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IRIS Service Desk Assistant

Geneva

  • Organization: ILO - International Labour Organization
  • Location: Geneva
  • Grade: Administrative support - GS-6, General Service - No need for Higher Education - Locally recruited position
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
  • Closing Date: Closed

 

Grade: G6  

Vacancy no.: DC/INFOTEC/G/2020/01

Publication date: 17 January 2020
Application deadline (midnight Geneva time): 9 February 2020

 

 

Job ID: 2385 
Department: INFOTEC 
Organization Unit: TMS 
Location: Geneva   
Contract type: Fixed Term 


 

Under article 4.2, paragraph (e) of the Staff Regulations, the filling of technical cooperation vacancies does not fall under Annex I of the Staff Regulations and is made by direct selection by the Director-General.

 

The recruitment process for General Service positions is subject to local recruitment regulations and Article 4.3 of the ILO Staff Regulations. The ILO may only offer a contract to persons who have a valid residency status in Switzerland or who currently reside in neighbouring France.

 

In order to support the best informed process in the filling of the present vacancy by direct selection, the ILO invites interested candidates to submit their candidature online by the above date.

 

Technical cooperation appointments are not expected to lead to a career in the ILO and they do not carry any expectation of renewal or conversion to any other type of appointment in the Organization. A one-year fixed-term contract will be given. Extensions of technical cooperation contracts are subject to various elements including the following: availability of funds, continuing need of the functions and satisfactory conduct and performance.

 

The following are eligible to apply:

  • ILO Internal candidates in accordance with paragraphs 31 and 32 of Annex I of the Staff Regulations.
  • External candidates *

 

The ILO values diversity among its staff. We welcome applications from qualified women and men, including those with disabilities. If you are unable to complete our online application form due to a disability, please send an email to ilojobs@ilo.org.

 

Applicants may be tested to assess skills in Microsoft Word, Excel and/or PowerPoint, or other skills. In addition to any interview or testing that may be requested of candidates, successful completion of the Assessment Centre is required for external candidates.

 

*Conditions of employment for external candidates: In conformity with existing ILO practice, the appointment of an external candidate will normally be made at the first step of this grade. The entry level salary for this position is 82,401 CHF yearly.

Introduction

 

The position of IRIS Service Desk Assistant is located in the Technology Management Services Branch (TMS) within the Information Management and Technology Department (INFOTEC). INFOTEC is responsible for information management and utilization of technology for the ILO. INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively manage information and use technology to perform its mission. IRIS is the ILO’s implementation of the Oracle Enterprise Resource and Planning system (ERP). It forms the technical backbone of the ILO’s administrative processes supporting Regular Budget and Development Cooperation activities in HQ and in the Regions. The global implementation of IRIS functionality to all External Offices was concluded in 2019, and as each office has come on-stream, a corresponding increase in user support requests to the IRIS Service Desk has resulted.

 

The IRIS Service Desk Assistant is responsible for providing an advanced level of day-to-day functional and business process support to end-users of IRIS applications (e.g. Purchasing, Travel, HR Administration, Strategic Management, Account Payables, etc.) at HQ and in the Regions, with a particular focus on providing assistance on subjects related to Development Cooperation projects. The incumbent will be required to draw on past experience and use of administrative processes related to Finance, Accounting and/or Human Resources. The position will ensure that services provided to the end-users of IRIS, and other applications falling within their area of responsibility, are delivered in a high quality, transparent and customer-oriented manner. Furthermore, analysis of reported incidents and problems will be undertaken in a manner that facilitates dialogue with IRIS Functional and Technical Teams and contributes to the continuous improvement of existing procedures and problem resolution.

 

The position will be assigned work by and receive technical guidance from the Service Desk IRIS Team Lead. The position will report to the Service Desk Manager.
 

 

Description of Duties


1. Analyse and filter incoming issues and inquiries reported by end-users related to IRIS and other systems. Identify what the issue is, if it can be resolved or whether it should be escalated to management.


2. Propose solutions to reported issues, and attempt to isolate problems and establish the root cause to facilitate troubleshooting, when appropriate report and resolve the issue with the appropriate support group.


3. Provide briefing and clarification to users on IRIS functionalities and processes. Conduct or participate in end-user training in a formal classroom setting or on an ad-hoc basis.


4. Document processes/procedures and compile Frequently Asked Questions (FAQ) for the user community on IRIS functionalities, changes in existing procedures or known issues. Assist in the development, maintenance and execution of test scenarios to ensure that business processes/procedures and IRIS application are functioning as expected.


5. Contribute to maintaining and updating IRIS master data and processes to ensure the overall performance of the IRIS functionalities.


6. Log reported questions and issues, and track problem resolution using the HP Service Manager software.


7. Perform other related duties as assigned.

Required qualifications
Education

 

Completion of secondary education supplemented by specialized training in one of the required occupational areas (Finance, Accounting, Human Resources, etc.).

Experience

 

Minimum seven years of progressive responsibility in administrative work areas (such as Finance, Accounting, Human Resources, etc.), including experience in the UN system. A minimum of three years of hands-on user experience with an Oracle Enterprise Resource Planning system is required. Experience in assisting and preparing meetings, training classes and workshops would be an advantage.

Languages

 

Excellent command of two working languages (English, French, Spanish) of the Organization, with the ability to draft well in at least one. Knowledge of a third language is an added advantage.

Competencies

 

Excellent knowledge and understanding of ERP modules integration and complex end-to-end processes (e.g. Procure to Pay, Hire to Pay, Supplier maintenance, Travel, etc.) is required. Ability to work accurately with data. Ability to use automated systems. Ability to perform reliable data entry and retrieval. Ability to follow administrative computer procedures reliably (e.g. backups, data security and system operations). Familiarity with personal computers. Demonstrated competence in the usage of computer applications. Demonstrated ability to respond to needs of computer systems users. Ability to troubleshoot hardware, software & network problems. Ability to learn new technologies. Ability to solve fairly complex problems related to IRIS processes. Ability to train end-users. Effective time management skills and multi-tasking capabilities; ability to work independently and flexibly within a collaborative team environment; demonstrates high motivation, initiative and desire to improve on ways of working. Ability to work in an open space office configuration. Good understanding of relevant administrative processes, policies, and procedures within the UN environment; capability to gather, document and analyse information; ability to suggest solutions and to draw conclusions. Excellent verbal and written communication skills; ability to communicate in a clear and effective manner and to adapt to targeted audience. Ability to effectively identify and meet user needs; ability to build productive user relationships; ability to take responsibility for ensuring user satisfaction. Intermediate level of proficiency with the Microsoft Office suite of products (e.g. Word, Excel, Powerpoint, Visio etc.). Ability to work in a multicultural environment with gender-sensitive and non-discriminatory behaviour and attitude.
 


 

Recruitment process

 

Please note that all candidates must complete an on-line application form. To apply, please visit the ILO Jobs website. The system provides instructions for online application procedures.

 

Evaluation (which may include one or several written tests and a pre-interview competency-based assessment centre) and the interviews will tentatively take place during the 1 to 3 months following the application deadline. Candidates are requested to ensure their availability should they be short listed for further consideration.

 

Fraud warning

 

The ILO does not charge any fee at any stage of the recruitment process whether at the application, interview, processing or training stage. Messages originating from a non ILO e-mail account - @ilo.org - should be disregarded. In addition, the ILO does not require or need to know any information relating to the bank account details of applicants.

This vacancy is now closed.
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