IRIS Service Desk Assistant

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. 

The IRIS Service Desk Assistant is responsible for providing an advanced level of day-to-day functional and business process support to end-users at headquarters and in the field offices. This includes supporting IRIS (e.g. Purchasing, Travel, HR Administration, Strategic Management, Account Payables, etc.) as well as other administrative applications and tools. The Service Desk Assistant is also in charge of creating, publishing and maintaining training documentation for end users (knowledge articles, video tutorials, presentations, information session), working with business counterparts to validate the documentation.

The incumbent will be required to draw on past experience with 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 administrative 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.
 

Specific Duties

1.Analyse and filter incoming issues and inquiries reported by end-users related to IRIS and other administrative applications. 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. Report and resolve the issue with the appropriate support group, as required.
3.Provide briefing and clarification to users on IRIS or other administrative applications functionalities and processes. Conduct or participate in end-user training in a formal classroom setting or on an ad-hoc basis.
4.Identify IRIS documentation needs, validate them with business counterparts, creating publishing and maintaining documentation under different formats (knowledge articles, video tutorials, presentations, exercises), participate in peer review of documentation produced by colleagues, preparing and leading information sessions. Subjects can refer to new or changed IRIS/other administrative applications processes, procedures or functionalities or known issues.
5.Assist in the development, maintenance and execution of test scenarios to ensure that business processes/procedures and IRIS application / other administrative applications are functioning as expected.
6.Contribute to maintaining and updating IRIS master data and processes to ensure the overall performance of the IRIS functionalities.
7.Log reported questions and issues, and track problem resolution using the Jira Service Management software.
8.Perform other related duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1.Provide quality and timely support services to the departments of the Office concerning computers and computer solutions.
2.Answer complex inquiries and give assistance concerning complicated computer- related questions.
3.Operate and administer Office and departmental computer systems using specialized equipment and software.
4.Participate in meetings, activities and projects aimed at improving service levels to the Organization.
5.Provide other computer support services as needs arise.
6.May have some limited supervisory responsibilities.
 

Required qualifications

Education

Completion of secondary education supplemented by specialized training in computers and computer systems.

Experience

Minimum six years of progressive responsibility in administrative work areas (such as Finance, Accounting, Human Resources, etc). 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 official languages (English, French, Spanish) of the Organization, with the ability to draft well in at least one. A working knowledge of a third official language is an added advantage.

Competencies

In addition to the ILO core competencies, this position requires:
 

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 edit program scripts. 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 and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.