Enterprise Content Management Applications Section Head

This position is located in the Information and Technology Management Department (INFOTEC), Application Management Services Branch (AMS). INFOTEC manages and governs the ILO’s portfolio of information and technology assets.

AMS is responsible for the design, development, maintenance and management of large-scale enterprise applications in support of administrative processes, knowledge sharing, decision-making and collaborative working.

AMS ensures that software being deployed throughout the Office conforms to ILO directives, policies and standards; provides measurable organizational value; aligns with Office-wide strategies and objectives; and represents effective and efficient use of technology. 

AMS is responsible for implementing agile, cost-effective, innovative and transformative digital solutions to improve business processes and to support staff with the tools and applications they need to increase productivity and improve working methods.

AMS manages the following general application categories and technology solutions: Enterprise Resource Planning (ERP) and Administrative Applications; Analytics, Business Intelligence, Data Warehousing and Reporting; Enterprise Content Management (ECM), Intranet and Public Website; Digital Working Methods, Knowledge Sharing and Collaboration; and Custom Developed Applications and Solutions.

This position reports to the AMS Chief and will lead the following general application categories and technology solutions: Enterprise Content Management (ECM), Intranet and Public Website and Digital Working Methods, Knowledge Sharing and Collaboration

1. Develop and implement the ILO’s ECM strategy, methods and tools used to capture, manage, store, preserve and deliver content to various target audiences.

2. Manage and oversee the operation and implementation of ECM applications and projects in the areas of collaboration, web content management, digital asset management, knowledge management, document management and records/archives management according to ILO project management standards. Manage the content design, development and support of a modern, fit for purpose ILO Public Website. Drive the adoption of the ILO Intranet, which implements the ILO’s vision of modern digital workplace. Provide improved access to information, enhanced knowledge sharing, improved decision making, increased data transparency, better support for teams and expanded mobile working.

3. Develop, document and oversee aspects of the software development lifecycle pertaining to ECM applications (e.g. solution scoping, requirements analysis, gap analysis, feasibility, functional design, application configuration, integration testing, user acceptance testing, data migration, support, training, etc.).

4. Ensure digital requirements conform to norms, standards and processes established for governance of ILO taxonomies, thesauri and meta-data.  Coordinate with stakeholders to ensure information classification, security and governance processes are followed with regards to the storage, access and retention of information within ECM solutions.  Translate information architecture into ECM solutions.

5. Ensure staff and non-staff resources/funds are prioritized, effectively utilized and managed to achieve deliverables, targeted milestones and objectives in accordance with established work plans. Implement quality controls, risk management strategies and issue resolution procedures to ensure that projects are on schedule and within budget.  Assess, document and monitor any potential risk to overall team and project objectives and notify management of risk requiring escalation and mitigation.

6. Establish tools and metrics to capture, analyse, report and make recommendations to stakeholders on website usage and trends.  Implement and integrate search capabilities across all ILO websites to ensure user queries return results that are accurate, relevant and in proper context.

7. Conduct procurement-related activities for selection of vendors, technologies and services as required to deliver ECM solutions. Ensure the drafting of Terms of Reference, Request for Proposals, evaluation of offers, etc., used in competitive bidding practices comply with ILO financial and legal regulatory frameworks. Engage strategic partners and vendors to align any provided third-party IT operations and services in accordance with ILO governance mechanisms and standards.

8. Establish and manage strategic partnerships with a global network of service providers, leveraging a broad range of capabilities, skills and capacities through various sourcing modalities (onshore, offshore, near shore).  Administer vendor contracts to ensure funds are appropriately allocated, managed and tracked to ensure targeted deliverables and expected service levels are met. Monitor and take action as needed to ensure value for money is attained for services being provided by third-parties.  Ensure vendor service level agreements (SLA) and key performance indicators (KPI) are implemented, monitored and reported on a regular basis.

9. Develop and nurture stakeholder relationships.  Engage business partners to ensure appropriate change management, training and capacity building are considered and applied when implementing solutions.  Establish a strategy and approach for communicating with partners and users to inform them of application/process changes.

10. Design and implement fit for purpose solutions. Incorporate good practice UI/UX standards. Ensure appropriate documentation is produced and system/user acceptance testing of solutions are carried out. Provide 2nd/3rd level support for ECM solutions and manage the response and resolution of functional/process/procedural questions, application bugs, custom code errors, etc.  Ensure release management procedures for software migration, documentation and controls are followed in accordance with established processes.

