VN 016/2026 National Customer Service Support Officer

Job Description

IOM has undertaken a Business Transformation process, a priority driven by IOM’s Internal Governance Framework (IGF) initiative including a global review of its enterprise resource planning management (ERP)-based process flows to update its systems and establish a fit-for-future way of working globally. Since January 2025, the ERP used at IOM is Oracle Cloud Fusion ERP, internally known as Wave. Other systems that integrated with Wave, such as Salesforce, PRIMA SharePoint system and related satellite technologies complete the information systems landscape.

Under the supervision of the GSSC National Customer Service Officer, the National Customer Support Officer will assist in coordinating a team of Tier 1 and 2 support agents, with a particular focus and direct responsibility over T1 support agents. The incumbent will participate in monitoring the quality of service of Wave Tier 1-2 support, adherence to Incident and Problem Management processes, and collaborate with the other teams involved in Wave support.

The successful candidate will support the continuity of operations during out-of-business hours shifts.

Responsibilities

In support of the National Customer Service Officer, as tasks are delegated, and in particular for out of hours shifts, the successful candidate shall:

1. Support adherence and continuous improvement in Incident and Problem Management processes.

2. Monitor service level performance and follow up on identified operational blockages. 

3. Monitor the quality of answers through surveys and feedback and address needs for training, clarification and corrective actions.

4. Facilitate resolution of long-standing incidents related to problems and/or escalations. 

5. Maintain live reports, providing accurate status updates to business and technical management. 

6. Maintain on-going collaboration with business functions, the Corporate Solutions unit, and other support teams.

7. Support knowledge management activities related to incident resolution.

8. Coordinate shifts and overtime rosters, including non-core business hours coverage, in consultation with the supervisor.

9. Ensure the availability of training and support resources to enable Tiers 1 and 2 agents to conduct their activities.

10. Perform other such duties as may be assigned.

Qualifications

Required Qualifications and Experience

Education

• Bachelor’s degree in fields related to Wave’s core functions (Accounting, Treasury, Supply Chain Management, Human Resources), Information Management/Technology, or business management/administration from an accredited academic institution with two years of relevant experience; or

• Master’s degree in above-mentioned fields.

• Oracle certifications related to Oracle Cloud ERP modules is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Technical and/or functional experience working with an ERP system

• Experience coordinating a team.

• Experience related to information system incident and problem management processes.

Skills

• Ability to liaise effectively with internal technical and business stakeholders.

• Ability to develop strong relationships in a team and with organisational partners.

• Understanding of one or more functional areas covered by the ERP (Finance, Supply Chain, Projects Funding, HR and Payroll). 

• Understanding of ERP and information systems concepts. 

• Ability to learn new systems. 

• Ability to process large volume of information and handle multiple topics simultaneously.

• Demonstrated ability to prioritize tasks, adjust to critical incidents and work under pressure.

• Ability to drive systematic use of an information process (incident and problem management processes).

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For this position, fluency in English is required (oral and written).

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Please refer to this link for guidance on IOM Job Category.

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
4. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
5. IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
7. No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

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