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ICT ERP User Support Assistant

- dana
Mreža za izgradnju mira
Informatika, Neprofitne organizacije
Mjesto rada:
Rok prijave:

O poslu

Opis radnog mjesta: OSCE oglas za posao: ICT ERP User Support Assistant

Location: Sarajevo
Grade: G5
Closing Date of application: 23-03-2017
No. of Posts: 1

NOTE: Please note that the appointment to this post is subject to approval of the 2017 Unified Budget.

Under the supervision of the National ICT Officer the incumbent provides IT service desk support service for the OSCE ERP system (IRMA) with a high level of user satisfaction, technical expertise, and timeliness to OSCE staff, delegations and participating States and external applicants.

Tasks and Responsibilities
Specific duties include:

Acting as focal point for all user related issues in conjunction with all Oracle ERP system, especially in the area of the Oracle Finance/ Material Management, HR Modules, Access Control;
Updating and maintaining the OSCE internal portal based “on-screen-reference”, containing standard forms, administrative circulars and other information to be published to all staff;
Receiving, classifying and prioritizing reported incidents/SRs, problems and their resolution or escalation to 2nd level support or Business Units; Keeps affected users informed about progress;
Responding to requests for assistance from users; logging calls in a database; maintaining accurate log entries of requests with fault details; searching documentation and previous requests for assistance on related topics to find most effective solutions;
Assisting staff personally by phone or via remote access software with technical and procedural computer problems related to the use of IT equipment and software; identifying problems and implementing or recommending solutions
Assisting and advising staff members in using all installed PC applications; preparing manuals for the office automation products in use; advising and introducing new staff members in the use of the OSCE standard PC setup;
Testing new software and hardware products; prior to installation to users on a wide basis creating pre-deployment reports for rollout planning; performing workstation testing after deployment at end-user workspace; briefing user on basic operation and handling;
Working with Oracle support staff on resolution of bugs, implementation of fixes, testing etc.
Working out procedures, maintaining and updating user-related ICT information and working tools, assisting in preparation and updates of OSCE ICT policies, standard operation procedures and frequently asked questions;
Documenting system installation, configuration procedures, and current configuration;
Contributing to the new system implementation in the production environment;
Contributing to the acceptance process for new releases into production;
Performing other duties as assigned.

Vrsta posla:rad na određeno vrijeme
Regija:Kanton Sarajevo regija

O zaposleniku

Znanja i kvalifikacije:Necessary Qualifications

Completed secondary education, supplemented by formal IT course training;
Minimum of four (4) years of relevant work experience in ICT, preferably with ERP systems;
Ability to examine the situation, analyse possible causes/reasons, and recommend an action plan;
Knowledge of systematic methods of solving technical problems and sources of relevant technical data;
Ability to prioritize possible solutions based on technical criteria;
Ability to use written and electronic documentation;
Ability to communicate effectively via printed material and over electronic means of communication;
Ability to provide technical training;
Very good knowledge of computer applications and operating systems and to be able to support user requests;
Excellent written and oral communication skills in English and local languages.
Required competencies
Core values

Commitment: Actively contributes to achieving organizational goals
Diversity: Respects others and values their diverse perspectives and contributions
Integrity: Acts in a manner consistent with the Organization’s core values and organizational principles
Accountability: Takes responsibility for own action and delegated work
Core competencies

Communication: Actively works to achieve clear and transparent communication with colleagues and with stakeholders of the Organization
Collaboration: Works effectively with others on common goals and fosters a positive, trust-based working environment
Planning: Works towards the achievement of goals in a structured and measured manner
Analysis and decision-making: Analyses available information, draws well-founded conclusions and takes appropriate decisions
Initiative-taking: Proposes and initiates new ideas, activities and projects
Flexibility: Responds positively and effectively to changing circumstances
Managerial competencies (for positions with managerial responsibilities)

Leadership: Provides a clear sense of direction, builds trust and creates an enabling environment
Strategic thinking: Identifies goals that advance the organizational agenda and develops plans for achieving them
Managing performance: Helps to maximize team performance by providing active feedback and skill development opportunities
Remuneration Package
Monthly remuneration, subject to social security deductions is 2,298.08 BAM/month. Social benefits will include participation in the Cigna health insurance scheme and the OSCE Provident Fund.

Appointments are normally made at step 1 of the applicable OSCE salary scale. At the discretion of the appointing authority a higher step may be approved up to a maximum of step 3 subject to specific conditions.

How To Apply

If you wish to apply for this position, please use the OSCE’s online application link found under

Please note that offline applications submitted via email, fax, or mail will not be considered.

Only short-listed candiates will be contacted.

The OSCE retains the discretion to re-advertise the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration.

The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization.

More information:
Minimalna stručna sprema:Fakultet
Strani jezik:engleski
Poznavanje rada na računaru:napredno
Potrebno radno iskustvo:četiri godine
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