User Support Assistant (System Support 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. The organization is committed to promoting humane and orderly migration for the benefit of all. IOM's mission is to ensure the orderly and humane management of migration, to promote international cooperation on migration issues, to provide humanitarian assistance to migrants in need, and to uphold the rights of migrants. IOM operates under a framework of principles that emphasize the importance of human dignity and the need for respect for the rights of all individuals, regardless of their migration status.

Job Overview:
The User Support Assistant (System Support Wave) will play a crucial role in assisting with administration" style="border-bottom: 1px dotted #007bff !important;">system administration and user support tasks within IOM's information management systems. This position is integral to the organization's Business Transformation process, which aims to enhance operational efficiency through the implementation of Oracle Cloud Fusion ERP, known internally as Wave. The User Support Assistant will work under the direct supervision of the Senior User Support Associate and will be responsible for monitoring system alerts, investigating user issues, and providing effective solutions or workarounds. The role requires collaboration with other support agents to develop solution articles for common issues, ensuring that user support is consistently available during assigned shifts, including evenings and weekends as necessary. The position demands a proactive approach to problem-solving and a commitment to maintaining high standards of service delivery.

Duties and Responsibilities:

• Complete training and reference materials assigned by the supervisor to ensure a thorough understanding of the systems and processes.
• Monitor system alerts and perform first-line investigations to identify and resolve issues promptly.
• Review end-user issues, determine approved solutions, and implement interim workarounds as needed.
• Escalate complex or recurring issues to the supervisor or relevant support groups for further assistance.
• Collaborate with other support agents to prepare solution articles that address common user issues, enhancing the knowledge base for future reference.
• Provide user support coverage during assigned workdays, evening shifts, and rotating Sunday shifts as required.
• Perform additional duties as assigned by the supervisor to support the overall objectives of the team and organization.

Required Qualifications:
Candidates must possess a Bachelor’s degree in fields related to Information and Communication Technology (ICT) and systems administration or a related field from an accredited academic institution, along with at least 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 a strong understanding of system administration, user support, and information management best practices.

Educational Background:
The educational background required for this position includes a Bachelor’s degree in ICT, systems administration, or a related field from an accredited institution. Candidates with a high school diploma may qualify if they have significant relevant experience. The educational qualifications must be from institutions recognized by the UNESCO World Higher Education Database, ensuring that the candidates have received a quality education that meets international standards.

Experience:
The position requires candidates to have experience as a system administrator, Linux administrator, or cloud administrator, with specific knowledge of Oracle Cloud Infrastructure (OCI) being an advantage. Candidates should have a demonstrated history of application support experience, particularly in managing workflows and approval processes. The ideal candidate will have a solid understanding of system administration tasks and the ability to troubleshoot and resolve user issues effectively.

Languages:
Proficiency in English is mandatory for this position, as it is the primary language of communication within IOM. Knowledge of additional languages may be considered an asset, particularly languages relevant to the regions in which IOM operates, as this can enhance communication with diverse stakeholders and clients.

Additional Notes:
The position is subject to funding confirmation, and any offer made to the candidate will depend on the availability of resources. The selection process may also be used to fill similar positions in various duty stations, and recommended candidates will remain eligible for appointment in similar roles for a period of 24 months. Candidates must be medically fit for appointment and meet any residency or visa requirements. IOM has a zero-tolerance policy regarding conduct that is incompatible with the organization's aims, including discrimination and harassment. The organization does not charge any fees during the recruitment process and only accepts applications submitted through the IOM e-Recruitment system.