Application Support Assistant

Job Advertisement

Position Title: Application Support Assistant
Location: Paris
Country: France
Deadline Date: 23h59 20 November 2024

Job Details

Job Posting Organization:
The Organisation for Economic Co-operation and Development (OECD) is an international organization established to promote policies that improve the economic and social well-being of people around the world. Founded in 1961, the OECD comprises 38 member countries and serves as a platform for governments, policymakers, and citizens to collaborate on establishing evidence-based international standards and solutions to various social, economic, and environmental challenges. The organization focuses on improving economic performance, creating jobs, fostering education, and combating international tax evasion, providing a unique forum for data analysis, experience exchange, best-practice sharing, and public policy advice.

Job Overview:
The Application Support Assistant will be part of the Human Resource Management Service (HRM) within the Executive Directorate (EXD) of the OECD. This role involves supporting HR applications and business processes, as well as the ongoing deployment of new features and technologies. The selected candidate will work closely with business process owners, product managers, and the analytics team, reporting directly to the HRM support lead. The position requires a proactive approach to application support, ensuring that HR information systems are effectively utilized and that users receive the necessary training and assistance. The role is critical in maintaining the integrity and efficiency of HR systems, contributing to the overall mission of the OECD to enhance human capital management.

Duties and Responsibilities:
The main responsibilities of the Application Support Assistant include providing application support and training on the OECD’s HR information systems. This involves defining and executing support plans for all HR systems, analyzing and resolving incidents, and ensuring adherence to established procedures and service levels. The assistant will document and report potential bugs, maintain the ITSM incident categorization model, draft support procedures and end-user documentation, and organize training sessions for various user audiences. Additionally, the assistant will participate in the validation and rollout of business process enhancements, provide feedback to business process owners and product managers, and update KPIs and activity reports related to HRIS support functions.

Required Qualifications:
The ideal candidate should possess a university degree in information technology and/or human resources. A minimum of two years of experience providing user support for digital solutions in a structured environment is required, preferably applying ITIL practices or similar frameworks. The candidate should have proven experience in drafting user support documentation, knowledge base articles, and providing training. Experience in analyzing support activities, identifying trends, and proposing solutions is advantageous. The ability to learn and use new systems quickly, along with experience in an international and cross-cultural environment, is preferred. Familiarity with HRIS used in the context of the OECD and knowledge of the organization's administrative and human resource procedures would be considered an asset.

Educational Background:
Candidates must have a university degree in information technology, human resources, or a related field. This educational background is essential to ensure that the candidate has the necessary theoretical knowledge and practical skills to effectively support HR applications and processes within the OECD.

Experience:
The position requires a minimum of two years of professional experience in providing user support for digital solutions. This experience should be in a structured environment where ITIL practices or similar industry frameworks are applied. Candidates with experience in analyzing support activities and implementing solutions will have an advantage. Previous exposure to HRIS in an international context is also preferred, as it will help the candidate navigate the specific challenges and requirements of the OECD's HR systems.

Languages:
Fluency in one of the two official OECD languages, English or French, is mandatory. Candidates should also have a willingness to learn the other language. Knowledge of additional languages would be considered an asset, enhancing the candidate's ability to communicate effectively in a diverse international environment.

Additional Notes:
The position is a two-year fixed-term appointment with the possibility of renewal. The monthly salary starts at 3,288.76 Euros, plus allowances based on eligibility, and is exempt from French income tax. The selection process includes written tests and video-recorded interviews in November, followed by panel interviews in December. The OECD has a mandatory retirement age of 67 and is committed to equal opportunity employment, welcoming applications from all qualified candidates regardless of their background.