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ERP Support Officer

Vacancy #:   5468
Unit:   ERP Project
Organization:   International Union for Conservation of Nature (IUCN)
Location:   Headquarters, Gland, Switzerland
  This is a local contract
Reporting to:   Head - ERP Project
Work percentage:   100%
Grade:   A3
Expected start date:   01 December 2020
Type of contract:   Max-term (24 months with possibility of renewal)
Closing date:   18 November 2020
BACKGROUND
This position is part of the enterprise resource planning (ERP) team that supports the overall goal of the Global Information Systems Group.

It provides customer service support of ERP and related systems and services (Microsoft Dynamics NAV, Jet Reports, data warehouse, admin portals, time management system and project portal). It will primarily support HQ, Europe and Africa’s offices, as well as all other IUCN out-posted, regional, country offices and special events by participating in the Global IUCN “follow-the-sun” support approach.
JOB DESCRIPTION
General

Provide 1st level support for ERP and related systems’ incident tickets according to agreed service levels objectives;
Provide basic training where required and update training documentation or materials (confluence and Vimeo);
Interface with end-users to identify opportunities for highly usable and efficient solutions integrated globally in order that IUCN can benefit from the productivity gains offered by technology;
Keep track of all incidents and produce reports from Service Portal on resolution (ServiceNow);
Monitor services and system notifications and raise issues to an appropriate level when needed;
Execute various quality control tests related to software changes (bug fixes and improvements);
Investigate data quality issues according to the defined data rules on specific data sets as requested;
Help organize, run and document meetings.

Microsoft Dynamics NAV

Target end-user group across Offices: Finance and Admin;
Plan, manage and provide 1st level client support services related to Microsoft Dynamics NAV;
Raise relevant issues to 2nd level support;
Manage workflow approval rules globally for NAV and related systems;
Assist in preparing and conducting security reviews;
Apply approved access requests;
Quality control and testing for changes and during NAV upgrade.

Record to Report and Business Intelligence

Target end-user groups across Offices: Finance and Admin, Management, All IUCN staff;
Plan, manage and provide 1st level client support services related to reporting solutions (Jet Reports, Data warehouse and portal dashboards);
Generate reports for Reporting Solutions Governance Group.

Admin portals (incl. Time Management System)

Target user groups across Offices: All IUCN staff, Approvers, Finance and Admin;
Work together with Finance providing 1st level support to end-users;
Plan, manage and provide 2nd level client support services related to admin portals (Travel Requests and Expense Claims, Purchase Requisitions and online approval systems).

Project Portals

Target end-user groups across Offices: All IUCN staff, Cost centre managers, Leadership Team, PM&E and other functional units (finance, admin, legal, etc.);
Work together with PM&E to plan, manage and provide 1st level client support services related to admin portals;
Generate reports and various analysis as requested.
REQUIREMENTS
  • University degree or equivalent experience in Computer field

• Minimum 2 years’ experience in supporting end users in using core business applications such as financial, HR or ERP systems, knowledge of Microsoft Dynamics NAV (versions 2009 through 2017) or Serenic Navigator is a plus

• Experience of working with an ITIL compliant ITSM tool for support purposes (areas of incident and problem management), knowledge of ServiceNow a plus

• Strong problem analysis and problem solving skills

• Well organized with strong data management and maintenance skills, including data quality analysis

• Knowledge of managing recent Windows operating systems

• Fluent in English required, knowledge of French and/or Spanish a plus

• Available to travel if required
SALARY
The gross annual salary for this position is in the range from CHF 73'019 to CHF 91'274, subject to deductions for social security contributions and second-pillar pension, and before tax. While this is an indicative amount effective as of the current date, changes may occur as per IUCN's compensation practices without prior notice. The same applies to other organizations hosted by IUCN.
APPLICATIONS

Applicants are requested to apply online through the HR Management System, by opening the vacancy announcement and pressing the "Apply" button.

Applicants will be asked to create an account and submit their profile information. Applications will not be accepted after the closing date. The vacancy closes at midnight, Swiss time (GMT+1 / GMT+2 during Daylight Saving Time, DST). Please note that only selected applicants will be personally contacted for interviews.

Other job opportunities are published in the IUCN website: http://www.iucn.org/involved/jobs/


About IUCN

IUCN is a membership Union uniquely composed of both government and civil society organisations. It provides public, private and non-governmental organisations with the knowledge and tools that enable human progress, economic development and nature conservation to take place together.

Created in 1948, IUCN is now the world’s largest and most diverse environmental network, harnessing the knowledge, resources and reach of more than 1,300 Member organisations and some 10,000 experts. It is a leading provider of conservation data, assessments and analysis. Its broad membership enables IUCN to fill the role of incubator and trusted repository of best practices, tools and international standards.

IUCN provides a neutral space in which diverse stakeholders including governments, NGOs, scientists, businesses, local communities, indigenous peoples organisations and others can work together to forge and implement solutions to environmental challenges and achieve sustainable development.

Working with many partners and supporters, IUCN implements a large and diverse portfolio of conservation projects worldwide. Combining the latest science with the traditional knowledge of local communities, these projects work to reverse habitat loss, restore ecosystems and improve people’s well-being.

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