• Candidates
  Open to Internal and External Candidates
• Job classification
  General Service Staff
• Grade
  G-6
• Duty station
  Manila (Global) Administrative Centre (MAC)
• Location
  Manila
• Type of Appointment
  Fixed term, one year with possibility of extension
• Closing Date
  23 May 2024
• Duration of Assignment
  One year with possibility of extension
• Salary
  Php 935,973.00 per annum net of taxes

Context

Under the overall / direct supervision of the System Support Officer, National Movement System Support Associate, Resettlement and Movement Management (RMM) Division in the HQ and in close coordination with other units in Manila Administrative Centre, the successful candidate will provide assistance in managing user accounts and accesses of IOM movement operation tools globally; administer the RMM Portal by providing useful dynamic layout, develop new contents, update existing contents, configure automation and content restriction; administer and configure the Freshservice application; provide support in managing Air Travel Vendor accounts ensuring consistency within movement system; designs report and generate report data from different sources; implement RMM SOPs in managing movement applications ensuring smooth operations by employing technical analysis of encountered issue to support quick resolution, while executing compliance and accountability among IOM Global Field Offices.

Core Functions / Responsibilities

INTEGRATED AIRLINES TICKET ORDER RECORD (IGATOR)

Account Management

• Verify account identity and related details provided by mission against the data in the Organization system and in the GAL.

• Coordinate user account requirements to mission highlighting guidelines that require adherence to RMM SOPs and MFS SOPs pertaining to accountability and compliance.

• Initiate verification and coordinate account discrepancy to technical support, IAM, Local HR.

• Extract account data prepare applicable details and create request of RMM Approval for the User Account with compliance to RMM SOP on user account.

• Prepare details of RMM approved account to be submitted to PCST for Account creation/activation/update on additional access, multiple access, location transfer, temporary access; and account deactivation with compliance to MFS/PCST requirement.

• Provide update or advice request completion to mission.

• Generate report on statistics of account.

Business Process Support

• Verify the request, check applicable guidelines, check user account status and provide applicable guidelines, business process and related instruction to application users.

• Verify the request and escalate assistance to IOM units on request that doesn’t relate to application glitch.

• Verify reported issue, check user account status, provides technical details need in Escalating the issue to the Technical Team.

• Attend to mission inquiry on SOP on RMM User Account Management.

Technical Support

• Address end-user query by providing RMM SOPs on Business process and User accounts related to iGATOR Transactions.

• Vet issues related to application glitch and provided details of scenario, user status, vendor status, ownership of transaction to Technical.

• Provide proper escalation redirect request to the responsible team.

• Provide Business requirement specification on enhancement and coordinate with the technical team by attending to the workshop meeting on enhancement.

• Coordinate related business processes and technical requirements to applicable units to verify respective SOPs in addressing encountered issues.

RMM PORTAL FRONT-END ADMINISTRATION AND CONTENT MANAGEMENT

Content Development

• Assess provided set of data/information, accessibility requirements, display specification.

• Conceptualize the layout and decide if for static or dynamic content.

• Prepare applicable content type, applicable taxonomy, and required restriction.

• Prepare images, photos, visuals, recordings to be used.

• Uploaded Annexes on files of documents, photos, recordings.

• Prepare embedded codes, adjust the display for proper distance and aligned location.

• Configure associated taxonomy, required restriction, associated menus.

• Development and test the newly developed contents.

• Adjustment of contents after the development base on RMM need.

Content Update

• Update existing contents based on the specification.

• Prepare images, photos, visuals, recordings to be used.

• Uploaded Annexes on files of documents, photos, recordings.

• Prepare embedded codes and adjust the display for proper distance and aligned location.

• Configure applicable menu and landing page.

• Test the content for proper display, check the updated layout ensuring that update didn’t affect or clutter the surrounding contents.

• Update periodic contents related to holiday, contacts, focal person, directive, circular, etc.

Technical Support

• Ensure efficient utilization of resources and apply best practices on web contents.

• Coordinate updates, migration, theme upgrade, backup, server-side issues, server-side maintenance to support ICT.

• Observe naming convention of pages, URLs, documents, etc.

• Maintain consistent and organized document management in Sharepoint.

• Focal person on technical aspect and attend developer meetings with the Support ICT

MIGRANT MANAGEMENT OPERATIONAL SYSTEM APPLICATION (MIMOSA)

• Check, compile mission responses to monthly account verifications.

• Respond by acknowledging confirmed details and escalate to ICT for applicable request.

