End-User Functional Support

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The End-User Functional Support ensures that the information system/application data are accurate and processed in line with the internal rules when assisting the users, maintaining the referential and giving access rights. S/he is the first level of help when internal customers encounter problems with the information system/application.

Relationships

• Internally, interacts with employees, HR service providers, application Managers and BPOs or in Manila with Finance & Administration unit, Head of Internal Control, Head of Financial Shared Service, concerned departments and delegations in Geneva and in the field.
• Externally, may interact with external suppliers and service providers.

Accountabilities & Functional responsibilities

ERP Functional Support

• Identifies, diagnoses and resolves level 1 and 2 problems with the information system/application. Escalates problems to level 3 if necessary.
• Manages and maintains the data referential according to the internal rules and procedures.
• Diagnoses, describes, reports malfunctions accurately and suggests improvements to the application responsible.
• Delivers regular reports.
• Controls and ensures data quality. Instructs users to make the necessary corrections.
• Contributes information to the support knowledge base; reviews others content and advises on areas of improvements
• Documentation of best practices in internal procedures on handling incidents and requests.
• Raises bugs and defects including documentation
• Participates in non-regression testing

Project Officer Support 

• Coordinates with FAD Project managers to assist projects in activities such as building specifications or mock-ups, documentation and development quality assurance thru testing
• Creates specifications and mock-ups for user-interface layouts to improve user experience
• Conducts functional test, document test results – reports bugs directly to the developers
• Participates in scrum meetings with the developers to monitor bug fixes
• Conducts knowledge transfer and prepares documentation to the functional support team

Additional Duties

• Respect and observe the staff regulations of the ICRC in Philippines
• Participate to MSSC general meetings
• The employee may be required to work overtime in line with the needs of the department/metier

Selection Requirements

• Bachelor’s degree in accounting, Computer Science, Information Systems or related field
• Must have strong functional knowledge of Finance, Accounting, Accounts Receivable, Accounts Payable and General Ledger modules with understanding of Supply Chain processes
• Exposure in various business management or ERP software (e.g.. Peoplesoft, SAP, MS Dynamics, Oracle, Infor, etc.). Knowledge of JD Edwards EnterpriseOne is an advantage
• 3-5 years professional experience with 2+ years relevant work experience in Helpdesk field
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, etc.)
• Excellent communication skills – oral and written. Knowledge in French and/or Spanish is an asset
• Willing to work on a graveyard schedule or night shift

The following skills will be an advantage:

• Background in Management Information System
• Knowledge in SQL, Macro VBA
• Knowledge of Business Intelligence (BI) Tools is an advantage
• CPA / CISA certifications
  

What we offer

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule

Application Reminders

If this sounds like a good fit for you, kindly apply through the Apply now button below and attach a copy of your updated and comprehensive resume along with your motivation letter.

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Deadline of Application: 25 July 2024

Target Start Date: Immediately

Office Address: 32/F Petron Megaplaza, 358 Sen. Gil Puyat Ave., Makati City, Philippines

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Only shortlisted candidates will be notified.

This vacancy is open for Philippine residents only.