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User Support Assistant

Category: HR/Org. Development

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Job Description

2Pi-Jobs is acting as an Employment Agency in relation to this vacancy.

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 (System support Wave) will be assisting with system administration and user support tasks, in line with IOM business processes and information management systems good practices.

Job Responsibilities

Complete training and reference materials assigned by the supervisor.
Perform monitoring tasks and perform first line investigation of system alerts.
Review end user issues and identify approved solutions that can be applied, or interim workarounds.
Escalate complex or repeating issues to the supervisor or to other support groups as relevant.
Collaborate with other support agents in the preparation of solutions articles addressing common issues.
Provide user support coverage during assigned workday and/or evening shifts, rotating Sunday shifts, as required.
Perform other such duties as may be assigned.

Other Educational Qualification

Bachelor’s degree in fields related to ICT and systems administration or a related field.
High school diploma.

Skills

System administrator/ Linux administrator/ Cloud administrator (Oracle OCI would be an advantage).
Workflows and approval processes administration.
Demonstrated application support experience.
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.

Salary

Negotiable

Others

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 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.

Posted By

IOM - International Organization for Migration

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