HR Business Proximity Support Officer

Job Purpose The HR Information System Unit is responsible for the management and maintenance of HR information system and HR applications in the ICRC and ensures that acceptable level of user experience on these tools is attained and maintained. The unit provides functional, procedural and technical support to HR service providers and ICRC employees in HQ and in the field. In MSSC, HRIS team is within the HR Shared Services unit for the delivery of administrative functions and activities supported by different HR applications, specifically related to ICRC HQ and mobiles employees.Main Responsibilities:A) BUSINESS PROXIMITY HOTLINE SUPPORT  Manage the Business Proximity hotline and provide day-to-day functional, procedural and basic technical help to the user communities, building user expertise toward goal of self-sufficiencyIdentifies, diagnoses and resolves level 1 requests and/or cases with the information system/applicationTrain users on new processes and functionalities via face to face and/or web meetingsB) REQUEST MANAGEMENT, MonITORING & ESCALATIonOptimize usage of HR Ticketing tool to answer level 1 requests. Make sure that categorization (priority and complexity) are correct and follow established Service Level AgreementBe proactive in following-up pending tickets with requestersEscalates incidents and problems to Functional Support 2 or, if necessary, to the immediate manager C) PROCESS documentATION & MAINTENANCECreate and maintain a knowledge base to support end-users for different HR applicationsSubmit documentation updates as necessary linked to the Quality Assurance planContribute to develop and maintain updated self-guided training materials to ensure self-sufficiency of system useLiaise with End-user Training Manager and/or coordinate with Learning & Development Unit and module leaders to create, publish and maintain new end-user training materials (e-learning, videos etc) as part of global roll-out of HRspace moduleD) DATA QUALITY & PROCESS IMPROVEMENT Control and ensure data quality, instruct users to make the necessary correctionsSuggest process improvements within and outside Business Proximity Support levelParticipate on discussions related to process clarification and process link to other HR Shared Services teams E) BUSINESS RELATIONSHIP Foster professional relationship with HR services providers and ICRC employeesCreate channel of communication and discussion to customers in using different HR applications/systemsMaintain close coordination with HRIS members for effective and efficient working environmentSelection Requirements:University Degree in Human Resources / Administration or related courses3 years professional experience with at least 2 years in helpdesk, with exposure in various HR management systemsExceptional customer service orientationExcellent computer literacy (Excel, Word)Experience and knowledge in using HR Information systems, in particular SAP SuccessFactors Knowledge of ITIL Foundation is an advantageGreat attention to detail and has the ability to excel in a challenging and new environmentGood command in the English language; working knowledge of French language is an assetWHAT WE OFFER: Diverse and humanitarian-minded workforceAn opportunity to contribute to institutional efforts to protect and assist conflict victims worldwideTraining opportunitiesFlexible work schedule (optional)HOW TO APPLY:  For interested candidates, please click “APPLY NOW” and be sure to upload your updated CV or resume through Jobstreet.comprehensive and updated resumemotivation letter Deadline of application: 6 October 2022  Start date: Immediately  Office Address: 32/F Petron Mega Plaza, 358 Sen. Gil Puyat Ave., Makati City, Philippines www.icrc.org www.facebook.com/icrc www.twitter.com/icrc www.linkedin.com/company/icrc  *only short-listed candidates will be notified.*Open for Philippine Nationals only.