User Support Assistant (Finance)

Provides second-level user support for IOM's Wave finance modules from Manila. The assistant investigates service requests, guides users through approved financial processes, documents solutions and workarounds, escalates reproducible defects, improves knowledge articles and supports scheduled shift coverage.

Department: Wave Support Team, Global Shared Services Centre

• Investigate and diagnose second-level finance system requests
• Guide users through approved Wave finance processes and solutions
• Develop workarounds and document repeatable support responses
• Escalate reproducible defects and complex issues to third-level support
• Create and improve first-level knowledge articles and reference materials
• Identify recurring issues and finance-process support gaps
• Provide scheduled shift and Sunday support when assigned

• Bachelor's degree in finance, business administration or a related field with two years of relevant experience, or high school diploma with four years
• Experience supporting finance processes in an enterprise resource planning system

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