Closing date: 30 Nov 2015
Purpose or the position
The Department of Financial Resources & Logistics is leading a project named OSCAR, aiming at improving Supply Chain management and customer service. Logistics, Finance and Assistance Divisions are working together to implement new ways of working, based on an ERP (JD Edwards). A first release was rolled-out in June 2014 in Geneva, followed by the regional log center in Kenya, 3 operational sites in DRC, the regional log center in Abidjan and soon the regional log center in Amman. New sites will be deployed based on a regular calendar until 2018.
The support structure for OSCAR within the logistics division consists of key-users, regional support centers, a centralized level 2 and level 3 support, backed-up by external expert support. This structure will operate with tight communication lines with the ICT and Finance support structures. Each regional support center will eventually consist of a small team of support officers and a master data manager.
The Regional Support Team Leader will ensure that the team provides timely and appropriate 1st line support to users of the OSCAR solution. As active team member he/she ensures the 1st line support in a given functional area.
The Regional Support Team Leader is based in one of the following regional logistics centers: Abidjan, Nairobi or Amman.
Main Responsibilities
Management
§ Manage a team who ensures customer support, master data management and training as per below for a dedicated region.
Support
§ Ensure timely and appropriate 1st line support is given to users of JD Edwards, OSCAR Light and interfaces to legacy systems.
§ Ensure unsolved/complex cases are escalated to 2nd line support in a timely matter.
§ Ensure agreed service levels are respected.
§ Provide data and reports to management.
§ Contribute to the creation of a shared knowledge base.
§ Ensure data consistency on supported sites.
Master Data Management:
§ Ensure master data is managed as per the global master data management policy
§ Ensure defined service levels are respected.
Training:
§ Ensure key-users have been sufficiently trained.
§ Ensure new logisticians have been sufficiently trained.
§ Assist in training before go-live of new migrated sites
Organization:
§ Maintain a network of key-users, organize (web-) seminars etc.
§ Maintain a network with other regional support centers, 2nd line support and ICT and Finance support structures.
Profile and Skills
· In-depth knowledge of ERP-systems in a distribution environment. JD Edwards an important plus.
· Experience in first line user support on supply chain processes in an ERP
· Experience in training on information systems
· Leadership
· Customer and solution oriented
· Strong analytical skills
· Ability to plan and organize tasks
· Excellent Communication Skills
· Excellent in English (oral & written) and French (oral & written)
Contract Duration:1 year extendable
Start Date: As soon as possible
Please note that the successful candidate will be based either in Abidjan, Amman or Nairobi.
How to apply:
If you are interested in this position and your profile matches the requirements listed above, please send your CV and cover letter to Frank Schaapman at oscar_project@icrc.org(before November 30th 2015).