VN 077/2026 Sr. Systems Support Associate (wave Project Portfolio Management)

Organizational Context

IOM is undergoing a Business Transformation to update its systems and establish a fit-for-future way of working globally. Since January 2025, the organization utilizes Oracle Cloud Fusion ERP, known as Wave, integrated with other systems like Salesforce and PRIMA SharePoint. This role supports the Wave system.

Job Purpose

The Senior System Support Associate (Wave) will provide Tier 2 support for Project Portfolio Management (PPM) tickets within the Wave ERP system. This role is crucial for ensuring that end-users receive timely and effective assistance, aligning with IOM's business processes and information management best practices. By resolving escalated issues and guiding users, the associate contributes to the smooth operation and adoption of the new ERP system, supporting IOM's global business transformation initiative and its goal of establishing a modern, efficient way of working.

Responsibilities

Investigate and resolve Tier 2 Project Portfolio Management (PPM) tickets escalated by Wave end-users, adhering to incident management processes. Provide technical guidance and functional support to users on Wave functionalities and IOM-approved business processes, ensuring they achieve intended results. Escalate complex technical issues to Tier 3 support with detailed analysis and assist in problem management by identifying common issues and collaborating on root cause resolution. Partner with Tier 1 support to develop knowledge base articles for recurring issues. Coordinate support activities for supervised staff and provide coverage during required shifts. Maintain advanced knowledge of PPM business processes and Wave's technical configuration through continuous learning and provided materials.

Work Experience

Requires technical and functional experience working with the Project Portfolio Management (PPM) modules or related Finance modules of an ERP system.

Skills

Ability to liaise effectively with technical and business stakeholders. Aptitude for acquiring and applying technical and system administration knowledge. Skill in managing multiple requests and priorities in a fast-paced environment. Competency in driving systematic use of incident and problem management processes.

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