HRIS End-User Functional Support 1 (based at MSSC, Makati City)

13 December 2022

The People and Culture Information System (PAC IS) Unit is responsible for the management and maintenance of PAC information system
and PAC applications in the ICRC and ensures that acceptable level of user experience on these tools is attained and maintained. The unit
provides functional, procedural and technical support to PAC service providers and ICRC employees in HQ and in the field.

The End-User Functional Support 1 independently ensures that the information system/application data are accurate and processed in line
with the internal rules when assisting the HR users and employees. S/he is a subject matter/process expert and supports first level
assistance when internal customers, HR service providers encounter problems with the HR information system/application.

▪ Internally, interacts mainly with the HR Department

▪ Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement
▪ Understands and adheres to the ICRC Code of Conduct
▪ Understands the roles of the components of the International Red Cross and Red Crescent Movement
▪ Respects and observes staff regulations and security rules at all times
▪ Represents the ICRC in a professional manner at all times
▪ Develops and maintains a pleasant and conducive working environment with colleagues and line managers
▪ Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC
▪ May be asked to perform tasks not covered in this job description and to provide support to other departments when necessary


▪ Identify, diagnose and resolve level 2 tickets with HRIS applications to internal customers.
▪ Optimize usage of HR Ticketing tool to answer level 2 requests. Make sure that categorization (priority and complexity) are correct and
follow established Service Level Agreement
▪ Proactive following-up pending tickets with requesters
▪ Escalate incidents and problems to respective Application Manager and/or immediate manager

▪ Submit HRIS internal documentation updates as necessary linked to the Quality Assurance plan
▪ Create new documentation once a standard process has been defined by and coordinated with respective Application Manager, module
leaders, and Business Process Owners
▪ Communicate changes in documentation to the rest of the HRIS teams

▪ Coordinates with Operational teams in managing the Data Quality dashboard
▪ Control and ensure data quality, instruct users to make the necessary corrections
▪ Suggest process improvements within Functional Support or all HRIS levels
▪ Participate on discussions related to process clarification and process link to other HR Shared Services teams

▪ Support data alignment activities and tasks for the HRIS project deployment
▪ Update tracking logs and coordinate status of project activities to Team Lead
▪ Undertake any other tasks as agreed with the HRIS Project team

▪ Foster professional relationship with HR services providers and ICRC employees
▪ Create channel of communication and discussion to customers in using different HR applications/systems
▪ Maintain close coordination with HRIS members for effective and efficient working environment
Selection Requirements
▪ Bachelor's Degree in IT/Computer Science, Psychology of Business Administration
▪ Experience of working as front line support to stakeholders is essential
▪ At least 3 years of previous experience in HR administration or HR Information Systems
▪ Experience using or supporting HCM systems such as SAP SuccessFactors is essential
▪ General understanding of HR policies and practices
▪ Knowledge in MS Excel is preferred - SQL or other programming languages would be a plus
▪ Fluency in English and an asset if working knowledge of French
▪ Experience in PeopleDoc or any case/file management tool is preferred
The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization
that works to protect and assist people affected by armed conflict and violence.
The Manila Shared Services Center (MSSC), based in Makati since 1992, provides a range of services mainly in the
field of Finance, Accounting, Logistics, Reporting & Human Resources, to ICRC Headquarters in Geneva and
delegations around the world.

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule (optional)

To be considered in this position, you will need to submit the following requirements in one PDF file to: following this format for the subject line: LAST NAME First Name – HRIS EUFS 1
• Motivation letter
• Comprehensive and updated resume
Deadline of application: 9 January 2023
Start date: Immediately
*Only short-listed candidates will be notified.

The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that protects and assists people affected by armed conflict and other situations of violence around the world. It is present in more than 100 countries, with headquarters in Geneva, Switzerland.

The ICRC's Manila Shared Services Center (MSSC), based in Makati City, Philippines, carries out a range of global functions, including reporting, financial, logistical, human resources and other services.

Office Address: 32/F Petron Mega Plaza, 358 Sen. Gil Puyat Ave., Makati City, Philippines