Officer, ERP Applications Support Specialist

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 191-member National Societies. The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by National Societies with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” The IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of the IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality.

IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services.

IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. IFRC also has country cluster delegation and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat.

Background to the position

In virtually all countries, people increasingly rely on and expect a diverse range of digital services (e.g., through their mobile devices) to interact with local government, companies, and community organizations and services. This disruption is already happening to humanitarian assistance. Yet, the Digital Divide remains a persistent and significant challenge at both national and local levels.

The need for a successful and large-scale digital transformation is urgent. And Digitally Transforming the IFRC and its 192 members is a complex process which requires collaborative action and support across the membership.

Therefore, the IFRC recently developed a Digital Transformation Strategy which was approved by the IFRC Governing Board in May 2021.

The Digital Transformation Department (DTD) has full leadership responsibility for the implementation of the digital transformation strategy and the positive impact it will have on the 192 National Society members of the IFRC. The DTD provides strategic leadership and guides the IFRC Secretariat as well as the members network to adapt and innovate humanitarian services, drawing on digital services, data-enabled decision-making, and other opportunities for digital transformation in support of the IFRC’s Strategy 2030. In addition, the DTD is responsible for the development and implementation of business transformation, information technology and digitalization services throughout the IFRC Secretariat, thereby supporting the same transformation in 192 national societies, setting the vision, and drawing stakeholders together on this digital journey.

The position holder is a specialist in Information Systems used by Enterprise Resource Planning solutions of the D365 suite of products and other specific systems used by all IFRC employees.

The purpose of the job is to:

• Deliver a high quality of business application support services.
• Guarantee data information security, availability and integrity through strong operational competencies
• Provide specific business applications support to professional users in various departments

Develop operational procedures aligned with the support activities requirement, maintain them up-to-date and provide structured support recommendation to the various IFRC stakeholders and end users.

General:

• Establish and update operational procedures: Ensure ERP services availability in accordance with operational level agreements (OLA).
• Ensure service quality and security: Adhere to operating methods defined by quality standards.
• Collaborate with other teams: Work closely with other streams’ Officers, Business System Analysts, and Solution Architects to identify and resolve incidents, forwarding them to external resolvers after thorough analysis.
• Report on changes and events: Monitor and report any changes or events within support activities that could impact service availability.
• Manage technologies: Support information privacy, confidentiality, security, integrity, and availability requirements.
• Follow industry standards: Apply industry standards and best practices.
• Support end users: Assist in user acceptance testing for incidents and problems.
• Record and treat operational information: Maintain accurate and confidential records of operational information.

Operational Support:

• Provide expertise and advice to business partner(s) on ERP best practices and workflow processes
• Follow ERP processes: Adhere to communicated incident, service request, problem, and change ERP processes, supporting D365 within the ITIL framework during resolution.
• Manage operational ticketing tools (MSM, DevOps, etc) with professionalism and continuously check possibility to improve them
• Analyse and manage tickets: Analyse incoming incidents, service requests and problem tickets, performing functional analysis to determine the best support approach. Make sure, frequent incidents are tracked and suggest root cause analysis process on them in problem tickets
• Contribute to problem resolution: Collaborate with technical teams to resolve issues.
• Provide end-user training: Offer training to end users to ensure smooth operation of business applications and effective use of ERP systems
• Track KPIs: Collaborate with Business Systems Analysts to track key performance indicators (KPIs) and identify areas for improvement.

Collaboration:

• Report to the Business System Analyst about ongoing support activities and work on priorities together
• Contribute actively to the overall satisfaction level of IFRC and users while develop and promote effective working relationship within the ERP team
• Manage personal knowledge and continuously update skillset on various systems and applications used at IFRC
• Be proactive in identifying and implementing opportunities to improve operation outcomes and continuously check possibilities for improvement during work, such as operational processes for ticket handling, end user/other business communication, ERP team contribution, etc.
• Act as knowledge backup to other areas of expertise within the ERP support team

Reporting and Documentation:

• Identify and complete documentation to maintain efficient operational level, anticipate needs and regularly update operational documentation
• Create, maintain and improve the knowledge base and knowledge documentation managed through the Service Management Tool

Document incidents, problems, changes with relevant information to allow continuous improvement within the support team and the end user satisfaction level

Duties applicable to all staff
1. Actively work towards the achievement of the Federation Secretariat’s goals
2. Abide by and work in accordance with the Red Cross and Red Crescent principles
3. Perform any other work-related duties and responsibilities that may be assigned by the line manager
4. Do whatever it takes, with a positive can-do attitude to ensure success of the DT strategy, goals and objectives.

Required

• Associate Degree, BsC or MsC degree in informatics, economics, finance or any other relevant fields

Preferred

• ITIL 4 Foundation certification
• Certification or proven experience in D365 modules

Required

• Minimum 3 years of professional experience in business applications support
• Minimum 3 years of professional experience in support, roll-out, maintenance, upgrades and developing extensions/customizations for D365 F&O or other ERP
  

Preferred

• Experience in business requirement analysis

KNOWLEDGE AND SKILLS

Required

• Excellent knowledge of D365 respective module
• Proven record of D365 module implementation and/or support
• Proven record of ERP Support
  
• Proven team player, ability to adjust in different cultures and languages
• Adapt at analysis, problem solving, solutions and end-user oriented
• Affinity for team work, collaborate attitude, open-minded and adaptable
• Well organized, able to work under pressure and manage emergencies
• Good analytical skills and interpret problems, identify solutions and possible side effects

Preferred

• Experience of Microsoft Common Data Service and the Microsoft Power Platform

LANGUAGES

Required

• Fluently spoken and written English

Preferred

• Good command of another IFRC official language (French, Spanish or Arabic)

Values: Respect for diversity; Integrity; Professionalism; Accountability.

Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust.