Global Support Officer (ERP / Logistics)

ICRC - International Committee of the Red Cross

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this


The Global Support Officer will be a member of the unit Supply Chain Support & Projects, in charge of developing and supporting ICRC’s logistics division’s information systems, knowledge management, and learning & development.

S/he will be in charge of providing 3rd-level support to users of the ERP JD Edwards, delivering solutions to software problems such as defects in functionalities, and analyzing/proposing/delivering change requests. The Global Support Officer will work in a team as a part of the support structure based at ICRC Belgrade Shared Services Center (BSSC).

Accountabilities & Functional responsibilities

  • Reviews, analyzes, and evaluates business and user needs and issues, as well as identifies the root-cause of issues.
  • Provides 3rd level ERP functional support, mainly in the areas of Warehouse, Transportation, IMPEX (Import/Export) processes. Analyzes and resolves tickets escalated by 2nd level support.
  • As member of the Product Team, works closely with Business Process Owners in defining functional gaps, propose process improvements and work on the optimization of the logistics processes. Defines functional specifications for development and implement solutions.
  • Advises BPO’s and SME’s on the best usage of the system and proposes new procedures or procedural changes.
  • Liaises with JD Edwards technical experts to complete specifications as well as with Finance and ICT 3rd level support and coordinates the work of the development teams.
  • Perform in depth analysis of ERP background processes and data integrity violation.
  • Is responsible for test case preparation and execution as well as for coordination of User Acceptance Tests.
  • Contributes to the production of the project documentation and in the production of the user support documentation.
  • Maintains and adjusts system setup, parameters, and options.


  • Internally, interacts with logistics second-level support staff, ICT third-level support staff, business analysts and staff in the Manila Shared Services Centre.
  • Externally, interacts with JD Edwards financial consultants.

Professional Experience required / Certifications / Education required


  • Economics, Business or Technical Sciences background.
  • Minimum 5 years’ experience in using ERP system (JD Edwards as an asset) and minimum 2 years’ experience in ERP implementation and/or support function, along with experience in 2nd /3rd line support.
  • Definition of functional specifications.
  • Very good analytical skills along with the ability to convert business problems into IT solutions and advanced problem-solving skills.
  • Experience in supply chain management, Warehouse Management and/or Transport Management is an asset.
  • Excellent command of English is a must, French is an asset.
  • Excellent communication skills, both verbal and written.
  • Advanced MS Excel skills, SQL is an asset.
  • Proven history of continuous education and drive to increase skill set.
  • Well organized with the ability to handle multiple tasks and prioritize.
  • Team player, but eager to take initiatives and take ownership.

Additional information

  • Type of role: Global Support Officer (800745)
  • Working rate: 100%
  • Location: BSSC (Tresnjinog cveta 1, Belgrade)
  • Job level: C1
  • Length of assignment: Open-ended
  • Type of position: Resident (The vacancy is open only for persons with Serbian citizenship or personal work permit in the Republic of Serbia)
  • Application deadline: 29.05.2024.


If you are interested in this position, please send us your CV and Motivation letter in English.

Only shortlisted candidates will be contacted.

What we offer

  • Work and progressive professional development in an exciting international environment.
  • An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.
  • Stimulating benefits package.

To help us track our recruitment effort, please indicate in your cover/motivation letter where ( you saw this job posting.

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