**Position Title: National Customer Service Officer**

**Reference Code: VN 015/2026**

**Job classification: NO-B**

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

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

**Salary: Php 1,912,039.00 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 Business Support and Improvement Manager, the National Customer Service Officer coordinates and supervises a team of Tier 1 and 2 support agents. In this role, the successful candidate ensures the quality of service of Wave Tier 1 and 2 support, adherence to Incident and Problem management processes, and serves as the primary coordination focal point, maintaining close collaboration with the other teams involved in Wave support, particularly the Corporate Solutions Unit (CSU) located in Valencia for guidance and Tier 3 issue interfacing.

**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 four years of relevant experience; or,
- Master’s degree in above-mentioned fields and two (2) years of relevant experience.
- Oracle certifications related to Oracle Cloud ERP modules is an advantage.

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

**Experience**

- Technical and/or functional experience working with an ERP system.
- Team management, resourcing, workload, performance management.
- Information system incident management and problem management with a large cross-functional team.

**SKILLS**

- Demonstrated ability to liaise effectively with internal technical and business stakeholders.
- Demonstrated ability to develop strong relationships vertically and transversely.
- Understanding of functional areas covered by the ERP (Finance, Supply Chain, Projects Funding, HR and Payroll)
- Understanding of ERP and information systems technical concepts. Note: Solid technical expertise will be a plus.
- Ability to learn and adjust methods to new systems.
- Ability to adapt work and team organisation to changes.
- 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)