Senior Systems Support Associate (Wave Project Portfolio Management)

Provides second-level support for IOM's Wave project portfolio management modules from Manila. The associate diagnoses incidents, guides users through approved processes, develops workarounds and knowledge articles, escalates reproducible defects, identifies process gaps and coordinates supervised support staff.

Department: Wave Support Team, Global Shared Services Centre

• Investigate and diagnose project portfolio management system incidents
• Guide users through approved Wave processes and system functions
• Develop workarounds and document repeatable support solutions
• Escalate reproducible defects and complex issues to third-level support
• Analyse recurring problems and business-process support gaps
• Create and improve first-level knowledge articles
• Coordinate assigned support staff and monitor case handling
• Provide scheduled shift and Sunday support when assigned

• Bachelor's degree in information technology, computer science, finance, business administration or a related field with four years of relevant experience, or high school diploma with six years
• Experience supporting enterprise resource planning project portfolio management or finance modules

• One-year fixed-term appointment with possible extension
• Role may require rotating shifts and Sunday coverage