Project Officer, Communications – CRM (P)

Introduction

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following IOM Member States that are not represented among staff members in the Professional and higher categories: 
   Bahamas, Barbados, Comoros, Congo (the), Cook Islands, Dominica, Federated States of Micronesia, Grenada, Guinea-Bissau, Holy See, Iceland, Israel, Kiribati, Marshall Islands, Namibia, Nauru, Palau, Saint Kitts and Nevis, Saint Lucia, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Suriname, Timor-Leste, Tonga, Tuvalu, Vanuatu

Second tier candidates include:
All external candidates, except candidates from non-represented member states of IOM.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. The International Organization for Migration (IOM) provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Mobility Pathways and Inclusion, specifically the Resettlement and Movement Management  Unit (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs. 

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. Under the terms of the Memorandum of Understanding (MOU) with the US State Department Bureau for Population, Refugees and Migration (PRM), IOM is responsible for implementing Resettlement Support Center (RSC) functions in PRM-designated locations.,  These activities include supporting  visiting US Citizenship and Immigration Services (USCIS) officers, facilitating security and medical screenings, providing information about arriving individuals to resettlement agencies in the US and offering Cultural Orientation (CO) training to individuals departing for the US.

The position will initially be based in Washington DC, with subsequent relocation required according to programmatic requirements. 

Under the overall supervision of the Deputy Project Manager, RSC and direct supervision of the Project Coordinator, Communications, the Project Officer, Communications – CRM will have the following duties and responsibilities:

Required Qualifications and Experience

Education

• Master’s degree in Computer Science, Information Management, Information Technology,  Information Systems, or a related field from an accredited academic institution with two years of relevant professional experience; or,
• University degree in the above fields with four years of relevant professional experience

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Demonstrated experience applying professional judgment to the configuration, customization, and implementation of enterprise CRM solutions, preferably Microsoft Dynamics CRM, in line with established standards; 
• A minimum of five years (5) of increasing responsibilities in .NET software development with SQL Databases and a minimum of 3 years of experience in developing web-based database applications and thin-client Web-based applications; 
• Experience using source control and DevOps practices/tools (e.g., SVN/Git; CI/CD) to support controlled releases, configuration management, and issue tracking within an established governance approach;
• Experience delivering or supporting end-user training and adoption, including preparing user guidance and assisting with rollout and stabilization activities;
• Experience working with specialized international agencies (UN Agencies, International Organisations, and International NGOs) and in complex operations, including conflict and post-conflict situations preferred; 
• Experience in managing and integrating enterprise phone systems or other communications platforms within a CRM environment is highly desirable; and,
• Experience in RSC processing activities is required.

Skills

• Proficient with developing, deploying, customizing, and integrating  the enterprise CRM systems, such as Microsoft Dynamics CRM; 
• Demonstrated proficiency in installing and deploying CRM Organizations; 
• Demonstrated proficiency in customizing and creating CRM entities; 
• Demonstrated proficiency in understanding and implementing business workflows and processes; 
• Demonstrated proficiency in using either the CRM SDK or plugin platforms; 
• Demonstrated proficiency with Microsoft .NET 3.5+ development using C#; 
• Solid technical knowledge of SQL Server 2008/2012/2017 administration; 
• Proficient in back, middle and front-end development;  
• Possesses knowledge and understanding of XML documents, XSD schemas, XSLT to develop the necessary schemas and maps to represent the flow of the messages through the solution;  
• Possess a good understanding of relational database concepts;  
• Possess a good understanding of SOAP/REST web services and their payload schema; and, 
• Working knowledge on SharePoint and Power Platform. 

Languages

IOM's official languages are English, French, and Spanish.

For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. 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.

Managerial Competencies – Behavioural indicators - Level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Internationally recruited professional staff are required to be mobile. Please refer to this link for guidance on IOM Job Category.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

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.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members. For this staff category, candidates who are nationals of the duty station's country cannot be considered eligible.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies