International Committee of the Red Cross (ICRC)

HRIS End-User Support Officer (French Proficient)

International Committee of the Red Cross (ICRC)

Job Description

The Human Resources Information Systems (HRIS) Unit is responsible for providing, managing and efficiently maintaining the ICRC’s human resources software, enabling all staff to carry out HR activities and processes. The HRIS Unit brings human resources and Information Technology together.

The End-User Functional Support Officer independently ensures that the Information System/application data are accurate and processed in line with the internal rules when assisting the HR users and employees. S/he is a subject matter/process expert and supports first level assistance when internal customers, HR service providers encounter problems with the HR information system/application.

Main Responsibilities:

A) REQUEST MANAGEMENT, MONITORING & ESCALATION

§ Identify, diagnose and resolve level 2 tickets with HRIS applications to internal customers. Handle support for French-speaking population whenever needed.

§ Optimize usage of HR Ticketing tool to answer level 2 requests. Make sure that categorization (priority and complexity) are correct and follow established Service Level Agreement § Proactive following-up pending tickets with requesters § Escalate incidents and problems to respective Application Manager and/or immediate manager B) PROCESS DOCUMENTATION & MAINTENANCE

§ Submit HRIS internal documentation updates as necessary linked to the Quality Assurance plan § Create new documentation once a standard process has been defined by and coordinated with respective Application Manager, module leaders, and Business Process Owners § Communicate changes in documentation to the rest of the HRIS teams C) Data Quality & PROCESS IMPROVEMENT

§ Coordinates with Operational teams in managing the Data Quality dashboard § Control and ensure data quality, instruct users to make the necessary corrections § Suggest process improvements within Functional Support or all HRIS levels § Participate on discussions related to process clarification and process link to other HR Shared Services teams D) Project Management Support

§ Support data alignment activities and tasks for the HRIS project deployment § Update tracking logs and coordinate status of project activities to Team Lead § Undertake any other tasks as agreed with the HRIS Project team E) BUSINESS RELATIONSHIP

§ Foster professional relationship with HR services providers and ICRC employees § Create channel of communication and discussion to customers in using different HR applications/systems § Maintain close Coordination with HRIS members for effective and efficient working environment Requirements:

  • Bachelor’s degree in HR/ business Administration
  • Typically with six years’ professional experience, at least 3 years of which had been in HR administration, HR information system**
  • Experience using and knowledge of HR Information systems, in particular SAP SuccessFactors
  • Knowledge of ITIL Foundation is an advantage
  • Great attention to detail and has the ability to excel in a challenging and new environment
  • Fluent in English and French, minimum B2 level of French is required
Your profile:

  • Excellent interpersonal skills; patient attitude to deal with a variety of situations, personalities and cultures
  • Exceptional customer service orientation
  • Able to troubleshoot problems accurately and works well under pressure
  • Able to listen attentively, speak calmly and document user problems comprehensively are critical traits
  • Can explain diverse technical topics in easy-to-understand language
  • Capable of helping end users with complex Software Applications
Our offer:

  • Diverse and humanitarian-minded workforce**
  • An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide**
  • Competitive salary package**
  • Flexible work schedule**
  • Training opportunities**
*This vacancy is open to Philippine Nationals. ICRC will not facilitate any visa in relation to this employment. Only shortlisted candidates will be notified.

Apply Now