VN 078/2026 Sr. Systems Support Associate (wave Supply Chain)

Organizational Context

IOM is undergoing a Business Transformation initiative to update its enterprise resource planning (ERP) systems and processes globally, aiming for a future-ready way of working. Since January 2025, IOM utilizes Oracle Cloud Fusion ERP, known as Wave, integrated with other systems like Salesforce and PRIMA SharePoint. This role supports the Wave system within the Supply Chain domain.

Job Purpose

The Senior User Support Associate (Wave) is responsible for providing Tier 2 support for Supply Chain tickets submitted by Wave end-users. This role ensures that support aligns with IOM's business processes and best practices for information management systems. The position operates under the supervision of the GSSC Customer Service Officer, contributing to the effective functioning of IOM's updated ERP system and integrated technologies. The purpose is to resolve user issues efficiently, guide users on system functionalities, and maintain the integrity and usability of the Wave system within the Supply Chain context, thereby supporting IOM's global operational efficiency and transformation goals.

Responsibilities

Investigate and resolve Tier 2 Supply Chain tickets escalated by Wave end-users, determining user needs, identifying root causes, and defining optimal resolutions in line with IOM's business processes and incident management protocols. Provide technical guidance and functional support to users on Wave system usage and business processes, ensuring users can achieve intended outcomes. Escalate complex technical issues to Tier 3 support with detailed analysis and facilitate the resolution of common issues by identifying root causes and partnering with Tier 1 to develop solutions articles. Coordinate support activities for supervised staff, manage multiple requests in a fast-paced environment, and provide support coverage across shifts as required. Maintain advanced knowledge of Supply Chain business processes and Wave system configuration through continuous learning and reference materials.

Work Experience

Requires technical and functional experience with the supply chain modules of an ERP system. This includes experience with procurement processes, receipts, inventory management, and warehousing processes.

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 support environment. Proficiency in driving systematic use of information processes, including incident and problem management.

Explore related opportunities