VN 098/2026 HR Associate (Staff Development and Learning)

## Job Description Within the Integrated Talent Management Division (ITMD) and under the Department of Human Resources (DHR), the Staff Development and Learning (SDL) unit is responsible for the development, implementation and management of programmes and initiatives established in line with the learning and professional development needs of the International Organization for Migration (IOM) staff members. Under overall supervision of the Human Resources Officer in Valencia and the direct supervision of the National HR Officer in Manila, the Human Resources Associate – Staff Development and Learning (SDL) will be responsible and accountable for the administration of SDL’s ticketing system, learning platforms, digital learning tools, and study leave. ## Responsibilities 1. Support the daily operation of the unit’s ticketing system, contributing to timely resolution of learning related service request. 2. Monitor incoming tickets, and coordinate with relevant colleagues to prioritise and resolve issues in a timely manner. 3. Contribute inputs and suggestions to refine ticketing workflows, improving user experience. 4. Coordinate with relevant colleagues within the SDL team to update and maintain Frequently Asked Question (FAQ) articles and service request forms, keeping unit resources current. 5. Generate periodic reports on ticketing performance, issue trends, and resolution times for supervisor review. 6. Provide client support and respond to queries and requests, and troubleshoot issues related to the learning platforms/systems, tools, and business processes under the post's area of responsibility to deliver timely resolution and high-quality service. 7. Administer the day-to-day operation of one or more of the learning platforms owned by SDL to support effective service delivery. 8. Build user capacity of peers and relevant stakeholders through live demo sessions, video tutorials and user guides, and promote available courses in the learning platform to strengthen staff engagement in learning opportunities. 9. Compile regular reports and status updates on the platform usage and other relevant metrics for supervisor review. 10. Coordinate license management activities and liaise with relevant stakeholders on the procurement process. 11. Regularly coordinate with the external content/service provider. 12. Serve as back-up administrator for other SDL learning platforms to support business continuity operations. 13. Process study leave requests by reviewing submissions for completeness and compliance with established guidelines. 14. Maintain the study leave tracker to keep accurate and up-to-date records of all transactions. 15. Provide regular reports and status updates on study leave requests to the supervisor and Head of SDL to support transparency and timely communication of approvals, denials and outstanding cases. 16. Compile and analyse study leave data to identify trends and patterns, including areas such as fields of study, institutions attended, study leave utilisation, duration of leave granted, and recurring staff needs, bringing to the attention and consideration of the supervisor the findings and improvement opportunities. 17. Regularly update of study leave-related FAQs and promptly respond to related queries from IOM personnel to facilitate staff understanding and compliance with policies. 18. Act as the focal point for assigned SDL digital learning and engagement tools (e.g., Slido, Miro, Mural, or similar tools), including license administration, user access management, usage monitoring and reporting, vendor liaison, procurement coordination for renewals, and user support. Compile usage data and user feedback for supervisory review. 19. Serve as SDL's focal point with GSSC, Regional Offices (RO), and other IOM departments to gather learning needs, monitor local learning initiatives, relaying identified gaps and opportunities to the supervisor to inform SDL and support planning. 20. Perform such other relevant duties as maybe assigned. ## Qualifications EDUCATION - Bachelor’s degree in Information and Communications Technology, Information Management, Human Resources, Business Administration or a related field from an accredited academic institution with three (3) years of relevant professional experience; or - High School diploma with five (5) years of relevant professional experience; - Certification on Oracle, LMS, statistics, monitoring and evaluation, or data management/datavisualisation is an advantage. - Other diploma or training certification, an advantage. Accredited Universities are those listed in theUNESCO World Higher Education Database. EXPERIENCE - A minimum of two years’ experience in learning management system administration, includingreporting experience; - A minimum of two years’ experience in using a ticketing system, preferred; - Relevant work experience in marketing or promotional campaign; - Experience in HR, learning and development, and/or career support; - Experience in training facilitation, both face-to-face and virtual; and, - Experience in project management, monitoring and reporting, preferred. SKILLS - Familiarity with the UN system and working experience in an international organisation; - Demonstrated skills in the administration of a ticketing system and/or learning management system - Demonstrated skills in providing client support; - High proficiency in the use of the MS Office suite, specifically Teams, Forms, SharePoint, Word and Excel (pivot, charts, slicers, conditional formatting and formulas); - Ability to work independently with limited supervision, can think out of the box solutions, andmanage multiple projects simultaneously; - Ability to build strong working relationships with partners and internal clients globally; - Possess high level of flexibility and adaptability to change; and, - Intercultural awareness skills. Required Competencies IOM’s competency framework can be found at thislink. Competencies will be assessed during the selection process. Values- all IOM staff members must abide by and demonstrate these five values: - Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion. - Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. - Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. - Courage: Demonstrates willingness to take a stand on issues of importance. - Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies– behavioural indicators Level 2 - Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. - Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. - Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate. - Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. - Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way. Notes Please refer to thislinkfor guidance on IOM Job Category. 1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation. 2. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months. 3. Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, sec