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 plays a key role in the training and problem lifecycle management of Migrant Solutions. Coordinating such training, problem management, and continuous improvement is critical to ensure that the adoption of systems and solutions is properly managed, and that problem resolution is effectively achieved to improve the user experience with digital migrant solutions. 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 (Product Manager), the successful candidate will supervise one shift of the Migrant Solutions Support team in addition to performing the duties of a Support team member.
Core Functions / Responsibilities
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Directly supervise staff in the assigned shift. Assure that all technical requests are executed timely and accurately, with an efficient allocation of resources. Provide staff with coaching, mentoring, and training; Contribute to evaluate and verify performance reviews; Schedule shifts/holiday plans, supervise and coordinate duties and tasks.
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Conduct face to face shift turnover meeting and ensure continuity of the support service; both outgoing and incoming shift supervisors have a joint responsibility for effective communication.
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Respond to user queries and issues related to IOM in-house applications that have been escalated from missions and regions and, 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.
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Log all actions and document cases in the IT Service Management Tool (GSS - Freshservice) including steps taken to resolve the issue or to complete task, problems encountered, current status, required follow-up or escalation, etc.
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Retain ticket ownership – open, update, monitor and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
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Analyze and diagnose the issues, identify the root cause of the problems and propose a solution.
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Analyze performance problems and recommend solutions to enhance functionality, reliability, and/or usability of IOM applications.
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Participate in planning, development, and delivery of user training both as a technical support person in general and as a trainer for in-house developed applications.
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Participate in testing activities such as but not limited to - User Acceptance Testing, Sanity Testing, Regression Testing, etc.
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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.
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Due to nature of user support activities, required to work in any of the current two shifts as scheduled, including holidays and weekends.
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Coordinate with and escalate to service owners for higher level troubleshooting and resolution.
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Produce and maintain comprehensive documentation and reference materials for planned and delivered IT Services when assigned, including but not limited to knowledge base (KB) entries and user guides.
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Perform any other duties as may be assigned by the supervisor.
Education
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University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with five years of relevant professional experience in Helpdesk/ Service Desk roles; or
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Completed High School degree from an accredited academic institution, with seven years of relevant professional experience.
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Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, Mobile applications, as applicable for the position.
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Valid Microsoft MSCE, ITIL training and certifications are an advantage.
Accredited Universities are those listed in the UNESCO World Higher Education Database.
Experience
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Experience in Shift/Team Lead role
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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;
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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;
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Strong customer service orientation; focused on result for the client and responds positively to feedback;
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Good administrative and time-management skills;
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Excellent problem-solving skills; ability to manage complexities.
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Excellent troubleshooting skills in determining and providing solutions, and able to manage workload priorities for assigned tasks;
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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.
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.
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.