IT Applications Support Consultant (Independent Contractor)

As the institutional representative of over 45 million businesses in more than 170 countries, the International Chamber of Commerce operates with a core mission to “make business work for everyone, every day, everywhere”. We act as the primary voice of the real economy in a range of intergovernmental organisations – from the World Trade Organization to the UN climate process – championing the needs of local business in global decision making. The convening power of our global network enables us to set rules and standards that facilitate over $17 trillion dollars in trade each year – as well as providing tailored products and digital services that directly address the real challenges faced by businesses operating internationally. We also provide the world's premier private global dispute resolution services, leveraging ICC's unique independence, integrity, and expertise. The ICC Academy is ICC's educational arm and supports our mission by providing a wide range of specialised certification programmes, short-online courses and customisable workshops for professionals and businesses operating internationally. We have trained thousands of professionals in more than 100 countries and our qualifications are recognised and accredited globally.

Scope of Services

The Consultant will provide application support services for selected business systems, including LMS, e‑commerce platforms, online proctoring solutions, and CRM tools (e.g. HubSpot).

In particular, the Consultant will:

• Provide technical support services for designated applications, including incident analysis and resolution.
• Troubleshoot application, integration, and user‑related issues, and coordinate with third‑party vendors as needed.
• Monitor system usage, registrations, and payment workflows to identify anomalies and recommend corrective actions.
• Perform user administration tasks (account creation, access rights configuration, deactivation) upon request.
• Carry out functional and regression testing for fixes, enhancements, or new releases.
• Validate system behaviour following deployments and report any residual issues.
• Prepare and maintain documentation deliverables, including SOPs, user guides, and knowledge base content.
• Liaise with external vendors regarding configuration, maintenance, and upgrades, and follow up on agreed actions.
• Propose process improvements, automation ideas, or system enhancements based on observed usage and experience.
   

Expected Profile 

• Demonstrated experience delivering application support services for SaaS platforms (e.g. LMS, CRM, e‑commerce) (min 2 years)
• Proven ability to troubleshoot web‑based systems and integrations.
• Experience with testing activities (functional and/or regression).
• Strong documentation skills for operational and user‑facing materials.
• Capacity to manage multiple assignments autonomously and communicate clearly with business and technical stakeholders.

Working Arrangements

Time commitment, response times, and priorities are defined contractually and may vary depending on project needs.