International Organization for Migration (IOM) /Sr. User Support Associate (WAVE)

Overview

Responsibilities

• Provide Tier 2 support for Wave users across assigned functional areas.
• Maintain advanced knowledge of assigned Wave business processes and technical configurations.
• Investigate escalated issues and identify user requirements, root causes, and resolution paths.
• Advise users on approved business processes and effective use of Wave.
• Support users throughout the resolution process, including workarounds when needed.
• Escalate technical issues to Tier 3 with accurate analysis and reproduction steps.
• Escalate business process gaps to the relevant business teams.
• Identify common issues and support problem management processes.
• Partner with Tier 1 support to develop solution articles for recurring issues.
• Coordinate support activities performed by staff under supervision.
• Provide support coverage during workday, evening, and rotating Sunday shifts when required.

Requirements

• High school diploma with 6 years of relevant experience, or Bachelor’s degree with 4 years of relevant experience.
• Education in Accounting, Treasury, Supply Chain Management, Human Resources, Information Management, IT, Business Management, or Administration is relevant.
• Technical and functional experience with ERP systems.
• Experience in one or more areas such as procurement, inventory, warehousing, finance, treasury, project budgeting, HR, payroll, recruitment, workflows, or approval processes.
• Ability to liaise effectively with internal technical and business stakeholders.
• Ability to acquire and apply system administration and technical knowledge.
• Ability to manage multiple requests in a fast-paced support environment.
• Understanding of incident and problem management processes.
• Fluency in English is required.
• Oracle Cloud ERP module certifications are an advantage.

Skills