Officer, Business Applications Support

hace 4 semanas

Panamá, Panamá International Federation of Red Cross and Red Crescent Societies A tiempo completo

**Jobnumber**

S02626

**Contract Type**

Employee

**Closing date**

01-Mar-2023

**Posting Start Date**

14-Feb-2023

**Location**

PANAMA

**Duty Station**

Panama City

**Duty Station Status**

N/A

**Duration**

12 months

**Accompanied Status**

N/A

**Organizational Context**:
The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian network, reaching 150 million people each year through its 192-member National Societies. We act before, during and after disasters and health emergences to meet the needs and improve the lives of vulnerable people.

The IFRC is served by a Secretariat based in Geneva, with regional and country offices throughout the world. The Secretariat is led by the IFRC Secretary General and he provides the central capacity of the IFRC to serve, connect, and represent National Societies. The Secretariat’s focus includes providing support to the IFRC governance mechanisms; setting norms and standards; directing and coordinating international relief operations, resource mobilization, technical support including providing guidance; ensuring consistency, coordination and accountability for performance; knowledge sharing; promoting collaboration within and respect for the RCRC Movement; and expanding engagement with partners. The Secretariat’s headquarters is organized in three main business groups: (i) Partnerships, including Movement and Membership; (ii) Programmes and Operations; and (iii) Management.

The newly founded ERP Global Excellence Center has the main role of providing second and third-level support to the IFRC Dynamics 365 (D365) users around the world. It will be using the same ticketing system the ITD support team is using and will have as a purpose to enable the geographically distributed D365 users of the secretariat to function effectively and efficiently. The Team provides D365 support services for the Secretariat with staff based in Geneva, Budapest and at important locations worldwide. Increasingly the ERP Global Excellence Center facilitates the development and sharing of best practices in the D365 environment and contributes to the development, strengthening and capacity building.

The IFRC has established a Global Services Centre (GSC) in Budapest, Hungary and various support services have moved there (fully or partially), as the global shared service component. The ERP Global Excellence Center, as part of GSC, is led by the ERP Program Manager.

The Officer, Business Applications Support (Microsoft Dynamics 365 - F&O Specialist) will be based in any of the countries, in the Americas Region, where the IFRC has legal presence and reports to the ERP Support Lead.

**Job Purpose**:
The position holder is a specialist in Information Systems used by Enterprise Resource Planning solutions notably the Finance & Operation platform of the D365 suite of products.

The purpose of the job is to:

- Guarantee data information security, availability and integrity through strong operational competencies using the ITIL framework;
- Ensure all systems meet business expectations, maintain the respective systems up-to-date by undertaking proactive systems maintenance, and participate in projects towards new systems implementation;
Develop operational procedures aligned with the support activities requirement, maintain them up to date and provide structured support recommendation to the various IFRC stakeholders and end users.

**Job Duties and Responsibilities**:

- Ensure service quality and security, while respecting operating methods defined by quality standards.
- Manage operational tools (monitoring and management) to ensure sustainability of F&O systems and dependant services for the various IFRC business units and at end user level.
- Maintain the operational knowledge base in the service management tool, record incident, provide quality resolution advises.
- Establish and update operational procedures to warranty ERP services availability in accordance with operational level agreements (OLA).
- Identify, review and participate in the development of D365 F&O training solutions to deliver appropriate, cost effective trainings in F&O topics for users while promoting on-line training opportunities.
- Support key-users in system integration acceptance testing
- Train key-users and/or end-users
- Collaborate with technical resources around the definition and implementation of system integrations
- Participate in all activities related to providing adequate and stable ERP systems and services to all IFRC stakeholders distributed across 5 regions.
- Contribute actively to the overall satisfaction level of IFRC end users while develop and promote effective working relationship within the ERP Team, the wider IFRC and the RCRC movements including ICRC.
- Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.

**Operations support**
- Ensure the smooth ope

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