What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence. In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on. We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

The Functional Application Support Specialist acts as subject matter expert to enable an efficient use of the PAM application. They provide Level 2 functional/application support to end-users, assisting when they encounter problems (e.g. clarify procedures, manage access rights etc.) channeled through tickets escalated from the Level 1 global support. Whenever needed, the Functional Support Specialist escalates tickets to the L3 Functional Support or to the L2 Technical Support team.

The Functional Support Specialist plays an important role in building capacity of headquarters and field colleagues by identifying gaps, organizing virtual trainings and coaching field teams to set up projects in the PAM application.

They maintain reference data, support users to improve data quality and ensure data is processed in line with the internal rules (according to e.g. information management and data protection rules). They keep track of recurrent functional/application problems, performs root cause analysis and builds & improves the application Knowledge Base accordingly.

In addition, the Functional Support Specialist acts as a bridge between users and the project team throughout the duration of the project, regularly collects and provides user feedback to the project team, contributes to solution testing and also directly supports the rollout of subsequent PAM releases by contributing to the creation & improvement of PAM training materials.

Accountabilities & Functional Responsibilities

Functional support & application administration

• Resolves standard user requests regarding PAM functionalities and administers the application.
• Follows-up on ticket resolution with users and ensures complete and timely documentation.
• Participates to the resolution of questions asked by users through various channels.
• Collaborates with the larger support community covering other interrelated applications and transfers.

Data quality and reporting

• Monitors data quality, interacts regularly with a network of key users / data focal points to resolve data quality issues and instructs end users.
• Verifies the quality of institutional reports generated in the application.

Support continuous improvement

• Anticipates, identifies, performs root-cause analysis and documents recurrent issues related to PAM by regularly updating the Knowledge Database.
• Diagnoses, describes and reports malfunctions accurately and suggests solution improvements.

New solution releases and capacity building

• Acts as bridge between end users and the product team.
• Participates in testing of new solution versions.
• Contributes to the creation & maintenance of PAM learning and support materials and organizes Webinars and online trainings for new and existing users.

Certifications and Education Required

University degree, preferably in Business Administration, Information Management Systems, Engineering or equivalent studies.

Professional Experience Required

5+ years of end-user functional support experience along with 3+ years’ experience in data management and analysis and exposure in various business management systems. Experience in training delivery (or training materials development such as online tutorials etc.) is an advantage. Experience with working on projects / product management and exposure to change management techniques are an advantage. Knowledge of Customer Relationship Management (CRM), web & mobile technologies and Business Intelligence (BI) Tools (configuration, interface etc.) is an asset. Knowledge of Support Ticket System (Service Now, Jira, VSM, vFire etc.) and of Azure Dev Ops (TFS) is an advantage.

Desired Profile and Skills

• Excellent oral and written communication and listening skills
• English and Spanish proficiency are a must; knowledge of French is an asset
• Adept at collecting, synthesizing, interpreting, and summarizing data
• Excellent presentation and pedagogical skills, able to explain and illustrate complex concepts and understand difficulties of learners
• Sense of initiative and ability to critically examine issues and find constructive solutions

What we offer

Rewarding work in a humanitarian and multicultural environment. Hybrid working model - 3 days in the office. Attractive social benefits.

Additional Information

Type of role: End-User Functional Support 2. Working rate: 100%. Location: Belgrade Global Hub, Tresnjinog cveta 1. Length of assignment: Open-ended contract. Type of position: Resident (The vacancy is open only to persons with Serbian citizenship or a personal work permit in the Republic of Serbia). Application deadline: 09/11/2026.

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 and 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.