VN 017-024/2026 Sr. User Support Associate (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 supervision of the GSSC Customer Service Manager, the Senior User Support Associate (Wave) will be responsible for the support of Tier 2 tickets raised by Wave end users, for their functional area, 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 incumbent shall:

1. Maintain advanced knowledge of the subject areas assigned by the Supervisor through provided training and reference materials, covering both business processes and technical configuration aspects of Wave.

2. Investigate issues escalated to Tier 2 to determine user requirements, identify the cause of the issue and define the best resolution path, following the incident management process.

3. Advise user on business resolution, in line with IOM approved business processes.

4. Advise users on the use of Wave to achieve the intended results.

5. Accompany the user during the resolution process, with potential interim workarounds and resolution implementation.

6. Escalate identified technical issues to Tier 3, providing accurate analysis, supporting information, and steps to reproduce the problem.

7. Escalate identified business process gaps to the business teams to obtain guidance and initiate processes clarifications.

8. Identify common issues and follow the problem management process to resolve the common root cause.

9. Partner with Tier 1 to develop Solutions articles to common issues.

10. Coordinate support activities performed by staff under their supervision.

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

12. Perform other such duties as may be assigned.

Qualifications

Required Qualifications and Experience

Education

• High school diploma with six years of relevant experience; or,

• 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.

• 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 functional 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

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

• Ability to acquire and apply technical and system administration knowledge. 

• Ability to manage multiple requests and priorities in a fast-paced support environment.

• 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.

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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