Entrepreneurship in the territories: is it the right time?
Accountabilities & Functional Responsibilities
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
