VN 025-030/2026 User Support Assistant (Wave)

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 direct supervision of the Senior User Support Associate (Wave), the User Support Assistant (Wave) will assisting with Tier 2 tickets raised by Wave end users, in line with IOM business processes and information management systems good practices.

Responsibilities

In the area(s) of Wave functionality specified by the Supervisor, the successful candiadate shall:

1. Complete training and reference materials related to the subject areas assigned by the supervisor.

2. Review issues escalated to Tier 2, to clarify user requests support the resolution path, by following established procedures and the incident management process.

3. Assist user in applying approved business solutions in line with IOM established business processes.

4. Assist users in sing Wave to achieve the intended results.

5. Accompany the user during the resolution process, including application of approved interim workarounds and implementation steps.

6. Escalate complex issues to the supervisor or to Tier 3 as relevant.

7. Identify and escalate repeating issues to the supervisor.

8. Support collaboration with Tier 1 in the preparation of solutions articles addressing common issues.

9. Provide user support coverage during assigned workday and/or evening shifts, rotating Sunday shifts, as required.

10. Perform other such duties as may be assigned.

Qualifications

EDUCATION

• High school diploma with four (4) years of relevant experience; or,

• Bachelor’s degree in fields related to Wave’s core functions (Accounting, Treasury, Supply Chain Management, Human Resources) or business management/administration from an accredited academic institution and two (2) years of relevant experience.

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

EXPERIENCE

Experience working on the relevant modules of an ERP system in one or more of these areas:

• Procurement processes

• Receipts, Inventory Management and Warehousing processes

• Accounting / Finance / Treasury

• Project budgeting and reporting

• Human Resources / Compensations & Benefits / Leave and Absence / Recruitment

• Payroll

• Workflows and approval processes   

SKILLS

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

• Ability to process information and manage multiple requests simultaneously.

• Good task prioritization and organizational skills.

Ability to follow established procedures and information management process.

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 three 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 – behavioral indicators (Level 1)

• 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.

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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