• Candidates
    Open to Internal and External Candidates
  • Job classification
    General Service Staff
  • Grade
    G-5
  • Duty station
    Manila (Global) Administrative Centre (MAC)
  • Location
    Manila
  • Type of Appointment
    Fixed term, one year with possibility of extension
  • Closing Date
    20 May 2024
  • Duration of Assignment
    One year with possibility of extension
  • Salary
    Php 799,973.00 per annum net of taxes

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 ICT Officer (Product Manager), and the direct supervision of Mimosa Solution Support team leader the Support team member will be part of The MIGRANT SOLUTIONS Support which operates on a 16/5 basis (2 shifts) whilst globally, users are operating 24/7 for some solutions.

The MIGRANT SOLUTIONS Support also plays a key role in the MIGRANT SOLUTIONS training and problem lifecycle management. Coordination of such training, problem management and continuous improvement is critical to ensure that adoption of systems and solutions is properly coordinated, and problem resolution is achieved is to improve user experience in use of digital migrant solutions.

Core Functions / Responsibilities

  1.  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.
  2.  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.
  3. Retain ticket ownership – open, update, monitor and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
  4. Analyze and diagnose the issues, identify the root cause of the problems and propose a solution.
  5. Assist in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability of IOM applications.
  6. Participate in delivery of user training both as a technical support person in general and as a trainer for in-house developed applications.
  7. Participate in testing activities such as but not limited to - User Acceptance Testing, Sanity Testing, Regression Testing, etc.
  8. 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.
  9. Due to nature of user support activities, required to work in any of the current two shifts as scheduled, including holidays and weekends.
  10. 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.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

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.
  • Working knowledge of Japanese or Chinese language is preferable.

Languages

For this position, fluency in English is required. Knowledge of a second official UN language is desirable.

Values

Respects and promotes individual and cultural differences. Encourages diversity and inclusion.

Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Demonstrates willingness to take a stand on issues of importance.

Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies

Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.

Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Continuously seeks to learn, share knowledge and innovate.

Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.

How to apply

Interested candidates are invited to submit their applications online by clicking on the APPLY button and completing the profile registration.

FEES

IOM does not charge any fees at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.