**Position Title: National Customer Service Support Officer**

**Reference Code: VN 016/2026**

**Job classification: NO-A**

**Duty station: Global Shared Services Centre (GSSC)**

**Type of Appointment: One-year fixed term with possibility of extension**

**Salary: Php 1,448,518.00 per annum net of taxes**

**Context**

IOM has undertaken a Business Transformation process, a priority driven by IOM’s Internal Governance Framework (IGF) initiative including a global review of its enterprise resource planning management (ERP)-based process flows to update its systems and establish a fit-for-future way of working globally. Since January 2025, the ERP used at IOM is Oracle Cloud Fusion ERP, internally known as Wave. Other systems that integrated with Wave, such as Salesforce, PRIMA SharePoint system and related satellite technologies complete the information systems landscape.

Under the supervision of the GSSC National Customer Service Officer, the National Customer Support Officer will assist in coordinating a team of Tier 1 and 2 support agents, with a particular focus and direct responsibility over T1 support agents. The successful candidate will participate in monitoring the quality of service of Wave Tier 1-2 support, adherence to Incident and Problem Management processes, and collaborate with the other teams involved in Wave support.

**Required Qualifications and Experience**

**Education**

- Bachelor’s degree in fields related to Wave’s core functions (Accounting, Treasury, Supply Chain Management, Human Resources), Information Management/Technology, or business management/administration from an accredited academic institution with two (2) years of relevant experience; or
- Master’s degree in above-mentioned fields.
- Oracle certifications related to Oracle Cloud ERP modules is an advantag

Accredited Universities are those listed in the UNESCO World Higher Education Database.

**Experience**

- Technical and/or functional experience working with an ERP system
- Experience coordinating a team.
- Experience related to information system incident and problem management processes.

**SKILLS**

- Ability to liaise effectively with internal technical and business stakeholders.
- Ability to develop strong relationships in a team and with organisational partners.
- Understanding of one or more functional areas covered by the ERP (Finance, Supply Chain, Projects Funding, HR and Payroll).
- Understanding of ERP and information systems concepts.
- Ability to learn new systems.
- Ability to process large volume of information and handle multiple topics simultaneously.
- Demonstrated ability to prioritize tasks, adjust to critical incidents and work under pressure.
- Ability to drive systematic use of an information process (incident and problem management processes).