CONTEXT

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.

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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.

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RELATIONSHIPS

• Internally, interacts mainly with the HR Department

ACCOUNTABILITIES AND 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

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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

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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

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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

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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

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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

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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

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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