Platform Trainer and Functional Support Specialist

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.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Purpose

The Platform Trainer & Functional Support will be a key player in the global deployment of the SAFE platform to all delegations and operational field sites.

They actively support the SAFE project manager and change manager in creating, enhancing, dispensing and updating training material as needed.

They independently ensure that the SAFE data is accurately fed, displayed and processed in line with the internal Standard Operating Procedures (SOPs) when assisting the users, maintaining the referential and ensuring adequate access rights. They are a subject matter/ process expert and support first-level assistance when internal customers encounter problems with the information system/application.

Training

Accountabilities & Functional responsibilities

• Carries out and provides support for SCMS capacity building courses generally, and SAFE platform deployment training and support specifically.
• Contributes to designing, developing, planning and evaluating capacity-building programs and materials.
• Delivers training to field staff as instructed by the line manager.
• Contributes to carrying out and analyzing learning needs evaluations with delegations.
• Contributes to the administrative and logistical organization of SAFE platform deployment training and support programs.
• Carries out evaluation and reporting related to their training and support.

Functional Support

• Identifies, diagnoses and resolves level 1 and 2 problems with the information system/application. Escalates problems to level 3 if necessary.
• Monitors the data referential and ensures it is adequately reflected in the platform.
• Ensures that all users have the correct access rights according to their functions, location, internal rules and confidentiality.
• Diagnoses, describes and reports malfunctions accurately and suggests improvements to the project team or platform owner.
• Delivers regular reports.
• Controls and ensures data quality. Instruct users to make the necessary corrections.
• Participates in the UAT campaigns.
• Contributes to the evolution and maintenance of tools by reporting recurrent incidents to the project and maintenance team.
• Maintains and adds to the knowledge Database so that the central service desk is able to solve as many problems as possible.

Relationships

• Internally, interacts within the region with the Delegation Learning & Development Manager, the HR Managers, Heads of Support, regional and headquarters-based learning and development staff and programme participants.
• Externally, interacts with learning and development service providers.

Professional Experience Required / Required Skills

• At least 6 years of overall professional experience.
• Experience in training-related fields and/or working with learning technologies, in adult learning development, training design, and delivery.
• Experience with help desk procedures, user support or system maintenance and corporate service management tools (Ticketing tool) is an asset.
• Ability to work effectively with users, managers and other stakeholders.
• Experience in training and dispensing content (primarily in English) moderating working groups, as well as content creation, and designing presentations.
• Experience with the use, deployment or training of information systems.
• Highly meticulous with a keen attention to details and needs analysis.
• Able to work in a multicultural environment, managing a multicultural crowd, with good listening skills.
• Well organized, able to work under pressure and manage multiple priorities.
• End-user service oriented, open-minded and adaptable.

Certifications / Education required

• University degree or equivalent experience.
• Good command of English, the main working language, knowledge of other working languages of ICRC (Spanish, French) is an asset.
• Computer proficiency.

Additional information

• Type of role: Trainer 2 (800316)
• Working rate: 100%
• Location: Belgrade Shared Services Centre in Belgrade, Republic of Serbia
• Job level: B3
• Length of assignment: 6 months (with a possibility of extension)
• Type of position: Resident (The vacancy is open only for persons with Serbian citizenship or personal work permit in the Republic of Serbia)
• Application deadline: 30.01.2024.

If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

What we offer

• Hybrid and full remote working models are available.
• Stimulating benefits package.
• Work and progressive professional development in an exciting international environment.
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.