Support and Applications Administrator

Bern

Organization: UPU - Universal Postal Union
Location: Bern
Grade: Level not specified - Level not specified
Occupational Groups:
- Information Technology and Computer Science
Closing Date: Closed

Vacancy Announcement No: UPU/23/SPEC6/FT-NC/398

Title: Support and Applications Administrator

Grade: Specialist (level 6)

Type of contract: Fixed-term (Non-Core) Appointment

Duration: Three years

Publication Date: 19 April 2023

Application Deadline: 30 May 2023
(41 day(s) until closing deadline)
Currently accepting applications

Organizational Unit: Directorate of Postal Technology Centre (DCTP)
Operations Programme

Duty Station: Bern Switzerland

Scheduled date for taking up appointment: As soon as possible

Organizational Context:
With its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services.

The Postal sector has been faced with far- reaching changes over the past few years. It has become essential for Posts to apply the latest technology in order to respond effectively to changing customer needs. The Postal Technology Centre Directorate (DCTP) of the UPU acts as a link between technology and the needs of the Postal industry by being the first choice in providing IT solutions, applications and services that enable the delivery of domestic and international postal services.

Main duties:
Provide second-level technical support to designated operators, including troubleshooting, resolution of issues and ensuring a regular 24/7 on-call service. Monitor the overall service level for all Postal Technology Centre (PTC) products and services.

1. Technical support

- Troubleshoot and resolve technical issues in accordance with the service level agreement;

- Confirm the case analyses conducted by first-level support staff and carry out additional analysis if necessary. Reproduce problems and document the steps for their reproduction;

- Work with designated operators, colleagues and Technical Account Managers to:
a. assess the criticality and priority of cases;
b. discuss possible workarounds or mitigation for cases;

- Work with Technical Account Managers and third-level technical support staff to:
a. maintain a plan for case resolution according to priority (content of next hotfix or service pack);
b. when a solution can wait until the next software release, integrate the case into the plan for the next release cycle;
c. document common support procedures for colleagues and new staff.

Use the IT service management tool to
- Maintain the list of open cases, with their associated priority level;
- Where appropriate, document workarounds or mitigation solutions provided to users;
- Track and maintain case status through to final closure;
- Identify similar or duplicate cases, or cases that are linked and should be addressed together;
- Monitor how long cases remain open and ensure that cases escalated to second-level support receive a response in accordance with the service level agreement, anticipating and recommending any training needs.

Ensure a regular 24/7 service
- Be on call for one week per month, including outside office hours, UPU holidays and weekends;
- Troubleshoot and resolve technical issues escalated by the Back-Office Centre in Montevideo (Uruguay);
- Report to direct manager on support activities conducted during on-call shifts.

2. Monitor overall service level

Applications and services
- Monitor and troubleshoot PTC applications and services;
- Deploy new services and updates on applications;
- Document and maintain deployment procedures;
- Log events and changes to applications and services as per the guidelines set by the Information Security Management System team;
- Carry out other day-to-day tasks to ensure that applications are available and run smoothly.

Software testing: Participate in software testing in collaboration with the test team, in particular to validate solutions developed by third-level support before delivery to users.

3. Measurements, improvement and technology assessment

PTC service desk
- Contribute to and propose process and procedural improvements with regard to the management of second-level support processes and services;
- Generate and analyze monthly support statistics for all products and services, and measure service level performance.

Technology assessment and technical surveys: Maintain relevant IT technical expertise.

QUALIFICATION AND SKILLS REQUIRED

Education:
High school diploma, vocational or professional studies (e.g. Swiss federal certificate of competence or similar) in information and communication technology or a computer science-related field.

Experience:
At least six years of experience working as software support specialist.

Technical knowledge:
1. - Experience of working in an international environment, preferably in the postal sector or logistics
- Knowledge of PTC applications would be an advantage
- Knowledge of ITIL and ISO 27001 would be an advantage

2. - Knowledge of software support procedures
- Basic knowledge of information system security

3. Working knowledge of the following technologies:
- Microsoft SQL and its administration;
- Microsoft Windows administration;
- IIS web applications and their administration.

Skills and abilities / competencies:
1. Good presentation and communication skills
2. Good interpersonal skills
3. Ability to work in a multicultural team
4. Customer service orientation
5. Motivation, sense of responsibility and good organizational skills
6. Creativity and ability to analyze and resolve problems
7. Adaptability: ability and willingness to accept changes in support priorities based on user requests
8. Flexibility to work from home and/or office as required

Language skills:
Proficiency in English is mandatory. French would be an advantage.

Additional Information:
This is a non-core post. This position will be in full compliance with the "Rules governing non-core staff", which expressly exclude some international benefits (home leave, installation grant, education grant and eligibility to a continuing appointment).

The selected staff will participate in the UPU Provident Scheme and will be insured together with their recognized dependents against the risks of sickness and accidents.

This is a three years' contract which can be renewed if the services continue to be required in the future, the funds are available and/or the staff member's performance is satisfactory. However, this appointment does not automatically carry any expectancy of extension or renewal or of conversion to any other type of appointment.
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French is the official language of the UPU. English and French are the working languages of the UPU International Bureau.
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Priority shall be given for an internal promotion.
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The UPU is committed to encouraging diversity within its workforce. Interested candidates from minority groups and/or with disabilities are encouraged to apply. All applications will be treated equally and in the strictest confidence.
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Candidates might be considered for other similar posts (for a period not exceeding one year).
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Candidates must ensure that they provide relevant contact details so that they can be contacted at any time, to prevent them from
being excluded from the selection process.
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The UPU is committed to securing the highest standards of efficiency, competence and integrity for its staff members. In this regard, candidates under serious consideration for selection may be subject to satisfactory background checks aimed at validating the educational and professional background records as indicated by candidates in their respective application forms.

At the discretion of the UPU, such background checks may also be extended to include criminal records, disciplinary measures, sexual exploitation and abuse, and professional license check validation.

Monthly salary: (Net of tax)
6,500 CHF

Applicants will be contacted directly if selected for written test. Additional testing/interviewing may be used as a form of screening.

The conditions of service are governed by the Staff Regulations and Rules of the International Bureau of the Universal Postal Union.

Please note that all candidates must complete an on-line application form.
All applications must be received by the closing date as stated in the vacancy announcement.

All applicants employed by postal entities and applying for a vacant position in the Professional (P) or Senior (D) category must be recommended and submitted through the competent postal authority.
Applications not satisfying this criterion may not be considered.

Only candidates under serious consideration will be contacted.

Applications from women and member states are particularly encouraged.

The UPU promotes diversity and work-life balance.

For further instructions regarding the online application process, please visit the UPU internet page at:

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Currently accepting applications