Enterprise Systems Support Specialist

Deadline for applications: 22 April 2025, 18:00 (CET)

About CGIAR

CGIAR is a global research partnership for a food-secure future. CGIAR science is dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources and ecosystem services. Its research is conducted closely with hundreds of partners, including national and regional research institutes, civil society organizations, academia, development organizations, and the private sector.

About Digital and Data

Digital and Data at CGIAR Systems Organization objectives are to strengthen digital core, implement a comprehensive data ecosystem, and to leverage GenAI.

Under the overall supervision of the Business Solutions Engineer, the Enterprise Systems Support Specialist serves as a key resource to support CGIAR System Organization’s business goals and the CGIAR System mission by actively configuring, supporting, and engaging in relevant activities to enterprise systems used by the CGIAR System Organization.

The main responsibilities of this position are categorized into the following broad areas: 

(i)        Support enterprise applications such as Enterprise Resource Planning (ERP), Customer Relationship (CRM), Human Resources Information System (HRIS), and other relevant business-critical systems.

(ii)      Contribute to building, configuring, analysing, enhancing, and documenting solutions for existing and new Enterprise Systems,

(iii)    Support data engineers by providing relevant data required from enterprise systems using CGIAR data architecture,

(iv)    Assist in managing consultancy vendors to ensure timely and quality deliverables and support.

The Consultant must have in-depth technical expertise with supporting enterprise systems, particularly Enterprise Resource Planning (ERP), Travel & Expense management, Customer Relation Management (CRM), Financial Planning and Analysis (FP&A), and Enterprise Document Management (EDM). This includes assisting with building/configuring, enhancing, migrating systems, in addition to being responsible for support and documentation, and assisting with vendor relationships. Strong data management skills are essential. The role demands exceptional attention to detail, adaptability in a fast-paced environment, and the ability to act as an effective data steward supporting reporting, decision-making, and public-facing data-sharing initiatives.

Scope of Work

   I.  Support enterprise applications such as Enterprise Resource Planning (ERP), Customer Relationship (CRM), Human Resources Information System (HRIS), and other business-critical systems.

1.      Provide support to the full lifecycle of enterprise applications, from selection and onboarding to retirement or replacement.

2.      With supervision from senior staff, analyse and implement needs of applications to seamlessly integrate within the broader IT ecosystem to enhance operational efficiency, promote data consistency, and support business objectives.

3.      Monitor and ensure that enterprise applications licensing, versioning, and compliance are up to date to ensure proper functioning

4.      Monitor the performance and effectiveness of the applications regularly to ensure they align with organizational goals.

5.      With guidance from senior staff, provide analysis and conduct review of data standards definition, and architecture best practices in collaboration with relevant stakeholders to ensure they are compliant and meet the needs.

      II.   Contribute to building, configuring, analysing, enhancing, and documenting solutions for existing and new Enterprise Systems,

6.      With supervision from senior staff, configure enterprise systems as per organizational needs, ensuring proper setup of security protocols and integrations supported by the Digital & Data operations team.

7.      With guidance from senior staff, identify and implement enhancements to improve usability, performance, and scalability.

8.      Analyse, troubleshoot and resolve 1st and 2nd level system issues and provide[JO1] [AA2]  user support, insights and training for optimal utilization. In addition, support the implementation of 3rd level support solutions.

9.      Maintain clear and comprehensive documentation for system configurations, workflows, and processes to support troubleshooting and knowledge sharing.

10.  Support data migration and security activities related to enterprise systems.

    III.   Support data engineers by providing relevant data required from enterprise systems using CGIAR data architecture,

11.  Support the Extract, Transform, and Load (ETL) activities for relevant datasets from enterprise systems in compliance with CGIAR data architecture standards to enable business intelligence, machine learning, retrieval augmented generation, and other data activities.

12.  Engage with data engineers to understand requirements and tailor data delivery.

13.  Support data quality activities including setup and monitoring of data quality controls.

14.  Contribute to data extraction optimization and transformation processes for efficiency and scalability.

IV.     Assist in managing consultancy vendors to ensure timely and quality deliverables and support.

15.  Engage as a contact point for technical support for relevant consultancy vendors.

16.  Provide input to evaluate vendor performance against service agreements, ensuring deliverables meet quality standards.

17.  Support in monitoring contracts, budgets, and financial status for vendor activities and provide advice to supervisor on options to negotiate favorable terms.

18.  Contribute to knowledge sharing and transfer from vendors to CGIAR staff to remove dependencies and ensure thorough documentation.

EDUCATION and EXPERIENCE:

Required:

·       Bachelor’s degree in Computer Science, Systems Engineering, Mathematics, Economics, Information Management or Statistics

·       professional experience in at least 2 of the following types of platforms Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Enterprise Data Management (EDM), Financial Planning and Analysis (FP&A).

