ICT Officer (Service Delivery - Refugee Systems)

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

ICT Officer (Service Delivery  - Refugee Systems)

ORGANIZATIONAL CONTEXT
The ICT Officer (Service Delivery - Refugee Systems) will oversee day-to-day operations, monitor performance and evaluate customer feedback to develop quality improvement processes spanning all applications and services in scope for this position. The incumbent will coordinate the work of multiple support groups, both internal to UNHCR as well as partner organizations, to ensure the availability and performance of applications and the provision of effective customer-support to the user communities.

This post is within UNHCR¿s Division of Information Systems and Telecommunications (DIST).  The incumbent will report to the Senior ICT Officer (Service Delivery ¿ Refugee Systems) and will be part of the Refugee Systems section within Business Relationship Management Service, which is responsible for UNHCR¿s portfolio of Refugee systems (i.e. Population Registration and Identity Management Ecosystem or PRIMES).

FUNCTIONAL STATEMENT
Accountability
- End-to-end support to the user community is responsive and effective.
- Service level agreements (SLAs) with internal and external service providers are clearly defined, monitored and met.
- Improvements are identified and pursued with the appropriate priority.
- Service provider activities are prioritized and carried out.
- Activity reporting and invoicing by providers are reviewed and verified.
- Assets and licenses pertaining to Refugee Systems are properly tracked and planned for.

Responsibility
- Ensure that Service Level Agreements or Objectives (SLA/SLO) are set for common incidents and service requests.
- Track SLAs and SLOs to ensure they are properly monitored and reported on.
- Communicate with the support groups to make sure escalations are timely and in accordance with agreed upon escalation paths.
- Monitor the assignment and resolution of incidents; ensure they are properly assigned based on the severity levels and operational priorities.
- Assist, as necessary, in major-incident resolution and provide regular updates.
- Provide updates (i.e. hourly, daily and/or weekly) when acting as Incident Manager.
- Ensure coordination between functional and technical resolution groups at the various levels, as necessary.
- Identify incident trends and ensure they are grouped and addressed within Problem Management.
- Track status of problem resolution to ensure proper assignment and prioritization.
- Support ¿return-to-green¿ activities.
- Coordinate with the ICT Officer for Change, Test and Release-Management to ensure proper alignment with the Business-As-Usual support community. Regularly liaise with focal points in other technical support areas, such as platform and network support, to ensure effective collaboration with Refugee Systems Support.
- Track assets and licenses and verify activity-reporting and invoices provided by service providers and vendors.
- Coordinate with counterparts in other divisions who are involved in asset and license management.
- Manage meeting schedules for the support groups and communication with the various stakeholders;
- Respond to and complete audit recommendations and actions. Constantly seek to improve the support processes and adopt proven best practices.
- Perform other related duties as assigned.

Authority
- Communicate and escalate incidents as appropriate.
- Prioritize service restoration activities.
- Request information from internal and external parties, as appropriate.
- Report failure to follow policies, instructions, guidelines, and contract terms or meet service level agreements.
- Take day-to-day operational decisions.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Undergraduate degree (equivalent of a BA/BS) in ICT or related subjects plus minimum of 6 years ICT experience including at least 3 years¿ recent experience in service management in observance of ITIL principles or other recognized ICT best-practices frameworks. Graduate degree (equivalent of a Master¿s) plus 5 years or Doctorate degree (equivalent of a PhD) may also be accepted.
- Good understanding of UNHCR field operations and the operational context. Experience with enterprise-wide mission critical systems such as PRIMES, ERP (Enterprise Resource Planning Software), CRM (Customer Relationship Management), Enterprise Collaboration Platform, Enterprise Business Intelligence Platform
- Good understanding of change management processes and demonstrated ability to comply with such.
- Good understanding of test and release management for large, mission-critical systems.
- Demonstrated experience leading various aspects of ICT Service Management.
- Understanding of the IT Software Development Life Cycle (SDLC).
- Experience working as part of a matrixed team, ensuring good collaboration and results.
- Ability to communicate effectively with technical and non-technical audiences.
- Ability to influence, manage, and lead negotiations with internal and external partners and stakeholders.
- Strong teamwork and interpersonal skills.
- Understanding of how IT affects an organization and the ability to link it to business processes.
- Excellent analytical and conceptual skills.
- Fluency in written and spoken English.

