User Support Assistant (Finance)

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 over 173 member states and operates in more than 100 countries worldwide. The organization is dedicated to promoting humane and orderly migration for the benefit of all, with a mission to ensure that migration is safe, orderly, and dignified. IOM's work encompasses a wide range of migration-related issues, including humanitarian assistance, development, and policy advocacy.

Job Overview:
The User Support Assistant (Wave) will play a crucial role in assisting users with the Oracle Cloud Fusion ERP system, known internally as Wave. This position involves providing support for Tier 2 tickets raised by end users, ensuring that user requests are clarified and resolved in accordance with IOM's established business processes and information management practices. The User Support Assistant will be responsible for reviewing escalated issues, assisting users in applying approved business solutions, and guiding them through the resolution process. This role requires a proactive approach to problem-solving and collaboration with other support tiers to enhance user experience and operational efficiency.

Duties and Responsibilities:

• Assist with Tier 2 tickets raised by Wave end users, ensuring adherence to IOM business processes and information management best practices.
• Review and clarify user requests for escalated issues to support the resolution path.
• Guide users in applying approved business solutions in line with established processes.
• Accompany users during the resolution process, implementing approved interim workarounds as necessary.
• Escalate complex issues to the supervisor or Tier 3 support as relevant.
• Identify and escalate recurring issues to the supervisor for further analysis.
• Collaborate with Tier 1 support in preparing solution articles for common issues.
• Provide user support coverage during assigned work hours, including evening and rotating Sunday shifts.
• Perform additional duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess a Bachelor’s degree in fields related to Wave’s core finance functions or business management/administration from an accredited institution, along with two years of relevant experience. Alternatively, candidates with a high school diploma and four years of relevant experience will also be considered. Accredited universities are those listed in the UNESCO World Higher Education Database. Candidates should demonstrate strong communication skills, the ability to manage multiple requests, and a commitment to following established procedures and processes.

Educational Background:
A Bachelor’s degree in finance, business management, or a related field is required. Candidates with a high school diploma must have significant relevant experience to qualify for the position. Educational qualifications must be from accredited institutions recognized by the UNESCO World Higher Education Database.

Experience:
Candidates should have experience working with finance modules of an ERP system, specifically in areas such as Accounting, Finance, Treasury, or Project Budgeting and Reporting. A minimum of two years of relevant experience is preferred for those with a Bachelor’s degree, while candidates with a high school diploma should have at least four years of relevant experience.

Languages:
Proficiency in English is mandatory, and knowledge of additional languages may be considered an asset. Candidates should demonstrate the ability to communicate effectively with diverse stakeholders and provide support in a multilingual environment.

Additional Notes:
The position is subject to funding confirmation, and the selection process may be used to fill similar positions in various duty stations. Recommended candidates will remain eligible for appointment in similar positions for a period of 24 months. Appointment is contingent upon medical fitness certification, accreditation, residency or visa requirements, and security" style="border-bottom: 1px dotted #007bff !important;">security clearances. IOM maintains a zero-tolerance policy regarding conduct incompatible with the aims and objectives of the United Nations, including discrimination and harassment. IOM does not charge any fees during the recruitment process and only accepts applications submitted through the IOM e-Recruitment system.