The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org

The application support specialist will be a member of the Economic Security Unit, supporting ICRC's Assistance division's information systems and system procedures.

He/she will provide support for usage of ICRC’s custom developed .NET application “Economic Security Program Management Tool” (EPMT) from the ICRC in 50+ delegations and more than 100 offices worldwide.

The Application support specialist will work in a team as a part of the support structure based at ICRC Belgrade Shared Services Center (BSSC).

The BSSC is looking for a suitable candidate to fill the following position:

APPLICATION SUPPORT SPECIALIST 

(location Belgrade)

MAIN TASKS

• 2nd level support in the functional areas of ICRC Operations, more specifically in the Economic Security and Assistance programs; 2nd level occasional support in the technical areas of application use (for ex. maintain and adjust system setup, parameters and options)
• Advises users on the best usage of the system and proposes new procedures or procedures change
• Active participation in release and deployment of new features/versions (including remote training)
• Anticipates, identifies, investigates and documents recurrent data issues and functional problems related to EPMT by regularly updating the Knowledge Database
• Contributes to establishing a comprehensive Knowledge Database by ensuring cases are correctly documented and the Database populated and updated in timely and correct manner
• Resolves users requests regarding business functions of EPMT in line with user guidelines
• Contributes to proposals for the improvement of EPMT, based on recurrent incidents and statistics extracted from the Belgrade Call Centre Application
• Maintains a network of EPMT key users; maintains a relationship with Functional L3 support in Geneva and a relationship with L2 technical support to ensure efficient work in a conducive environment
• Contributes in the production of user support documentation
• Organizes Webinars and Skype trainings for new and existing users
• Contributes to maintaining procedures and manuals based on feedback from EPMT application users.
• Reference: r-NUyR-RcM4hJ9esRCIA9AUxQSFRZdbVKXyjL4bS9_0.

REQUIRED PROFILE

• Economics, Business, Technical sciences or Information Systems background
• 2- 3 years’ experience in a relevant field
• Experience with help desk procedures, user support or system maintenance
• Experience with use, deployment or training on information systems
• Experience with Humanitarian activities (implementation, reporting, M&E) an asset
• Experience with Data management
• Very good command of English (oral & written),with basic French as plus or very good command of French (oral & written),with basic English;
• Spanish or other language is as plus
• Very good analytical skills, able to work in teams as well as independently
• Knowledge of SQL an asset
• Experience in using corporate service management tools (Ticketing tool) is a plus.
• Knowledge of Microsoft  ecosystem

WHAT WE OFFER

• A work and progressive professional development in an exciting international humanitarian environment
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
• Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter exclusively in English.

Only short listed candidates will be contacted.

Deadline for applications is 12.02.2017.