Functional Application Support Specialist

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.

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

Purpose

The Project & Activity Management (PAM) Functional Support Specialist acts as subject matter expert to enable an efficient use of a new application for managing ICRC operational field projects & activities.

S/he provides Level 2 functional/application support to end-users, assisting when they encounter problems channeled through tickets escalated from the Level 1 global support.

S/he maintains reference data, supports users to improve data quality and ensures data is processed in line with the internal rules.

S/he keeps track of recurrent functional/application problems, performs root cause analysis, and builds & improves the application Knowledge Base accordingly.

In addition, the Functional Support Specialist acts as a bridge between users and the product team throughout the duration of the project, provides user feedback, participates to some team meetings, contributes to solution testing, and directly supports the rollout of subsequent application releases by contributing to the creation & improvement of training materials and delivers virtual training sessions.

S/he is expected to use proactive and a client-oriented approach, ensuring smooth and efficient communications with the users and all relevant stakeholders.

Accountabilities & Functional responsibilities

• Identifies, diagnoses, and resolves level 2 issues from escalated tickets.
• Resolves standard user requests regarding PAM functionalities.
• Administers the application e.g., user permissions, reference data values, standard customizations.
• Escalates complex queries to level 3 support or to L2 technical support.
• Follows-up on ticket resolution with users and ensures documentation of all interactions.
• Responds to and resolves user inquiries through various channels.
• Collaborates with the support community covering interrelated applications.
• Monitors data quality, interacts with key users to address quality issues and instruct end users.
• Verifies the quality of institutional reports generated in the application.
• Anticipates, identifies, performs root-cause analysis and documents recurrent issues by updating the Knowledge Database to enable Level 1 support.
• Diagnoses, describes, and reports malfunctions accurately and suggests solution improvements.
• Contributes to improving the Knowledge Database & other support documentation.
• Acts as a liaison between end-users and the project team, communicating to users and relaying their feedback to the team.
• Participates in testing of new solution versions.
• Contributes to the creation & maintenance of PAM learning and support materials.
• Organizes Webinars and online trainings for new and existing users to share and promote best practices.
• Assists in training ahead of system rollouts or new releases.

Professional Experience Required/Certificate/Education required

• University degree, preferably in Business Administration, Information Management Systems, Engineering, or equivalent studies.
• English proficiency is a must. Knowledge of French and/or Spanish is an asset.
• 5+ years’ experience in data management and analysis and exposure in various business management systems.
• 3+ years of end-user functional support experience.
• Knowledge of Customer Relationship Management, web & mobile technologies and Business Intelligence (BI) Tools is an asset.
• Knowledge of Support Ticket System (Jira, VSM, vFire etc.) and of TFS is an advantage.
• Experience in training delivery (or training materials development) is an advantage.
• Experience with working on projects / product management and exposure to change management techniques are an advantage.

What we offer

• Work and progressive professional development in an exciting international humanitarian environment.
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.
• Stimulating benefits package.

Additional information

• Type of role: End-User Functional Support 2(801056)
• Working rate: 100%
• Location: BSSC (Tresnjinog cveta 1, Belgrade)
• Job level: B3
• Length of assignment: Open-ended
• 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: 06.01.2025.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

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

Only shortlisted candidates will be contacted.