• Check, compile mission responses to monthly account deactivation.

• Check and compile each missions’ deactivation.

• Provide Business process support on requirement for requested admin account request, multiple access, transfer of account, etc.

• Facilitate request of Admin Access, multiple mission access, transfer of account, mailing list, etc. to Support ICT.

• Prepare periodic statistics of transpired account maintenance on a monthly, quarterly, bi-annual, yearly, and on a need basis.

FRESHSERVICE APPLICATION
Account Management

• Maintain Agent Accounts on Creation, Deactivation, update, etc.

• Manage group information and group membership.

• Provide Agent licenses details to support yearly renewal of Freshservice subscription.

Technical Support

• Administer configuration of canned response, customized automations and template of associated notification, respective group template, business rule on additional field, mandatory field, field visibility, field read-only, hidden field, standard notification template, dropdown list value, ticket transfer, approvals, etc.

• Coordinate necessary upgrade, update and related activities to service provider.

• Coordinate applicable migration and ensure accuracy and consistency of migrated data by thorough verification and coordinate encountered discrepancy to service provider until its resolution.

• Trace encountered issue reported by agent or by missions by providing technical specification, scenarios, frequency, and triggers to the service provider and coordinate its resolution.

• Coordinate interrelated functions of Freshervice with Support ICT and PCST for the ticket transfer requirements.

• Document Business Requirement specification of the application.

• Coordinate meeting and availability of attendees.

HANDBOOK OF INTERNATIONAL TARIFFS

Account Management

• Verify account identity and related details provided by mission against the data in the Organization system and in the GAL.

• Coordinate user account requirements to mission highlighting guidelines that require adherence to RMM SOPs.

• Initiate verification and coordinate account discrepancy to technical support, and Local HR.

• Extract account data prepare applicable details and create request of RMM Approval for the User Account in compliance to RMM SOP on user account.

• Activate HIT Access as approved by RMM and deactivate Account and access

• Provide advice of request completion to mission.

• Generate reports on statistics of account.

• Provide business process guidelines on HIT Access.

• Yearly ABN passcode encryption update of respective HIT Agreement

• Support to content management on new layout, adjustment of contents, configuration of page restriction

• Resolution of issues in the HIT pages

• Providing technical guidance in updating the content.

• Providing business process support on HIT access

SUPPORT AIR TRAVEL VENDOR MANAGEMENT

• Assist in the review of the vendor request to ensure consistent data are encoded in the system against the signed Air Travel Vendor VIS.

• Coordinate missing requirements with mission.

• Request and verify the correct bank and house bank with Finance or TSY.

• Check of the sanction list availability and if any, request justification with mission.

• Request justification for cheque and cash method of payment

• Check for duplicate record and request tagging classification if duplicate exists.

• Check required Vendor documents and request justification if not provided.

• Facilitate replication and ensure availability of Air Travel Vendors to MiMOSA and iGATOR

• Coordinate any inconsistency encountered in the system after the automated process to the technical team.

• Closely monitor the vendor update transpired ensuring that update is valid and has the approval of RMM

•  Implement compliance and accountability associated to the requested vendor through the guidelines set in the SOPs of RMM, Finance, Procurement and IOM Policy on Delegation of authority and Employment status pertaining to the signatories of Vendor documents.

• Technical Support
  • Attend meetings with the Vendor Technical Team
  • Facilitate request on Vendor process configuration or additional features and provide related technical specification
  • Coordinate related processes on the system to be used in the implementation of guidelines in the business process.

Education

• University degree in Computer Science, Information Technology or a related field from an accredited academic institution, with at least four (4) years of professional experience.

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

Experience

• Experience in systems development, bug fixing, system analysis, database design and user interface design.

• Relevant work experience in application programming and systems development, systems analysis and design, database reporting, data analysis, designing online survey, systems support to end users and statistical record keeping capacity.

• Experience in formatting and consolidation of data from various file formats, reporting from complex databases, understanding of statistical principals necessary for data analysis.

• Extensive experience in MS SQL Query, MS Reporting Services, Drupal, html, and PHP

• Graphic designing would be an advantage.

• Proficient in a Microsoft Office environment, and applications including extensive use of Microsoft Excel Word, PowerPoint and comfort with learning new software and project reporting tools. 

• Advanced analytical and critical thinking skills.

• Demonstrated ability to analyze data, detect meaningful trends and patterns, and communicate findings.

Languages

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

How to apply

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