VN 079/2026 User Support Assistant (finance)

Organizational Context

IOM is undergoing a Business Transformation initiative to update its enterprise resource planning (ERP) systems and establish a future-ready operational model. Since January 2025, IOM has implemented Oracle Cloud Fusion ERP, known as Wave, integrated with other systems like Salesforce and PRIMA. This role supports the Wave ERP system.

Job Purpose

The User Support Assistant (Wave) will provide Tier 2 technical support to end-users of the IOM Wave ERP system, which is Oracle Cloud Fusion ERP. This role is crucial for ensuring the smooth operation of Wave and integrated systems, assisting users with their queries and issues in line with IOM's business processes and information management best practices. The position operates under the direct supervision of the Senior User Support Associate (Wave), contributing to the overall efficiency and effectiveness of IOM's financial and operational systems.

Responsibilities

Review and resolve Tier 2 support tickets escalated by Wave end-users, adhering to established incident management procedures. Assist users in applying approved business solutions and utilizing the Wave system effectively to achieve desired outcomes. Guide users through the resolution process, including the application of interim workarounds and implementation steps. Escalate complex issues to the supervisor or Tier 3 support as needed. Identify and report recurring issues to the supervisor to facilitate proactive problem-solving. Collaborate with Tier 1 support to develop solutions articles for common user issues. Provide user support coverage across assigned shifts, including potential Sunday rotations. Perform other assigned duties to support the Wave system and its users.

Work Experience

Requires experience working with the finance modules of an ERP system, specifically in areas such as Accounting, Finance, Treasury, or Project Budgeting and Reporting.

Skills

Ability to liaise with technical and business stakeholders. Skill in processing information and managing multiple requests. Strong task prioritization and organizational abilities. Proficiency in following established procedures and information management processes.

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