Job Advertisement

Position Title: Application Support Assistant
Location: Paris
Country: France
Deadline Date: 23h59 13 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 evidence-based international standards and solutions to various social, economic, and environmental challenges. The organization focuses on enhancing economic performance, job creation, education, and combating international tax evasion, providing a unique forum for data Analysis, experience exchange, best practices, and public policy advice.

Job Overview:
The Application Support Assistant position within the Human Resource Management Service (HRM) of the OECD's Executive Directorate (EXD) involves supporting HR applications, business processes, and the deployment of new features and technologies. The selected candidate will work closely with business process owners, product managers, and the analytics team, reporting to the HRM support lead. The role requires providing application support and training on the OECD's HR Information Systems, participating in defining and executing support plans, analyzing and resolving incidents, documenting potential bugs, and ensuring the ITSM incident categorization model is up to date. The assistant will also organize and provide training to various user audiences, actively participate in business process enhancements, and update KPIs and activity reports on HRIS Support Function.

Duties and Responsibilities:
The main responsibilities of the Application Support Assistant include:

• Providing application support and training on the OECD’s HR information systems.
• Participating in defining and executing support plans for all HR systems, including reporting.
• Analyzing, resolving, or dispatching incidents for resolution, ensuring adherence to established procedures and high standards in ticket resolution.
• Evaluating the sensitivity of incidents and escalating recurring or complex issues as necessary.
• Documenting and reporting potential bugs to product managers.
• Ensuring the ITSM incident categorization model and knowledge base are up to date.
• Drafting support procedures and end-user documentation, ensuring their availability on the relevant knowledge base.
• Organizing and providing training on HR information systems to various user audiences.
• Actively participating in the validation and rollout of business process enhancements, including detailed testing and user guidelines. 1
• Providing relevant feedback to Business Process Owners and Product Managers. 1
• Updating KPIs and activity reports on HRIS Support Function.

Required Qualifications:
The ideal candidate should possess a university degree in Information Technology and/or Human Resources. They should have a minimum of two years of experience providing user support for digital solutions in a structured environment, applying ITIL practices or similar industry frameworks. Proven experience in drafting user support documentation, knowledge base articles, and providing training is essential. The candidate should also have experience analyzing support activities, identifying trends, and proposing and implementing solutions. The ability to learn and use new systems quickly, experience in an international and cross-cultural environment, and previous exposure to HRIS used in the context of the OECD are considered advantageous. A good knowledge of the Organisation's administrative and human resource procedures would also be beneficial.

Educational Background:
Candidates are required to have a university degree in information technology and/or human resources. This educational background is crucial for understanding the technical aspects of HR information systems and the human resources domain, enabling the candidate to effectively support and train users on these systems.

Experience:
The position requires a minimum of two years of professional experience providing user support for digital solutions in a structured environment. This experience should include applying ITIL practices or similar industry frameworks, which are essential for managing IT services effectively. Candidates with experience in analyzing support activities and identifying trends will have an advantage, as this skill is critical for improving support processes and user satisfaction.

Languages:
Fluency in one of the two OECD official languages, English and French, is mandatory. Candidates should also have a knowledge of, or a willingness to learn, the other language. Knowledge of additional languages would be considered an asset, enhancing communication within the diverse international environment of the OECD.

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 who are nationals of OECD member countries.