The following are eligible to apply:
– ILO Internal candidates in accordance with paragraphs 31 and 32 of Annex I of the Staff Regulations.
– External candidates.
Staff members with at least five years of continuous service with the Office are encouraged to apply and will be given special consideration at the screening and evaluation stage.
Applications from officials who have reached, or will reach their age of retirement as defined in Article 11.3 of the Staff Regulations on or before 31 December 2017, or who have already separated from ILO service upon retirement or early retirement, will not be considered.
In accordance with the Staff Regulations and letters of appointment, successful candidates for positions in the Professional category would be expected to take up different assignments (field and Headquarters) during their career, the desirable length of an assignment in any specific position being two to five years, following which the incumbent should be willing to move to another assignment and/or duty station.
Within the context of the Office’s renewed efforts to promote mobility, staff members seeking mobility are encouraged to apply to vacancies. Mobility will be given special consideration at the screening and evaluation stages.
The ILO values diversity among its staff. We welcome applicants from qualified women and men, including those with disabilities. If you are unable to complete our online application form due to a disability, please send an email to firstname.lastname@example.org.
Applications from qualified candidates from non- or under-represented member States, or from those member States which staffing forecasts indicate will become non- or under-represented in the near future, would be particularly welcome. A list of these countries is in Appendix I.
Successful completion of the Assessment Centre is required for all external candidates.
Conditions of employment are described in Appendix II.
The position is located in the Technology Management Services (TMS) Branch within the Information and Technology Management Department (INFOTEC). INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively use technology to perform its mission. TMS conceptualizes, delivers, and supports the technology that ILO clients need to work effectively and is focused on reducing risk, enabling mobile and productive staff, and identifying efficient and effective solutions to meet the demands of ILO clients.
The incumbent will lead the Service Desk which provides first level support for the end users at ILO headquarters, and second level support for the end users in the ILO field offices. This team consists of approximately 10 staff. The Service Desk provides non-stop support from 8:00 to 18:00 Geneva hours.
The position will report to the Chief of the Technology Management Services Branch.
Description of Duties
1. Responsible for the management of the Service Desk and its staff. Ensure the effective delivery of the work plan, in line with the relevant outcomes and targets specified in the Office’s Information Technology strategy. Manage staff performance, providing regular feedback and coaching. Identify opportunities for staff development. Communicate resources needed to ensure that there is adequate staffing capacity to support evolving requirements including new technology implementations and changes in operational business functions over the entire budgeting period.
2. Provide assistance to the Project Manager leading the rollout of the Integrated Resource Information System (IRIS) (ERP) in the field offices. Attend planning meetings, analyse specific problems associated with particular implementations, proactively support solution delivery by business and technical units, and provide functional expertise and training assistance. Organise intensive service desk support, for the periods leading up to, and immediately following each implementation.
3. Coordinate communication with staff concerning IT service availability, degradation and outages across the Office. Liaise with users and IT partners on release scheduling and communication of progress. Pay particular attention to the impact that HQ-led migration and maintenance activities have on availability of critical services in the Regions. Ensure that the Service Desk acts as a Single Point of Contact for all service requests coming into the department. Personally trouble-shoot particularly sensitive or complicated issues.
4. Participate in major Office-wide projects related to delivery of any IT systems that are likely to necessitate significant Service Desk support. Facilitate IT project implementation by engaging with the pertinent business units and articulating the impact of changes on the end users. Assist in identifying possible training needs. Where appropriate, coordinate delivery of testing services. Ensure that the Service Desk is involved in post implementation reviews and identify lessons learned.
5. Draft, proof-read, publish and maintain documents related to IRIS utilisation, new functional or technical requirements, repetitive incidents and problems, and the creation and maintenance of ILO user accounts. Draft process flows, checklists, templates and standard operating procedures to clarify expectations, underpin Service Level Agreements (SLAs) and ensure consistent service delivery across the team.
6. Using information stored within the Service Management tool, evaluate and report on KPIs for the quality of services delivered within the team and across the department. Track and monitor adherence to SLAs pertaining to desktops, end user device services and IRIS functional support. Review service level breaches to identify mitigation activities. Escalate when necessary.
7. Engage in Continuous Improvement activities. Run daily huddles, regular problem solving and in team experience sessions. Draft and monitor delivery of Tactical Implementation Plans resulting from such interventions.
8. Ensure that appropriate action is taken to escalate recurring incidents and problems resulting from changes in desktop related systems, enterprise applications, IRIS (ERP) modules and modifications in business rules and regulations. Ensure that problems are fully documented within the relevant reporting system(s).
9. Identify and coordinate the provision of Service Desk Support services to meetings such as the International Labour Conference.
10. Participate in regular coordination meetings with INFOTEC managers and peers, project managers, and operational business units. Provide progress reports, raise issues of concern, and ensure that user requirements are being fully voiced. Brief the Service Desk team on new activities and follow up on actionable items.
These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:
1. Develop, install and maintain complex systems for various types of computers and applications used in the organization.
2. Identify the need for new systems, and translate user needs into systems and applications that can be integrated with existing systems. Install and maintain purchased hardware and software.
3. Design, programme and maintain software to be used in-house. Undertake systems analysis, and prepare design specifications for programming.
4. Make recommendations on hardware and software requirements and on their purchase. Provide expertise and leadership on technological changes for the organization.
5. Create, monitor and document systems environment and standards that analysts, programmers, operators and users will use.
6. Allocate computer resources to users. Design and ensure the installation and usability of custom software.
7. Implement new systems software and required modifications in an optimal manner, particularly without adverse effects on current production and testing and minimal impact on development activities.
8. Provide training to staff on new computer software programmes.
Advanced university degree in computer science or other closely related field.
ITIL Service Manager (Service Support) qualifications. ITIL Foundation certification alone is not sufficient.
At least seven years of progressively responsible experience in the IT field of which at least three years at the international level. Proven experience managing a Service Desk providing support for enterprise applications and experience in the coaching and development of staff to remain positive and motivated while working in a high stress environment, as well as experience in nurturing and maintaining client relationships and presenting technical concepts in a manner which is understandable to novices. Demonstrated experience in delivering positive and collaborative messages that reflect business and customer needs to technical people who may not share the same viewpoint or understanding. Experience providing support of an Enterprise Resource Planning (ERP) system would be advantageous.
Excellent command of two of the following working languages (English, French, Spanish) of the Organization.
In addition to the ILO core competencies, this position requires:
Technical competencies : Advanced knowledge of the following as applicable:
– overall computer concepts
Demonstrated skills and ability in coordinating activities and formulating guidelines and policies. Excellent communication, negotiation and presentation skills. Ability to draft information for distribution across the Office in two working languages. Demonstrated ability to effectively monitor and evaluate work programme and resources. Demonstrated ability to understand and use metrics constructively as a tool for service improvement. Excellent analytical, diagnostic and problem-solving skills.
Behavioural competencies : Efficiently plans, develops, implements and monitors the work programme to ensure timely and cost-effective delivery of results that best serve the interests of the Organization. Effectively utilizes resources. Provides sound and innovative advice on a wide range of systems support related issues and problems. Establishes effective collaboration and partnerships with officials at all levels inside and outside the Organization. Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.
Evaluation (which may include one or several written tests and a pre-interview competency-based assessment centre) and the interviews will tentatively take place between November 2017 and March 2018. Candidates are requested to ensure their availability should they be short listed for further consideration.
|Closing date:||November 13, 2017|