Officer, ERP HR Applications Support Specialist

The position holder is a specialist in Information Systems used by Enterprise Resource Planing solutions notably the HR platform of the D365 suite of products and other specific systems used by HR department and all IFRC employees (payroll, learning and recruitment platform).

The purpose of the job is to:

• Deliver a high quality HR business applications support services.
• Guarantee data information security, availability and integrity through strong operational competencies using the ITIL framework;
• Provide specific business applications support to professional users in various departments
• Ensure all systems meet business expectations, maintain the respective systems up-to-date by undertaking proactive systems maintenance, and participate in projects towards new systems implementation;
• Develop operational procedures aligned with the support activities requirement, maintain them up to date and provide structured support recommendation to the various IFRC stakeholders and end users.

• Ensure service quality and security, while respecting operating methods defined by quality standards.
• Manage the implementation, support and evolution of ERP components (D365 HR), Payroll, learning platform, recruitment platform and environments applying the standard operational procedures in force within the IT Department.
• Manage operational tools (monitoring and management) to ensure sustainability of HR systems and dependent services for the various IFRC business units and at end user level.
• Maintain the operational knowledge base in the service management tool, record incident, provide quality resolution advises.
• Establish and update operational procedures to warranty ERP services availability in accordance with operational level agreements (OLA).
• Identify, review and participate in the development of D365 HR training solutions to deliver appropriate, cost effective trainings in HR topics for users while promoting on-line training opportunities.
• Support key-users in system integration acceptance testing
• Train key-users and/or end-users
• Collaborate with technical resources around the definition and implementation of system integrations 
• Participate in all activities related to providing adequate and stable ERP systems and services to all IFRC stakeholders distributed across 5 regions.
• Contribute actively to the overall satisfaction level of IFRC end users while develop and promote effective working relationship within the ERP Team, the wider IFRC and the RCRC movements including ICRC.
• Manage personal knowledge and continuously update your skillset on various systems and applications used at IFRC.
• Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.
• Communicate effectively with the various IFRC stakeholders, including those within the IT sector, share knowledge and be subject matter expert.

Reporting and Documentation

• Identify and complete documentation to maintain efficient operational level, anticipate needs and regularly update operational documentation.
• Create, maintain and improve the knowledge base and knowledge documentation managed through the Service Management Tool.
• Document incidents, problems, changes with relevant information to allow continuous improvement within the support team and the end user satisfaction level.
• Provide periodic reports upon request on D365 HR applications and systems usages, performances, capacity and availability.
• Record and Treat operational information (general and specific) accurately and confidentially.

Operations support

• Ensure the smooth operations (administration, patching, monitoring and optimization) of the IFRC D365 HR systems and running services within IFRC quality standards. 
• Perform functional analysis of the business requirements and determine best approach to support functional needs. 
• Provide expertise and advises to business partner(s) on ERP best practices usage and workflow processes. 
• Prototype, setup and adapt ERP components in alignment with operational standards and procedures and aligned with business needs and functional experts inputs. 
• Warranty established operational level agreements for all ERP based application systems, components and services in alignment of established operational procedures for IFRC worldwide. 
• Develop rigorous operational procedures upon requirement and provide expected quality of support level in operations. 
• Support the D365 HR applications environments within the ITIL framework during incidents, configuration, problems, troubleshooting and resolution phases. 
• Report on changes and events within the scope of support activities which could have and operational impact on the service availability.
• Guarantee production systems availability while ensuring resolution time commitment (OLA/SLA) and prioritize high quality support services to the end users community.
• Make proposal for new tools or methods to improve solutions, applications and tasks undertaken by the business application support unit.
• Manage technologies to support information privacy, confidentiality, security, integrity and availability requirements.
• Follow and apply industry standards and best practices; implement external compliance requirements to ensure proper operations and standardization of operational environment.
• Be proactive in identifiying and implementing opportunities to improve operation outcomes.
• Act as knowledge backup to other areas of expertise within the GSC-IT unit.
• Ensure a good collaboration with all the IT support team involved in ERP HR support activities

External Relation

• Maintain regular contact with end users within the Secretariat as required. Travelling to Geneva HQ may be occasionally required, in order to execute effective collaboration with HR department and ERP Project Team.
• Maintain all SLA / OLA contacts with external suppliers and HR team during the system operation or request fulfilment process.

Office Activities 

• Adhere to all administrative procedures linked to his/her work. 

Required:

• Bachelor’s degree in computer sciences discipline or related field. 
• Certification or proven experience in D365 Talent module 

Preferred:

• Business analyst or project management or SCRUM professional certification. 

Required:

• Minimum 5 years of professional experience in business applications support 
• Minimum 3 year of professional experience in roll-out, maintenance, upgrades and developing extensions/customisations for D365 Talent 
• Minimum 5 year of professional experience in business requirements analysis 

Required:

• Excellent knowledge of D365 Talent module 
• Proven record of D365 Talent module implementation and/or support
• Proven record of business analysis and project implementation 
• Proven team player, ability to adjust in different cultures and languages 
• Adept at analysis, problem solving, solutions and end-user oriented 
• Affinity for team work, collaborative attitude, open-minded and adaptable 
• Well organized, able to work under pressure and manage emergencies 
• Good analytical skills to interpret problems, identify solutions and possible side effects 
• Fluently spoken and written English. 

Preferred:

• Experience of Microsoft Common Data Service and the Microsoft Power Platform 
• Good command of another IFRC official language (French, Spanish or Arabic); Knowledge of Hungarian is an asset. 

• Accountability 
• Teamwork 
• Development 
• Integrity  
• Strategic Orientation 
• Collaborating, influencing 
• Managing performance 
• Building alliances 
• Building trust 
• Effective communication 

This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.