DESIRABLE QUALIFICATIONS & COMPETENCIES
- Advanced university degree in ICT or engineering.
- Formal certification in ITIL.
- Formal certifications in ICT Service Management.
- Project management experience.
- Experience working with Agile/Scrum methodologies.
- Experience with large software development and implementation projects.
- Experience operating in humanitarian or United Nations organizations.
- Experience leading a matrixed team to ensure collaboration and effective operations.
- Experience working with business partners, and coordinating mixed teams (internal and partners) toward achieving challenging objectives.
- Familiarity with policies and operations aimed at providing international protection and assistance to refugees
- Familiarity with the UNHCR field operations.
- Working knowledge of any other UN language. C001L3 - Accountability Level 3
C002L3 - Teamwork & Collaboration Level 3
C003L3 - Communication Level 3
C004L3 - Commitment to Continuous Learning Level 3
C005L3 - Client & Result Orientation Level 3
C006L3 - Organizational Awareness Level 3
M001L3 - Empowering and Building Trust Level 3
M003L3 - Judgement and Decision Making Level 3
X001L3 - Analytical Thinking Level 3
X003L3 - Technological Awareness Level 3
X005L3 - Planning and Organizing Level 3
X008L3 - Stakeholder Management Level 3 <p>The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.</p>
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See below for this postion's Operational Context
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For those people applying for High Risk Duty Stations, we strongly encourage them – before deciding to apply- to read the country specific security and welfare country profiles which can be found on the Intranet under Support Services - Duty of Care (https://intranet.unhcr.org/en/support-services/duty-of-care.html). Ensuring staff are better informed is part of the increased attention UNHCR is paying to Duty of Care.

Staff after having applied to High Risk Duty Stations will have access to country specific information webinars with Field Safety Section (FSS) and Staff Welfare Section (SWS) colleagues and provided with a tool to test their psychological preparedness for serving in High Risk Duty Stations. Applicants who applied for a position in a High Risk country will receive, after the deadline for applications has expired, a joint invitation from the Staff Welfare Section (SWS) and the Field Safety Section (FSS) to participate in these webinars. During the Webinars, latest updates on security and well-being will be provided, and FSS and SWS will address questions raised by participants. Applicants are highly encouraged to benefit, when applicable, from all measures as they provide most up-to-date security and well-being information helpful to assess staff’s readiness to serve in a High Risk Duty Station. A Staff Welfare Officer will also be available, if and when required, to discuss with interested applicants the results of the psychological preparedness tool as well as readiness for assignment in High Risk Duty Stations.

Please refer to the Job Description:
Good understanding of UNHCR field operations and the operational context. Experience with enterprise-wide mission critical systems such as PRIMES, ERP (Enterprise Resource Planning Software), CRM (Customer Relationship Management), Enterprise Collaboration Platform, Enterprise Business Intelligence Platform

Good understanding of change management processes and demonstrated ability to comply with such.

Good understanding of test and release management for large, mission-critical systems.

Demonstrated experience leading various aspects of ICT Service Management.

Understanding of the IT Software Development Life Cycle (SDLC).

Experience working as part of a matrixed team, ensuring good collaboration and results.

Ability to communicate effectively with technical and non-technical audiences.

Ability to influence, manage, and lead negotiations with internal and external partners and stakeholders.

Strong teamwork and interpersonal skills.

Understanding of how IT affects an organization and the ability to link it to business processes.

Excellent analytical and conceptual skills. This post is within UNHCR¿s Division of Information Systems and Telecommunications (DIST).  The incumbent will report to the Senior ICT Officer (Service Delivery ¿ Refugee Systems) and will be part of the Refugee Systems section within Business Relationship Management Service, which is responsible for UNHCR¿s portfolio of Refugee systems (ie Population Registration and Identity Management Ecosystem or PRIMES).

The ICT Officer (Service Delivery  - Refugee Systems) will oversee day-to-day operations, monitor performance and evaluate customer feedback to develop quality improvement processes spanning all applications and services in scope for this position. The incumbent will coordinate the work of multiple support groups, both internal to UNHCR as well as partner organizations, to ensure the availability and performance of applications and the provision of effective customer-support to the user communities. Copenhagen is a Category H Duty Station with a five year SAL.

Copenhagen is an international, cosmopolitan city, and provides all health, education, social, and recreational facilities. No specific security considerations. None

Please note that the closing date for all vacancies in the September 2018 Compendium is Thursday 18 October  2018 (midnight Geneva time).