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 ¿ MSRP Supply Chain)ORGANIZATIONAL CONTEXT
The ICT Officer (Service Delivery) is principally responsible for ensuring that systems and services, including underlying infrastructure, are available and delivered consistently, reliably and effectively. The incumbent oversees day-to-day operations and coordinates the work of multiple support groups, both internal to UNHCR, as well as Managed Service Providers (MSPs). The incumbent does not have any direct supervisory responsibility.
The position is located within the Business Relationship Management Service and reports directly to the Senior ICT Officer (Service Delivery ¿MSRP/RBM). This role will focus on the service delivery management primarily in the area of PeopleSoft Supply Chain.
FUNCTIONAL STATEMENT
Accountability
- Service level agreements (SLAs) with internal support staff and external service providers are monitored and met.
- Change, test and release processes are properly planned, coordinated, and carried out.
- End-to-end support to the user community is responsive and effective.
- Service provider invoices are reviewed and verified.
- Improvements are identified and pursued with the appropriate priority.
Responsibility
- Oversee and coordinate day-to-day business-as-usual operations, including incident management, problem management, service request management, and asset management.
- Monitor and report on appropriate performance level targets (i.e. SLAs) for all services.
- Provide accurate and timely information on operational status to DIST senior management.
- Provide updates (i.e. hourly, daily and/or weekly) when acting as Incident Manager.
- Serve as primary escalation point for operational issues not resolved within established service levels.
- Serve as Major Incident Manager and lead ¿return-to-green¿ activities for prolonged issues.
- Ensure managed service partners carry out root cause analyses and execute the approved changes to prevent recurrence of critical problems.
- Recommend service delivery process improvements and implement approved change.
- Oversee the change, test, and release management process by ensuring test plans are developed, test results are documented, and actual results meet expected results.
- Ensure delivered solutions are of high-quality from a technical perspective.
- Analyse, interpret and report on system and infrastructure performance and capacity.
- Track expenditures against budgets, prepare forecasts, and verify invoices before payment in view of the service levels achieved.
- Respond to and complete audit recommendations and actions.
- Adopt best practices and innovative ideas for cost-effective delivery.
- Assist in the drafting requests for proposals and reviewing of support contracts including, but not limited to Service Level Agreements, Standard Operating Procedures, and Operational Guidelines for internal and external service providers.
- Maintain appropriate communication channels with service providers and other relevant DIST staff.
- Carry out periodic performance review meetings with internal and external support groups.
- Perform other duties as assigned.
Authority
- Coordinate the work of staff and MSPs within area of responsibility.
- Recommend resources allocation in support of day-to-day operations.
- Take day-to-day operational decisions within area of responsibility.
- Prioritize service restoration activities and escalate issues that cannot be resolved within service levels.
- Request information from internal and external parties, as appropriate.
- Report failure to follow policies, instructions, guidelines, and contract terms.
ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- Undergraduate degree (equivalent of a BA/BS) in ICT or related subject.
- A minimum of 6 years ICT experience (5 years with graduate degree (equivalent of a Master¿s)) including at least 4 years recent experience ensuring that systems and services, including underlying infrastructure, are available and delivered consistently, reliably and effectively;
- Proven day-to-day operational experience running enterprise-wide, mission-critical systems such as ERP (Enterprise Resource Planning Software), CRM (Customer Relationship Management), Enterprise Content Management, Enterprise Collaboration Platform, Enterprise Business Intelligence Platform;
- Demonstrated experience of managing service development in the area of PeopleSoft Supply Chain and working knowledge of other PeopleSoft applications;
- Good understanding of change, test and release management processes for large, mission-critical systems;
- Demonstrated experience leading various aspects of IT service management;
- Experience working as part of a matrixed team to ensure collaboration and effective operations;
- Ability to communicate effectively with technical and non-technical audiences;
- Ability to influence, manage, and lead negotiations with internal and external partners and stakeholders;
- Experience working with business partners, and coordinating mixed teams (internal and partners) toward achieving challenging objectives,
- Understanding of how IT affects an organization and the ability to link it to business processes; and,
- Excellent analytical and conceptual skills.
- Fluent in written and spoken English.
DESIRABLE QUALIFICATIONS & COMPETENCIES
- Graduate degree (equivalent of a Master¿s) in ICT or engineering.
- Knowledge of UNHCR specific ICT processes and technologies.
- Experience with large software development and/or infrastructure projects.
- Experience operating in humanitarian, development, or United Nations organizations.
- 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
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.
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.
Please note that the closing date for vacancies in this addendum 3 to the September 2019 Compendium is Monday 30 December 2019 (midnight Geneva time)