Desired:

·       Working experience in an international and multi-faceted or matrix organization

·       Project management qualification or experience

·       Interest or previous working experience in graphic design

KEY COMPETENCIES:

·       Technical expertise with ERP architecture, configurations, and support especially with the following modules (Financials, Project Management, Financial Planning and Analysis, HR, and Expenses). Knowledge on multiple ERP’s a plus.

·       Working knowledge of data models, database design development, and data engineering.

·       Working knowledge of a variety of data management and business intelligence applications and tools is a plus.

·       Experience in collecting and documenting business requirements and translating them into technical specifications

·       Good knowledge and appreciation of data-related technology trends and standards

·       Good knowledge of FP&A, CRM, Travel management, and other relevant platforms.

·       Experience in using PowerShell and similar tools is a plus.

·       Software development experience is a plus.

·       Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy

·      Strong written and oral communication skills in English.

Deliverables

1.       Support to the ERP (Unit4 ERP) is provided at 1st and 2nd levels.

2.       Liaison with consultancy as a service for the ERP to manage projects related to fixing enhancing the ERP.

3.       Documentation on all enterprise systems configuration and changes.

4.       Proactive administrative and technical support to the projects of ERP replacement, Financial Planning and Analysis enhancements, CRM enhancement, and related projects.

5.       User guides, technical documentation, and knowledge transfer materials

Performance Measurement

1.  Key Performance Indicators (KPIs)

·       Documentation quality: Thorough and clear documentation.

·       Training satisfaction: Satsifaction rating from the training delivered to end users.

·       Working solution: Solution is working automatically and free of bugs.

·       Timeliness: The consultant will be evaluated on their ability to meet deadlines and milestones as outlined in the timeline.

2.  Performance Review

Weekly meetings with the consultant will be carried out to review project plan, obstacles, and adjustments to the timeline. During the meetings, feedback will be provided to steer performance and prioritize objectives if needed.

Evaluation Criteria 

·       Certification in MS SQL Server, or similar.

·       Years of experience with relevant ERP, CRM, and similar enterprise tools (unit4 experience is a must).

·      Years of experience of providing support to business functions including finance, HR, and project management.

Confidentiality

As a condition of engagement with CGIAR the Data Engineer (the “Consultant”) acknowledges and agrees to the following confidentiality obligations relating to the access, use, handling, and protection of personal data and other sensitive information:

1. Confidential Information
   The Consultant understands that, during the course of engagement, they may have access to confidential, proprietary, and sensitive information, including but not limited to:
• Personal data as defined under applicable data protection laws (e.g., GDPR, DPA 2018);
• Technical and business information relating to systems, software, datasets, infrastructure, and security;
• Any information, documentation, or datasets marked or reasonably understood to be confidential.
2. Use and Disclosure
   The Consultant agrees to:
• Use confidential information solely for the purpose of fulfilling their duties and responsibilities;
• Not disclose, share, copy, transmit, or otherwise make available any confidential information to unauthorized persons within or outside the organization, either during or after the period of engagement;
• Handle personal data strictly in accordance with internal policies, contractual obligations, and applicable data protection laws and regulations.
3. Data Protection Compliance
   The Consultant commits to:
• Adhere to the organization’s Data Protection Policy, Acceptable Use Policy, and Information Security Protocols;
• Complete mandatory data protection and information security training as required;
• Promptly report any actual or suspected data breaches, unauthorized access, or misuse of personal data.
4. Return or Destruction of Information
   Upon termination of engagement, or upon request by the organization, the Consultant shall return or securely destroy all confidential and personal data in their possession, in accordance with organizational policies and procedures.
5. Survival of Obligation
   These confidentiality obligations shall survive the termination of the Consultant’s engagement for any reason and remain in effect until such confidential information becomes publicly available through no fault of the Consultant.
6. Breach and Remedies
   Any breach of this confidentiality obligation may result in disciplinary action, including termination of consultancy, and may lead to civil or criminal liability. The organization reserves the right to pursue legal remedies to protect its interests.

All applications must be submitted online by clicking the 'Apply' button below. If you require assistance or face challenges in submitting your application, please email smo-bidding@cgiar.org with the position title in the subject line. Please note we will not accept applications through this email. 

Please ensure that your resume and cover letter are in English and do not contain your marital status, age, or photograph. Documents provided in a language other than English will not be considered.

CGIAR is committed to fair, safe, and inclusive workplaces. We believe that diversity powers our innovation, contributes to our excellence, and is critical for our mission. We offer a multi-cultural, multi-color, multi-generational, and multi-disciplinary, collegial working environment. We consciously create an inclusive organization that reflects our global character and commitment to gender equity. We, therefore, encourage applicants from all cultures, races, ethnicities, religions, sexes, national or regional origins, ages, disability status, sexual orientations, and gender identities.

All received applications will be acknowledged; however, only shortlisted applicants will be contacted. 

We look forward to hearing from you!