Roster for Integrated Health Information Platform (IHIP) – IT Service Desk Analyst

The incumbent will be initially stationed at the prospective location. S/he could be posted anywhere in India as per the Project needs.

Overview of the Programme

WHO India Country Office collaborates with the Government of India and relevant stakeholders within the framework of the collaborative Country Cooperation Strategy (CCS), to actively support the development and implementation of national health policies, strategies and plans aiming at promoting access to and utilization of affordable and quality health services and improving financial protection against health-related risks.

Ministry of Health and Family Welfare - Government of India (MoHFW), with WHO technical support, has developed and implemented a web-enabled, near real-time electronic information system, called the Integrated Health Information Platform (IHIP). The vision of IHIP is an essential part of India’s National Digital Health Plan. IHIP is designed to serve as a single, centralized mechanism to integrate health information across all health and health-relevant data from various national programs and entities.

Underlying Values and Core Functions of WHO

WHO’s mandate revolves around six (6) leadership priorities specifying (i) advancing universal health coverage (ii) health related sustainable development goals (iii) addressing the challenge of non-communicable diseases and mental health, violence and injuries and disabilities (iv) implementing the provisions of the International Health Regulations (2005) (v) increasing access to quality, safe, efficacious and affordable medical products (vi) addressing the social, economic and environmental determinants of health.

The South – East Asia Region (SEAR) of WHO is made up of 11 countries, with over 1.8 billion people, with India’s population of 1.3 billion. All the Member States of WHO/SEAR (Bangladesh, India, Bhutan, Myanmar, Sri Lanka, Nepal, Indonesia, Maldives, Timor Leste, Democratic People’s Republic of Korea, Thailand), share the common value of the highest attainable standard of health as a fundamental human right. All of WHO actions are based on this and rooted in the underlying values of equity, solidarity and participation.

Mission of the WHO Country Office for India

The mission of WHO India is to improve quality of life of the 1.3 billion people in India by supporting the government in eliminating vaccine preventable and other communicable diseases, reducing maternal and neonatal mortalities, promoting healthy lifestyles, addressing determinants of health, preparing and responding to health emergencies and strengthening health systems for UHC.

WHO Country Office for India has supported the Ministry of Health & Family Welfare to design, develop and deploy the Integrated Health Information Platform. Currently under IHIP three modules are functional:

Health Management Information System (HMIS): It is a Government to Government (G2G) web-based Monitoring Information System that has been put in place by MoHFW to monitor the National Health Mission and other Health programmes and provide key inputs for policy formulation and appropriate program interventions.

Integrated Disease Surveillance Program (IDSP): This is the module developed within IHIP which enables real-time disease surveillance and reporting from any electronic device for 33 major outbreak-prone diseases.

Malaria (VBDC) module: IHIP module to monitor the malaria cases & control activities.

The current vacancy is to strengthen the IHIP IT team support to the MoHFW.

Description of Duties:

The incumbent will work under the overall guidance of the WHO Representative, Deputy Head of WHO Country Office for India, direct supervision of National Professional Officer (High Threat Pathogens) and overall supervision of Team Leader – (Health Security and Emergency Response). S/he will have the following responsibilities in her/his assigned area of work:

Provide fast and useful technical assistance on Integrated Health Information Platform (IHIP) and related software modules including:

• Provide technical support for day-to-day operations, software testing, maintenance, issues resolution, bug fixation, and of all aspects of the application and user credential management for IHIP applications;
• Work in close coordination and under guidance of IHIP IT core team to understand the IHIP architecture & functionalities and will use this knowledge for problem solving;
• Act as first point of contact (L1) from IHIP team side to end users. Will attend their quarries reported on ‘Helpdesk’ / WhatsApp Groups / email / mobile;
• Be updated with all functionalities, changes, role based features – educate users on right usage of the module;
• Proactively monitor the applications’ health by regularly checking, testing application for functionality and performance;
• Regularly monitor the inbuilt ‘Helpdesk’ ticketing system on IHIP portal and respond to the queries reported in timely manner;
• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the reported issue and details provided by end users. Will walk the users through the problem-solving process;
• Work in close coordination with IHIP IT core team and will refer the unresolved issues to them (L2);
• Record events and problems and their resolution in logs and will prepare & submit a report periodically;
• Follow-up and update users’ status and information;
• Pass on any feedback or suggestions by users to the appropriate internal team;
• Identify and suggest possible improvements on procedures;
• Communicating effectively with technical and business stakeholders verbally and visually Other related duties as deemed essential to support IHIP; and
• Undertake any other activities / tasks as assigned by the supervisors.

Qualifications Required

Education:

Essential: Secondary, technical or commercial school

Desirable: University degree in computer science or in any of the fields related to the functions of the post.

WHO only considers higher educational qualifications obtained from accredited institutions. The list can be accessed through this link: http://www.whed.net/

Experience:

Essential: At least five years of demonstrable experience in IT projects as helpdesk/customer support/Software testing.

Desirable: Experience in help desk support. Applicants having experience in working with government health officials, other health actors and with UN agencies shall be at an advantage.

Competencies:

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing results
• Moving forward in a changing environment

Functional Skills and Knowledge:

• Good understanding of IHIP or similar Information Platform
• Proven experience as a help desk support or other customer support role in IT sector
• Tech savvy with working knowledge of software (data collection) applications, databases and remote control
• Ability to understand user reported issue, to determine whether usage issue or software defect.
• Familiarity with Browser tools to inspect and view details of failures or errors, to narrow down issues to specific technical defects.
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in Hindi & English with excellent communication skills
• Result-oriented and cool-tempered
• Ability to understand and prioritize issues based on impact and criticality, to be sensitive to users, officials, provide timely response on reported issues, communicate and coordinate with core IT teams for resolution.

Language Skills

Essential: Excellent knowledge of written and spoken English, and working knowledge of at least one other national language will be an asset.

Remuneration:

Monthly remuneration is INR 97,028 taxable as per Indian laws and the appointment will be through Special Services Agreement (SSA) extendable subject to satisfactory performance and continuing need for the function. S/he could be posted anywhere in India as per the project needs.

Additional information

• Integrated Health Information Platform (IHIP) – IT Service Desk Analyst is a national of the country (India) in which he/she is to serve, is recruited locally and is not subject to assignment to any official station outside the home country. Only Indian nationals should apply.
• This Vacancy Notice may be used to fill similar positions at the same level.
• Only candidates under serious consideration will be contacted.
• A written test and interviews will be used as a form of screening
• WHO is committed to workforce diversity.
• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.
• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
• For information on WHO's operations please visit: http://www.who.int.
• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.
• The incumbent should contribute to ensuring high professional, ethical, and institutional standards of the Organization. S/he should also meet professional conduct expectations, and basic universal norms of honesty, integrity, loyalty, and lawful behavior. This includes compliance with the above, including ability to: perform within existing organizational structures and governance; adhere to WHO's processes; demonstrate gender and cultural sensitivity; demonstrate respectful and constructive interpersonal communication; perform as a team player; and demonstrate due diligence.
• Any extension of appointment would be subject to programmatic requirements, performance of the incumbent and availability of funds.
• Qualified female candidates are encouraged to apply.