User Assistant (System Support Wave)
Organizational Context
The International Organization for Migration (IOM) is undergoing a Business Transformation, updating its enterprise resource planning (ERP) systems to establish a global, fit-for-future operational model. Since January 2025, IOM utilizes Oracle Cloud Fusion ERP, known as Wave, integrated with other systems. This User Support Assistant role operates under the Senior User Support Associate, contributing to system administration and user support within this evolving information systems landscape.
Job Purpose
The primary purpose of the User Support Assistant (System Support Wave) is to contribute to the effective functioning and user adoption of IOM's new Oracle Cloud Fusion ERP system, Wave, and its integrated satellite technologies. This role is crucial in supporting IOM's ongoing Business Transformation, which aims to modernize its enterprise resource planning and establish a globally consistent, fit-for-future operational framework. By assisting with essential system administration and providing comprehensive user support, the incumbent ensures that IOM's business processes are seamlessly integrated and managed within the new information management systems. The assistant's contribution helps maintain system integrity, troubleshoot user issues, and facilitate smooth operations, thereby enabling IOM staff worldwide to efficiently utilize the Wave ERP and related platforms in line with organizational good practices and standards. This support is vital for the successful implementation and sustained performance of IOM's critical information systems.
Responsibilities
The User Support Assistant will undertake a range of duties essential for maintaining system functionality and providing effective user assistance. Key responsibilities include actively engaging in assigned training and reviewing reference materials to ensure up-to-date knowledge of system functionalities and support protocols. The role involves performing continuous monitoring tasks and conducting initial investigations into system alerts to proactively identify and address potential issues. A core duty is to meticulously review end-user issues, diagnose problems, and identify approved solutions or implement interim workarounds to minimize disruption. For more complex or recurring technical challenges, the assistant will be responsible for escalating these promptly to the supervisor or relevant specialized support groups. Collaboration is vital, involving working with other support agents to develop and prepare comprehensive solutions articles that address frequently encountered user issues, thereby enhancing self-service capabilities. Furthermore, the assistant will provide consistent user support coverage across assigned workday and/or evening shifts, including rotating Sunday shifts, as operational requirements dictate. The incumbent will also perform any other duties as assigned by the supervisor, contributing flexibly to the team's overall objectives.
Work Experience
Candidates should possess experience as a System Administrator, Linux Administrator, or Cloud Administrator, with Oracle OCI experience being an advantage. Demonstrated experience in administering workflows and approval processes is essential, alongside proven application support experience.
Skills
Effective liaison with internal technical and business stakeholders. Proficiency in processing information and managing multiple requests concurrently. Strong task prioritization and organizational skills. Adherence to established procedures and information management processes.