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
The MIGRANT SOLUTIONS Support operates on a 16/5 basis (2 shifts) whilst globally, users are operating 24/7 for some solutions. Under the overall supervision of the ICT Officer (Business Processes), the successful candidate will supervise the MIGRANT SOLUTIONS Support team in addition to performing the duties of a Support team member and is required to be on-call in the event of urgent issues occurring outside normal business hours so that issues may be escalated accordingly.
Core Functions / Responsibilities
- Supervise and participate in the MIGRANT SOLUTIONS Support Team (MIGRANT SOLUTIONS Support)to perform the following functions:
- Manage compliance with Service Level Agreement for user support so that users have guaranteed response timefor raised issues.
- Facilitate Ticket Distribution to MIGRANT SOLUTIONS Support
- Monitor Support agents’ responses to identify gaps in knowledge and coordinate withproduct manager for appropriate knowledge transfers.
- Oversee the successful record and completion of MIGRANT SOLUTIONS Supportissues and manage the work shift/roster
- Troubleshoot end-user issues/problems within MHD portfolio of solutions.
- Provide super-user support via email, phone call or onsite using appropriate ticketing software or Fresh service.Ensure all issues are recorded in the ticketing system and their resolution and compile “Frequently Asked Questions” for improvement of user support.
- Coordinate and monitor Incident, request, change and problem management:
- Ensure Tickets are audited for quality and process checks; Workflows and SOPs are documented and available for use.
- Raise and facilitate problem tickets to appropriate SME groups as needed and log root cause analysis to prevent recurring issues.
- Coordinate recording of lessons learned and documentation of knowledge about solutions.
- Contribute to training of end users:
- With statistics of knowledge gaps among user communities, in coordination with business analysts and business owners recommend areas of training to improve proficiency of users.
- Monitor quality of MIGRANT SOLUTIONS usage in terms of transactions/reports available and their ‘smart’ use.
- In collaboration with service delivery management recommend improvements to systems based on quality monitoring data.
- Coordinate with Change Management/Intranet Content team for maintaining Change Management Training materials up to date via appropriate communication channels.
- Generate statistical information with meaningful analysisof issues from GSS Analytics and make recommendations for improving the user knowledge.
- Monthly matrices are analyzed, and an improvement plan suggested to the GUS head.
- Clean up Items and Resolution Types for GUS MIMOSA team GSS Portal is up to date applied.
- The trends in the tickets and alerts are analyzed.
- Tickets are documented correctly following the process, Correct prioritization and categorization.
- Coordination with relevant vendors for service support
- Oversee strategic collaboration on support compliance with standards and requirements.
- Maximize service applications to translate quality of support to end users.
- Perform suchrelated duties as may be assigned.
Education
- University degree in Business administration, Information management, Business Processes Management or Customer service management with four years of relevant professional experience.
Accredited Universities are those listed in the UNESCO World Higher Education Database.
Experience
- Experience in customer service or information systems support, use of MIMOSA is an added advantage.
- Working experience supporting applications built in different technology stacks or similar system, including troubleshooting and aligning policies and processes with software functionalities.
- Takes responsibility and manages constructive criticism;
- Works effectively with all clients and stake holders;
- Promotes continuous learning and communicates clearly.
- Takes initiative and drives high levels of performance management.
- Plans work, anticipates risks, and sets goals within area of responsibility.
- Displays mastery of subject matter; g) contributes to a collegial team environment.
- Creates a respectful office environment free of harassment and retaliation, and promotes the prevention of sexual exploitation and abuse (PSEA);
- Incorporates gender-related needs, perspectives, and concerns, and promotes equal gender participation.
- Displays awareness of relevant technological solutions.
- Works with internal and external stakeholders to meet resource needs of IOM.
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.
Courage
Demonstrates willingness to take a stand on issues of importance.
Empathy
Shows compassion for others, makes people feel safe, respected and fairly treated.
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.
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.
Delivering results
Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
Managerial Competencies
Leadership
Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
Empowering others
Creates an enabling environment where staff can contribute their best and develop their potential.
Building Trust
Promotes shared values and creates an atmosphere of trust and honesty.
Strategic Thinking and Vision
Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
Humility
Leads with humility and shows openness to acknowledging own shortcomings.
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.