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

IOM has undertaken a Business Transformation process, a priority driven by IOM’s Internal Governance Framework (IGF) initiative including a global review of its enterprise resource planning management (ERP)-based process flows to update its systems and establish a fit-for-future way of working globally. Since January 2025, the ERP used at IOM is Oracle Cloud Fusion ERP, internally known as Wave. Other systems that integrated with Wave, such as Salesforce, PRIMA SharePoint system and related satellite technologies complete the information systems landscape.

Under the supervision of the GSSC Customer Service Officer , the Senior User Support Associate (Wave) will be responsible for the support of Tier 2 Supply Chain tickets raised by Wave end users, in line with IOM business processes and information management systems good practices.

1. Maintain advanced knowledge of Supply Chain through provided training and reference materials, covering both business processes and technical configuration aspects of Wave.

2. Investigate issues escalated to Tier 2 to determine user requirements, identify the cause of the issue and define the best resolution path, following the incident management process.

3.  Provide technical guidance to user on business resolution, in line with IOM approved business processes.

4.  Guide users on the use of Wave to achieve the intended results.

5. Accompany the user during the resolution process, with potential interim workarounds and resolution implementation.

6. Escalate identified technical issues to Tier 3, providing accurate analysis, supporting information, and steps to reproduce the problem.

7. Escalate identified business process gaps to the business teams to obtain guidance and initiate processes clarifications.

8. Identify common issues and follow the problem management process to resolve the common root cause.

9. Partner with Tier 1 to develop Solutions articles to common issues.

10. Coordinate support activities performed by staff under their supervision.

11. Provide user support coverage during workday and/or evening shifts, and rotating Sunday shifts, as required.

12. Perform other such duties as may be assigned.

EDUCATION

• Bachelor's degree in  Information Technology, Computer Science, Supply Chain Management or business management/administration from an accredited academic institution with four (4)  years of relevant experience.

• High school diploma with six (6) years of relevant experience.

• Oracle certifications related to Oracle Cloud ERP modules is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

EXPERIENCE

• Technical and functional experience working on the supply chain modules of an ERP system (eg: Procurement processes, Receipts, Inventory Management and Warehousing processes). 

SKILLS

• Demonstrated ability to liaise effectively with internal technical and business stakeholders.

• Ability to acquire and apply technical and system administration knowledge. 

• Ability to manage multiple requests and priorities in a fast-paced support environment.

• Ability to drive systematic use of an information process (incident and problem management processes).

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Please refer to this link for guidance on IOM Job Category.

1. →Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. →This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
3. →Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
4. →IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
5. →IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
6. →IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
7. →No late applications will be accepted. Only shortlisted candidates will be contacted.

As these positions support time-sensitive operational requirements, candidates who can assume duties immediately or within a short notice period are strongly encouraged to apply.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies.