Hardship Level (not applicable for home-based)H (no hardship)
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate TypeUNOPS LICA8
Target Start Date2024-03-01
Job Posting End DateFebruary 8, 2024
Terms of Reference1. General Background
UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. UNHCR has completed a Business Transformation Programme (BTP) to improve its business and results by end of 2023.
Within the context of the Business Transformation Programme (BTP), UNHCR’s strategy for Financial Management (FM), Contributions Management (CM), and Supply Chain Management (SCM) was to realize the vision of the functional divisions by implementing new and more agile ways of working, addressing key business challenges, and increasing capabilities.
This component of the BTP was a key element of the transformation, involving replacing the organization’s Enterprise Resource Planning (ERP) application. With the aim of providing UNHCR new operational, planning and back-office systems using digital-era cloud technologies and modern ERP solutions. The project deployed the Oracle Cloud ERP SaaS offering for the related functional process areas in September 2023.
For the hypercare during the period ensuing the go-live, the Division of Emergency, Security and Supply (DESS) has set up a support structure to respond to queries from UNHCR’s global workforce in adopting the new system. It is expected the use of the system will stabilize over the course of 2024-2025 and direct user support activities will be gradually mainstreamed in regular business functions. There is however the need to continue accompanying process owners and the user community as a number of new functionalities and are scheduled to be introduced and adjustments to the existing processes are foreseen.
2. Purpose and Scope of Assignment
The incumbent will work in a team within the Supply Management Service (SMS) of DESS, which is responsible for monitoring and responding to support requests and queries in relation to the use of the Cloud ERP in UNHCR’s supply chain business processes, using a service management portal. The incumbent will work with other teams within SMS and also with teams responsible for other functional areas from other divisions to find a resolution to cross-functional issues.
Under the guidance of the team lead, the incumbent’s tasks will include:
Using the corporate service management portal, review support requests on a first-come-first served basis;
Respond to support requests in a customer-oriented manner and with clearly explained solutions;
Liaise with process owners and other functional teams such as finance and programme managers to find a solution to support requests;
Monitor and facilitate discussions and questions raised in the community of practice of users and assist colleagues find solutions or point to appropriate resources:
Contribute to building of learning resources, webinar materials and other innovative tools in promotion of self-help for users in finding solutions; and
Interact with the user community at large to understand common issues and proactively find ways to share knowledge in an effective and structured manner.
3. Monitoring and Progress Controls
The Assistant Supply Officer will be part of a team led by the DESS Senior Adviser who will regularly monitor the work of the incumbent.
4. Qualifications and Experience
a. Education (Level and area of required and/or preferred education)
Business Administration,
Engineering,
Logistics,
Supply Chain Management,
International Commerce or other relevant field.
b. Work Experience
1 year relevant experience with Undergraduate degree (no work required with experience with Graduate or Doctorate degree)
c. Key Competencies
Must be customer-oriented
Must be a team player
Must be able to plan and organize own work
Strong analytical skills
Clear and inclusive communication skills in English
Proficiency in another UN language would be an asset.
Experience with Supply Chain business processes in different UN Organizations, and/or humanitarian actors is desired.
Experience in projects which have implemented large-scale ERP Supply Chain solutions such as Oracle and SAP is desired.
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Skills
Education
Certifications
Work Experience
Other informationThis position doesn't require a functional clearance
Home-BasedNo