Logistics Support Officer (Level 2)

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 page.

Purpose

The Logistics Support Officer (Level 2) provides second-level user support for ERP (JD Edwards) and related applications to all internal ICRC users and stakeholders globally. S/he will be a member of the Global Shared Services unit, in charge of supporting ICRC's logistics division's information systems, knowledge management and learning & development.

Accountabilities & Functional responsibilities

• Provides and ensures timely and appropriate 2nd level ERP support in all functional areas and aspects, by using the standardized support tools (ServiceNow, vFire) to all internal ICRC users and stakeholders based on pre-defined SLA’s and metrics.
• Ensures that unsolved or complex issues are referred to third-level support staff with a detailed analysis of the issues and the explanation of what caused them and how they can be reproduced
• Advises users on the best usage of the system
• Collaborates with ICT Support and Product teams in escalations and problem resolution to best match agreed SLA’s and KPI’s defined
• Contributes to the production of the user support documentation
• Shares knowledge and the best practices with process experts and users and helps in the standardization of the workflows
• Works per defined schedule, optional flexible hours, and teleworking

Professional Experience required

• Economics, Business, or technical sciences background
• Minimum 5 years’ experience in providing end-user technical and/or functional support (ERP support as an asset)
• Good knowledge of an ERP system in Logistics process flows (JD Edwards is a plus)
• Experience in logistics operations in international organizations
• Excellent command of English and/or English/French and/or English/Spanish language (written and spoken)
• Very good analytical skills along with advanced problem-solving skills
• Excellent communication skills, both verbal and written
• Strong history of continuous education and proven drive to increase skill set
• Well organized with the ability to handle multiple tasks and prioritize
• Team player, but eager to take initiative and take ownership

Desired profile and skills

• Experience in working with enterprise-grade service management tools (ServiceNow)
• Experience in software testing
• Knowledge of SQL
• Strongly motivated by humanitarian work

Additional information

• Type of role: End-User Functional Support 2 (801056)
• Working rate: 100%
• Location: BSSC
• Job level: B3
• Length of assignment: Fixed term (12 months with a possibility of extension)
• Type of position: Resident - 3 open positions (The vacancy is open only for persons with Serbian citizenship or personal work permit in the Republic of Serbia)
• Application deadline: 09.03.2024.

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

Only shortlisted candidates will be contacted.