Business Proximity Hotline Support

• Manage the Business Proximity hotline and provide day-to-day functional, procedural and basic technical help to the user communities, building user expertise toward goal of self-sufficiency
• Train users on new processes and functionalities via face-to-face and/or web meetings

Request Management, Monitoring & Escalation

• Identify, diagnose and resolve level 1 requests and/or cases with the information system/application
• Optimize usage of HR Ticketing tool to answer level 1 requests. Make sure that categorization (priority and complexity) are correct and follow established Service Level Agreement
• Proactive following-up pending tickets with requesters
• Escalate incidents and problems to respective Application Manager and/or immediate manager

Process Documentation & Maintenance

• Create and maintain a knowledge base to support end-users for different HR applications
• Submit documentation updates as necessary linked to the Quality Assurance plan
• Contribute to develop and maintain updated self-guided training materials to ensure self-sufficiency of system use
• Liaise with End-User Training Manager and/or coordinate with Learning & Development Unit and module leaders to create, publish, and maintain new end-user training materials as part of global roll-out of HRspace module

Data Quality & Process Improvement

• Control and ensure data quality, instruct users to make the necessary corrections
• Suggest process improvements within Functional Support or all HRIS levels
• Participate on discussions related to process clarification and process link to other HR Shared Services teams

Business Relationship

• Foster professional relationship with HR services providers and ICRC employees
• Create channel of communication and discussion to customers in using different HR applications/systems
• Maintain close coordination with HRIS members for effective and efficient working environment

Additional Duties

• The employee is required to work on shifting schedule, at times including Sundays
• The employee is expected to apply his/her knowledge of the French language in supporting customers and carrying out the role of a HRIS BPS Officer

Requirements: 

• University Degree in Human Resources / Administration or related courses
• 3 years professional experience with at least 2 years in helpdesk, with exposure in various HR management systems
• Exceptional customer service orientation
• Excellent computer literacy (Excel, Word)
• Experience and knowledge in using HR Information systems, in particular SAP SuccessFactors
• Knowledge of ITIL Foundation is an advantage
• Great attention to detail and has the ability to excel in a challenging and new environment
• Fluent in English; working knowledge of French is an asset