Red Loop End-User Functional Support (Belgrade Shared Services Centr, RS, 32323)

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.

Your role

The Movement and Partnerships Division covers diverse areas of activity. To support ICRC programs across the globe regarding its cooperation, partnerships, and relations within the Movement and with external partners, it relies on its ability to translate data into usable insights to better support other divisions/departments both at HQs and field in engaging with others to respond to the needs of affected people.

The Red Loop End-User Functional Support ensures that the information system/application data is accurate and processed in line with the internal rules when assisting the users, maintaining the referential, and giving access rights. They are a subject matter/ process expert and support first-level assistance when internal ICRC “customers”/staff encounter problems with the information system/application. They also guide Red Loop users in the adequate use of the Red Loop. They support the application manager as requested, including ongoing maintenance of the tool.

Main activities & functional responsibilities

• Identifies, diagnoses and resolves level 1 and 2 problems with the information system/application and escalates to level 3 if necessary
• Manages and maintains the data referential according to the internal rules and procedures
• Ensures that all users have the correct access rights according to internal rules and confidentiality
• Diagnoses, describes, reports malfunctions accurately and suggests improvements to the application responsible
• Delivers regular reports. Controls and ensures data quality. Instructs users to make the necessary corrections
• Participates to the UAT campaigns
• Contributes to the evolution and maintenance of tools by reporting recurrent incidents to the project and maintenance team
• Maintains adds to the knowledge Database so that the central service desk is able to solve as many problems as possible
• Performs functional testing in UAT and sanity check in PROD environment
• Updates the Workflow Responsibility Matrix
• Provide insights and recommendations based on the analysis of users’ requirements
• Deliver training programs to educate users on the functionality and usage of applications
• Brief new colleagues on the applications (HQ & Field)

Education and Experience required

• Bachelor’s or master’s degree in Information Management Systems, Computer Science Computer Engineering or equivalent
• 6 to 9 years of professional experience with 4+ years’ experience in similar field
• Experience in a CRM, ideally Microsoft Dynamics
• Proven experience in the use, deployment, or training on information systems
• Knowledge of SQL, Tableau, MS Power BI is an asset
• Experience in participating or in leading projects (Prince 2, PMI, SAFe certification is an asset)
• Good command in written and spoken English and French; Spanish is a strong asset
• Ability to interact effectively with users, managers and other stakeholders
• Ability to understand new business processes and their interplay with software and organizational structure

Relationships

• Internally: interacts with all departments/units concerned by support area at HQ and in the field.
• Externally, interacts with external suppliers and service providers in relation to providing technical support.

What we offer

• Work and progressive professional development in an exciting international environment
• Hybrid working model (3 days from the office)
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization.

Additional information

• Type of role: End-User Functional Support 2 (801056) 
• Working rate: 100%
• Location: Belgrade Hub (Tresnjinog cveta 1, Belgrade)
• Job level: B3
• Length of assignment: Fixed term ( maternity leave replacement)
• Type of position: Resident- Hybrid working model (The  vacancy is open only for persons with Serbian citizenship or a personal work permit in the Republic of Serbia)
• Application deadline: 04.06.2026.

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.

If you are interested in this position, please send us your CV / Motivation letter in English. Only shortlisted candidates will be contacted.

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 page.