HR Business Proximity Support Officer

Job Purpose

The HR Information System Unit is responsible for the management and maintenance of HR information system and HR applications in the ICRC and ensures that acceptable level of user experience on these tools is attained and maintained. The unit provides functional, procedural and technical support to HR service providers and ICRC employees in HQ and in the field.

In MSSC, HRIS team is within the HR Shared Services unit for the delivery of administrative functions and activities supported by different HR applications, specifically related to ICRC HQ and mobiles employees.

Main Responsibilities:

A) 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

· Identifies, diagnoses and resolves level 1 requests and/or cases with the information system/application

· Train users on new processes and functionalities via face to face and/or web meetings

B) REQUEST MANAGEMENT, MONITORING & ESCALATION

· 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

· Be proactive in following-up pending tickets with requesters

· Escalates incidents and problems to Functional Support 2 or, if necessary, to the immediate manager

C) 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 (e-learning, videos etc) as part of global roll-out of HRspace module

D) DATA QUALITY & PROCESS IMPROVEMENT

· Control and ensure data quality, instruct users to make the necessary corrections

· Suggest process improvements within and outside Business Proximity Support level

· Participate on discussions related to process clarification and process link to other HR Shared Services teams

E) 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

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 (optional)