11. Keep abreast of ECM technological advances and make appropriate recommendations to management with regards to strategic direction.  Use advances in technology to innovate ways of working, exceed business expectations and add measurable value to the overall strategic and operational objectives of the Office. 

12. Perform other related duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

1. Develops and recommends a course of action in the following ECM and application areas: solutions scoping, requirements analysis, gap analysis, feasibility, functional design, application configuration, integration testing, user acceptance testing, production deployment, support and training.

2. Define standards and procedures for validating the integrity and operational viability of existing business processes. Ensure all associated procedures and documentation are being maintained according to evolving business requirements.

3. Perform strategic impact analysis of existing processes, systems and structures requiring change and provides estimates of effort. Evaluate the design, quality, stability and maintainability of custom code developed to fill gaps between standard ECM functionality and business requirements. Review design and development efforts that will support future enhancements.  Develop and recommend strategic direction of the sustainability, maintenance and upgrading of enterprise applications.

4. Assess criticality and allocate resources effectively to perform and oversee troubleshooting of functional issues; determine if functional requirements are met by existing software and develops action plans to correct deficiencies; support the Office during cutover and transition to new software releases. Guide staff and direct to ensure effective operation of enterprise applications.

5. Investigate reported application problems and work with functional/business analysts to test, diagnose and isolate the root cause of problems. Prepare incident reports for further investigation by technical operations and development experts. Coordinate further diagnosis and tests as necessary to assist with and recommend workarounds where appropriate. Engage senior stakeholders to develop action plans and lead staff to take action according to agreed timelines.

6. Work to develop client relationships with senior stakeholders and management by listening, understanding and anticipating needs, and suggesting appropriate solutions to ensure client satisfaction and continuous alignment with the client's business needs.

7. Defines quality metrics and controls, risk management strategies and issue resolution procedures. Analyses, assesses, documents, monitors and manages any potential risk to overall organizational objectives and notifies management of risk events requiring escalation and mitigation.

8. Monitors and reports the progress of application activities to management including resources and budget to ensure projects and budgets meet established targets. Reconciles conflicts within and between staff regarding resources, deadlines and standards.

Advanced university degree in Information Technology Management, Computer Science, Information Management or other related field that is relevant to the scope of the assignment.

At least ten years of experience implementing or managing the implementation and IT operations of enterprise oriented ECM application technology solutions such as public website, intranet, document/records management, etc.   Experiences within this framework should include decisions related to technology selection, architecture design, enterprise solution operation/sustainability and at least five years of day to day management of teams performing these services for ECM solutions. A minimum of five years of relevant experience should be at the international level.  Must have proven experience in project management, change management, performance management, customer and vendor relationship management, risk management and business process modeling/reengineering. Experience leading Microsoft SharePoint implementations and knowledge of Microsoft Office 365 is an advantage.

Excellent command of one official language of the Organisation (French, English, Spanish) and a working knowledge of a second official language of the Organization. One of them must be English.

In addition to the ILO core competencies, this position requires:

Technical

Ability to solve complex business and technology issues which cross organizational boundaries and technologies; ability to document problems, impacts and resolution options in a clear and concise manner; ability to liaise and negotiate to develop solutions.

Ability to adapt to major changes in tasks or in the work environment. Ability to develop, maintain and promote collaborative relationships.

Ability to convey information and ideas through a variety of media in a manner that engages the individual or group. Strong decision-making skills and analysis, judgment and problem-solving.

Effective time management skills and multi-tasking capabilities including meeting deadlines; ability to work independently and effectively at all levels of a collaborative team environment; strong leadership, administrative and organizational skills.

Ability to use and adapt communication methods to work effectively with partners and peers to meet mutual goals and objectives; build networks to obtain cooperation.

Ability to take prompt action to accomplish objectives, even beyond what is required. Ability to meet the needs of ILO constituents and other partners.

Integrity and ability to maintain social, ethical and organizational norms and firmly adhere to codes of conduct and ethical principles.

Knowledge management: ability to develop and update professional knowledge continuously, and to assimilate and apply new job-related information in a timely manner.

Managing for performance: focusing and guiding others to meet objectives and targets at individual and group level.

Strong planning and organizational skills, ability to establish courses of action for self and others to ensure that work is completed efficiently, estimating effort and monitoring the results of assignments and projects.

Strategic planning and ability to identify key issues and relationships relevant to achieving a long-range goal or vision. Sufficient understanding of relevant business operations, policies and procedures within the UN environment; capability to gather, document and analyze information; ability to draw conclusions, define strategies and suggest solutions; discern criticality of issues and appropriately escalate to resolve within needed timelines.

Behavioural
Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.