Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
IOM is committed to a diverse and inclusive work environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.
Context
Under the overall supervision of the Head of Global User Support and the direct supervision of Technical/User Support Shift Supervisor, the ICT Assistant will provide application support services to end-users through the ICT MAC Global User Support Unit based in Manila including daily technical support to users of IOM’s in-house applications, solution and infrastructure worldwide, promoting a client and service-oriented approach.
Core Functions / Responsibilities
- Respond to user queries and issues related to IOM in-house applications that have been escalated from Tier 1 Global User Support agents, track tickets and coordinate with Tier 3s such as but not limited to Dev Team, Database Team, Business Process Owners as necessary to fulfil user requests within existing Global User Support standards and procedures effectively.
- Log all actions and document cases in the IT Service Management Tool (GSS - Freshservice) including site survey information, steps taken to resolve the issue or to complete task, problems encountered, current status, required follow-up or escalation, etc.
- Retain ticket ownership – open, update, monitor and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
- Analyze and diagnose the issues, identify the root cause of the problems and propose a solution.
- Assist in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability of IOM applications.
- Participate in delivery of user training both as a technical support person in general and as a trainer for in-house developed applications.
- Participate in testing activities such as but not limited to - User Acceptance Testing, Sanity Testing, Regression Testing, etc.
- Maintain and regularly update the documentation of SOPs, work instructions, solutions, Knowledge Base related to application support and contribute to the effectiveness of the support service.
- Due to nature of user support activities, required to work in any of the current two shifts as scheduled, including holidays and weekends.
- Perform such other duties related to the position as may be assigned.
Education
- University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with three years of relevant professional experience in Helpdesk/ Service Desk roles; or
- Completed High School degree from an accredited academic institution, with five years of relevant professional experience.
- Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, Mobile applications, as applicable for the position.
- Valid Microsoft MSCE, ITIL training and certifications are an advantage.
Experience
- Experience in Application Support;
- Proven knowledge, experience and skills to support and troubleshoot .NET, SharePoint, Java applications.; knowledge of software development, software life cycle, SQL will be considered an advantage;
- Ability to present ideas in a user-friendly language to non-technical staff and end-users; knowledge of a ticket-tracking system is an advantage;
- Strong customer service orientation; focused on result for the client and responds positively to feedback;
- Good administrative and time-management skills;
- Excellent problem-solving skills; ability to manage complexities.
Languages
For this position, fluency in English is required. Knowledge of a second official UN language is desirable.
Values
Inclusion and respect for diversity
Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
Integrity and transparency
Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
Professionalism
Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
Core Competencies
Accountability
Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
Communication
Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
Delivering results
Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
Managing and sharing knowledge
Continuously seeks to learn, share knowledge and innovate.
Teamwork
Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
How to apply
Interested applicants may send their applications to hrmanila@iom.int no later than 28 February 2023. VN Number and Position Title (VN 055-056,084/2022 – ICT Assistant (Client Support) (Tier 2) – Applications should be specified in the SUBJECT field.
IOM welcomes applicants from qualified individuals, irrespective of their race, religion, skin, color, nationality, age, disability status, ancestry, sex, sexual orientation, gender identity or expression, marital status, family structure, mental health status, or any other characteristic.
Only shortlisted candidates will be contacted and an offer will be made following the confirmation of funding.