Supply Information Systems Support Officer

CONTEXT 

Driven by MSF’s goals, the Operational Center Brussels (OCB) supply chain’s mission is to enable humanitarian action and provide reliable supply chain solutions. The supply chain is composed of different entities to cover the whole, all of which interact with each other. As such, the scope covers a supply chain that is specific, humanitarian, and subject to emergencies. 

Within this context, the OCB Supply Chain Department provides comprehensive supply chain management support to all OCB countries of operations. This department oversees the entire supply chain for the MSF Belgium's Operational Center and is responsible for supporting all OCB operational locations in their supply chain management. 

As Supply Information Systems Support Officer (SISSO), you are a member of the Supply Technical and Information Systems team (STIS) within the OCB Supply Chain Department. The STIS team focuses on ensuring that OCB Supply staff have access to the tools, data, and processes necessary to provide optimal service to MSF beneficiaries. OCB operations worldwide use a range of information systems (IS) tools to facilitate supply chain management. 

Reporting to the Supply Information Systems Operational Team Leader (SISOTL), you are responsible for providing second-line support to Supply Information System (SIS) users. Your main responsibility will be to manage and support the SIS helpdesk, with UniField ERP as the primary information system, whilst also supporting other supply information systems used across OCB global operations.

As OCB supply systems evolve, your role will expand to include future solutions that are yet to be developed. Hence, this position requires a high level of collaboration within the Supply department, other departments in OCB, the UniField users’ community and other MSF sections to ensure that the training resources are aligned to the needs. 

In addition, your role will include a range of responsibilities such as UniField analysis and reconfiguration, data cleaning, testing new features, conducting worldwide visits, managing advanced technical responsibilities, and providing back-up support to fellow information systems referents.

MAIN RESPONSIBILITIES

Service Operations – Helpdesk & Incident Management

• Provide second-line support for UniField ERP and other supply information systems, ensuring timely resolution of issues

• Resolve user queries and troubleshoot data inconsistencies

• Identify, consolidate, and escalate system errors, functional issues, and improvement requests

• Use helpdesk data to develop reports and KPIs, analyze trends, provide insights to key stakeholders, and contribute to continuous improvements

• Coordinate with third parties (e.g., MSF Supply, SPINCO, etc.) to resolve inter-system issues

Cross Functional  

• Provide as needed support to the STIS team members as required, including working group participation, onboarding, briefing/debriefing, and other initiatives as assigned

• Identify and communicate key trends or issues with STIS to facilitate coordinated action across departments

• Participate in STIS working groups to support the development of UniField training sessions and contribute to the creation and maintenance of user documentation

• Organize and conduct visits to the projects as needed to support users, resolve system issues, and ensure a clear understanding of project-level constraints.

• Support STIS colleagues as needed to maintain operations

Technical  

• Assist in piloting and implementing new features, ensuring alignment with operational needs and system standards

• Test new functionalities to ensure they perform as expected and meet OCB mission requirements

• Recommend functional and technical improvements for UniField

• Assist in the configuration and implementation of UniField at new operational locations

Platforms  

• Participate in various platforms at the interdepartmental, Supply Center, intersectional, and other system levels - based on organizational needs

REQUIREMENTS

Education and Experience 

• Bachelor’s or Technical degree in Supply Chain related fields is a strong asset

• Proficiency in UniField ERP (including its functions, troubleshooting, and real-world application) is mandatory

• Minimum 2 years MSF operational experience in Supply Chain Management is mandatory

• Experience with Power BI, Warehouse Management Systems (WHS), and other supply chain software is a strong asset

• Proficiency in Zendesk or other helpdesk software is a strong asset 

Competencies 

• Understands the relationships between MSF's operating context, MSF's OCB supply processes and UniField's configuration

• Ability to clearly explain technical concepts to non-technical users and listen actively to understand user needs

• Focused on delivering high-quality support with a user-centered approach, ensuring satisfaction and resolving issues effectively

• Ensures accuracy in support responses, system documentation, and communication

• Proactive and resourceful in identifying solutions to complex issues

• Works well in a team in a multi-stakeholder and multicultural environment, supporting colleagues and contributing to shared goals

• Balance multiple tasks and tickets efficiently, meeting deadlines without compromising quality

Languages 

• Fluency in written and spoken English or French is mandatory 

• Professional proficiency in the other language is mandatory

• Knowledge of Spanish, Portuguese or Arabic is an asset 

CONDITIONS

• Expected starting date: June 2025. 

• Location*:  Brussels (Belgium) *

  *Other location/s where there is an MSF entity within maximum 2 hours’ time difference could be exceptionally discussed. The outcome depends on the candidate's residency, the local legal limitations (residency, work permit, etc.), and the agreement with the hosting MSF entity of the location 

• Mobility: maximum 30% of visits abroad 

• Contract type: Open-ended contract - Full-time 

• Salary according to MSF-OCB HQ grid

• The contractual terms and conditions will be established according to the place of work, legal constraints and in respect of MSF standard function and salary grids

• Meal Vouchers – Hospital Insurance (DKV) – Pension Plan – 100% reimbursement for public transportation costs 

• Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment  

• Adhere to the MSF Behavioral Commitments  

  Deadline for applications: 2 April 2025

How to apply?

➢ Submit your application via the 'Apply here' button here

➢ You will be directed to the online application form for this position 

➢ It should take 5-10 minutes to complete. Thank you in advance for having your CV and motivation letter ready to upload 

Only shortlisted candidates will be contacted

Position only open to candidates with previous MSF work experience

No MSF experience? Check out other job offers

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