VN 015/2026 National Customer Service 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 Business Support and Improvement Manager, the National Customer Service Officer coordinates and supervises a team of Tier 1 and 2 support agents. In this role, the Successful candidate ensures the quality of service of Wave Tier 1 and 2 support, adherence to Incident and Problem management processes, and serves as the primary coordination focal point, maintaining close collaboration with the other teams involved in Wave support, particularly the Corporate Solutions Unit (CSU) located in Valencia for guidance and Tier 3 issue interfacing.

Responsibilities

In the context of Wave Tier 1-2 support, the successful candidate shall:

1. Drive adherence and continuous improvement in Incident and Problem Management processes.]

2. Monitor service level performance and take operational action to address blockages.

3. Monitor the quality of answers through surveys and feedback, and define and implement training, clarification and corrective actions.

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

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

6. Maintain tight and on-going collaboration with the business functions, the Corporate Solutions Unit, other Wave support teams to ensure service alignment.

7. Maintain and promote knowledge management for incident resolutions.

8. Plan, review and adjust staffing coverage of the functional areas in scope of support.

9. Coordinate and administer shifts and overtime roster scheduling, including implementation of mitigation measures in response to unplanned absences.

10. Ensure the availability and effective use of training and support resources to enable Tier 1-2 agents to conduct their activities.

11. Supervise staff performance and implement the IOM Performance Management process.

12. Perform other such duties as may be assigned.

Qualifications

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 four years of relevant experience; or,

• Master’s degree in above-mentioned fields and two (2) years of relevant experience.

• 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.

• Team management, resourcing, workload, performance management.

• Information system incident management and problem management with a large cross-functional team.    

SKILLS

• Demonstrated ability to liaise effectively with internal technical and business stakeholders.

• Demonstrated ability to develop strong relationships vertically and transversely.

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

• Understanding of ERP and information systems technical concepts. Note: Solid technical expertise will be a plus.

• Ability to learn and adjust methods to new systems. 

• Ability to adapt work and team organisation to changes.

• 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)

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 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.

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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