The Human Resources Information Systems (HRIS) Unit is responsible for providing, managing and efficiently maintaining the ICRC’s human resources software, enabling all staff to carry out HR activities and processes. The HRIS Unit brings human resources and information technology together.
Purpose
The End-User Functional Support provides first level of support on functional, procedural and some technical requests/concerns with the HR information system/application. S/he ensures that the information system/application data are accurate and processed in line with the internal rules when assisting the HR users and employees.
Relationships
Internally, interacts mainly with the HR Department
Accountabilities & Functional responsibilities
Business Proximity Hotline Support
Manage the Business Proximity hotline and provide day-to-day functional, procedural and basic technical help to the user communities, building user expertise toward goal of self-sufficiency
Train users on new processes and functionalities via face-to-face and/or web meetings
Request Management, Monitoring & Escalation
Identify, diagnose and resolve level 1 requests and/or cases with the information system/application
Optimize usage of HR Ticketing tool to answer level 1 requests. Make sure that categorization (priority and complexity) are correct and follow established Service Level Agreement
Proactive following-up pending tickets with requesters
Escalate incidents and problems to respective Application Manager and/or immediate manager
Process Documentation & Maintenance
Create and maintain a knowledge base to support end-users for different HR applications
Submit documentation updates as necessary linked to the Quality Assurance plan
Contribute to develop and maintain updated self-guided training materials to ensure self-sufficiency of system use
Liaise with End-User Training Manager and/or coordinate with Learning & Development Unit and module leaders to create, publish, and maintain new end-user training materials as part of global roll-out of HRspace module
Data Quality & Process Improvement
Control and ensure data quality, instruct users to make the necessary corrections
Suggest process improvements within Functional Support or all HRIS levels
Participate on discussions related to process clarification and process link to other HR Shared Services teams
Business Relationship
Foster professional relationship with HR services providers and ICRC employees
Create channel of communication and discussion to customers in using different HR applications/systems
Maintain close coordination with HRIS members for effective and efficient working environment
Additional Duties
The employee is required to work on shifting schedule, at times including Sundays
The employee is expected to apply his/her knowledge of the French language in supporting customers and carrying out the role of a HRIS BPS Officer
Selection Requirements
University Degree in Human Resources / Administration or related courses
3 years professional experience with at least 2 years in helpdesk, with exposure in various HR management systems
Exceptional customer service orientation
Excellent computer literacy (Excel, Word)
Experience and knowledge in using HR Information systems, in particular SAP SuccessFactors
Knowledge of ITIL Foundation is an advantage
Great attention to detail and has the ability to excel in a challenging and new environment
Fluent in English; working knowledge of French is an asset
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: 01 August 2024
Target Start Date: 15 September 2024
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.
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