Application Support Assistant

il y a 2 semaines

Paris, Ile-de-France OECD - OCDE Temps plein

THE EXECUTIVE DIRECTORATE (EXD)


The Executive Directorate (EXD) is the steward of OECD resources, on behalf of the Secretary-General. Our focus is on people and their wellbeing; the effective and efficient management of the budget; the safety and security of staff, Delegations, visitors, and of the OECD’s data; maintaining and sustaining physical and digital infrastructure; and enabling the convening power of the OECD through conferences, meetings and events, whether virtual, physical or hybrid. As well as providing corporate services, functions and management support to our staff and Members, we provide integrated, strategic and expert advice on corporate policies and management issues to the Secretary-General, to Council and to Standing Committees, to which we regularly report on corporate matters. We also provide risk management functions (for management areas under our purview). Ours is a fast-paced environment focused on delivering management excellence across all of our functions.


THE HUMAN RESOURCES MANAGEMENT SERVICE (EXD/HRM)


Within the OECD’s Executive Directorate (EXD), the Human Resource Management Service (HRM) is responsible for providing stewardship of the Organisation’s human capital on behalf of the Secretary-General. It is composed of three Divisions: HR Operations, Client Services and Talent Management and Analytics. TMA develops, implements, and supports a variety of human capital projects for the Organisation’s workforce. The division ensures that business processes and tools are adequate and provides data-driven solutions to help build diverse, inclusive, and effective teams. TMA also manages the OECD’s learning and development initiatives and runs several programmes aimed at ensuring the OECD attracts outstanding talent from interns right up to senior managers.


THE POSITION


EXD/HRM/TMA is looking for an Application Support Assistant to support the HR applications, business processes and ongoing deployment of new features and technologies. The selected candidate will join the HRM Systems team, working closely with business process owners, product managers & the analytics team, reporting to the HRM support lead.


Job Description


Main Responsibilities


Provide application support and training on the OECD’s HR information systems:


  • Participate in defining and executing support plans for all HR systems (incl. reporting).
  • Analyse, resolve, or dispatch incidents for resolution. Address incidents with precision, adhering to established procedures and high standards in ticket resolution and maintaining the agreed service level. Evaluate the sensitivity of each incident to manage appropriately, escalating recurring or complex issues as necessary to ensure timely and effective resolution.
  • Document and report potential bugs to the product managers.
  • Ensure the Information Technology Service Management (ITSM) incident categorisation model and knowledge base is up to date, and plan for evolutions based on analysis.
  • Draft support procedures & end-user documentation, ensure their availability on relevant knowledge base.
  • Organize & provide training on HR information systems to a variety of user audiences: OECD staff, HR Business partners, Directorates’ resource management officers, preparing upfront documentation as necessary.
  • Actively participate in the validation and roll out of business process enhancements (e.g. detailed testing, user guidelines, ad-hoc training).
  • Provide relevant feedback to Business Process Owner & Product Manager.
  • Update KPIs and activity reports on HRIS Support Function.


Qualifications

Ideal Candidate Profile


Academic Background


  • University degree in information technology, and / or human resources.


Professional Background


  • First experience (2 years min) providing user support for digital solutions in a structured environment applying ITIL practices or similar industry frameworks.
  • Proven experience drafting user support documentation, Knowledge Base articles and providing training.
  • Experience analysing support activities, identifying trends, proposing and implementing solutions would be an advantage.
  • Ability to learn and use new systems quickly.
  • Experience in an international and cross-cultural environment would be preferable.
  • Previous exposure to HRIS used in the context of the OECD would be preferable.
  • A good knowledge of the Organisation's administrative and human resource procedures would be considered an advantage.


Tools (proficiency isn’t expected in all these tools/type of tools, but exposure to some considered an asset)


  • MS O365, Sharepoint, Teams
  • ServiceNow (or similar ticketing tool)
  • Rise Up (LMS)
  • SmartRecruiters (ATS)
  • Javelo (PMS)
  • SAP HCM
  • MS PowerBI
  • Iorad (tutorials creation tool)


Languages


  • Fluency in one of the two OECD official languages (English and French) and a knowledge of, or a willingness to learn, the other.
  • Knowledge of other languages would be an asset.


Core Competencies


  • OECD staff are expected to demonstrate behaviours aligned to six core competencies which will be assessed as part of this hiring processes: Vision and Strategy (Level 1); Enable People (Level 1); Ethics and Integrity (Level 1); Collaboration and Horizontality (Level 1); Achieve Results (Level 1); Innovate and Embrace Change (Level 1).
  • To learn more about the definitions for each competency for levels 1-3, please refer to OECD Core Competencies.


Closing Date


  • This vacancy will be filled as soon as possible, and applications should reach us no later than 23h59 13 November 2024 (Paris time).


Contract Duration


  • Two-years fixed term appointment, with the possibility of renewal.


What the OECD offers


  • Depending on level of experience, monthly salary starts at 3 288,76 Euros, plus allowances based on eligibility, exempt of French income tax.
  • Please note that the appointment may be made at a lower grade based on the qualifications and professional experience of the selected applicant.


Selection Process


Please note that our Rules and Regulations stipulate that the mandatory retirement age is 67.

The OECD is an equal opportunity employer and welcomes the applications of all qualified candidates [who are nationals of OECD member countries], irrespective of their racial or ethnic origin, opinions or beliefs, gender, sexual orientation, health or disabilities.

The OECD promotes an optimal use of resources in order to improve its efficiency and effectiveness. Staff members are encouraged to actively contribute to this goal.


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