio Management (PPM) system within IOM's newly implemented Oracle Cloud Fusion ERP system, known as Wave. This position is pivotal in ensuring that end users receive the necessary support for Tier 2 PPM tickets, which are essential for maintaining the efficiency and effectiveness of IOM's business processes. The associate will be responsible for investigating issues raised by users, providing technical guidance, and ensuring that users can effectively utilize the Wave system to achieve their objectives. This role requires a deep understanding of both the technical and business aspects of the PPM system, as well as the ability to communicate effectively with various stakeholders. The associate will also be involved in identifying common issues and working towards long-term solutions, thereby contributing to the overall improvement of IOM's information management systems.

Duties and Responsibilities:

• Maintain advanced knowledge of Project Portfolio Management (PPM) through training and reference materials.
• Investigate Tier 2 issues raised by users to determine requirements and identify resolutions.
• Provide technical guidance to users on business resolutions in line with IOM processes.
• Accompany users during the resolution process, offering interim workarounds as necessary.
• Escalate technical issues to Tier 3 support with detailed analysis and reproduction steps.
• Identify and escalate business process gaps to relevant teams for clarification.
• Follow the problem management process to address common issues and root causes.
• Collaborate with Tier 1 support to develop solutions for frequent problems.
• Coordinate support activities performed by supervised staff. 1
• Provide user support coverage during designated shifts, including evenings and Sundays. 1
• Perform additional duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a Bachelor's degree in Information Technology, Computer Science, Finance, or Business Management/Administration from an accredited institution, along with four years of relevant experience. Alternatively, candidates with a high school diploma and six years of relevant experience will also be considered. Oracle certifications related to Oracle Cloud ERP modules are advantageous. Accredited institutions are those listed in the UNESCO World Higher Education Database.

Educational Background:
The educational requirement for this position includes a Bachelor's degree in a relevant field such as Information Technology, Computer Science, Finance, or Business Management/Administration. Candidates with a high school diploma may qualify if they have significant relevant experience. The degree must be from an accredited institution recognized by the UNESCO World Higher Education Database, ensuring that the educational background meets international standards.

Experience:
The position requires technical and functional experience specifically with the Project Portfolio Management (PPM) modules or related Finance modules of an ERP system. Candidates should have a proven track record of working in a similar role, demonstrating their ability to handle complex technical issues and provide effective solutions in a timely manner. Experience in a fast-paced support environment is essential, as is the ability to manage multiple requests and priorities effectively.

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.

Additional Notes:
The position may involve a contract duration that is not specified in the job posting. It is important to note that the role is likely to be full-time, and candidates should be prepared for a potentially immediate start or a short notice period. IOM emphasizes a zero-tolerance policy regarding misconduct and discrimination, ensuring a safe and respectful workplace for all employees. The recruitment process does not involve any fees, and candidates are encouraged to apply through the IOM e-Recruitment system. Only shortlisted candidates will be contacted, and late applications will not be accepted.