Consultant – Oracle Cloud ERP Level 1 Support Assistant, Local);(UNICC Partnership

Result of Service UNRWA is an equal opportunity employer and welcomes applications from both women and men. UNRWA encourages applications from qualified women. Only those applicants shortlisted for an interview will be contacted. UNRWA is a non-smoking environment.

Work Location Gaza, Jordan, Lebanon, Syria, or West Bank

Expected duration 11 months

Duties and Responsibilities 1. Provide Level 1 support to UNFPA and UN Women Quantum users - Promote an effective usage of global service platform and solid workflow for managing the routine of Quantum Level 1 support - Monitor global service platform and emails ensuring that all Quantum user support tickets are registered, categorized, and assigned properly in the global service platform - Diagnose and troubleshoot user support tickets and provide resolution to the users in a timely manner - Connect with the users directly through Microsoft Teams for UN Women users (Google Meet for UNFPA) when needed to troubleshoot any issues, provide guidance on using the system, direct users to appropriate references, etc. - For complex cases that need to be escalated for further research and analysis, obtain thorough clarification from the users, document the necessary details of the issues through global service platform and timely escalate cases to different UNFPA/UN Women teams e.g. respective agencies’ business functional teams, Level 2 Support Team, etc. - Work with UNFPA and UN Women IT teams on custom configuration changes to the business process and validate the solution recommendations for critical issues - Properly identify the issues which is not meeting to the business requirements and collaborate with Leve 2 support team to conclude the solution approach - Escalate issues to UNDP Level 2/3 support teams in case of assistance required by UNDP - Work in close collaboration with different Quantum support teams on resolution of the escalated cases - Constantly monitor the system and identify and escalate situations requiring urgent attention from the UNFPA/UN Women IT management team - The issues which affect the Global users community need to be addressed immediately with high priority alert - User access related issues need to be addressed with reasonable turnaround time - Perform other Quantum support duties upon request.

2. Provide support for Quantum training and capacity building initiatives - Develop and enhance Quantum support documentation, e.g. FAQs, user guides with UNFPA/UN Women specific guidance - Provide support statistics on a periodic basis (weekly and monthly) with spatial, trend and aging analysis including information to help anticipate user training needs. These reports shall include statistics on meeting Service Level Agreements. - Develop an internal knowledge base of common resolutions based on experience gained for self-help purposes - Conduct trend analysis of Quantum support cases and issues and produce support analysis report - Perform other capacity building related tasks upon request

3. Provide support for Quantum modules development and enhancement - Keep abreast of the latest Quantum functionalities released by Oracle and enhancement - Perform other support tasks related to Quantum development and enhancement, e.g. UAT, etc. upon request

Qualifications/special skills Academic Qualifications: A university degree or master's degree from an accredited educational institution in information technology, information management, Information systems, computer science, computer engineering, Software engineering, Business Administration, Management, or other related disciplines;

Experience: A minimum of 5 years' experience for a bachelor’s degree or a minimum of 3 years for a master’s degree in information technology, with significant exposure to Oracle services.

The candidate MUST have the following skills and experience: - Minimum 3 years of hands-on experience in Oracle Cloud ERP applications or similar platforms - Minimum 1 year of experience in providing client support environment - Proven track record of contributing positively in a team environment - Current or previous work experience with UN projects is an advantage

Competencies: - Effective customer-facing and oral/presentation skills; - Experience analyzing, troubleshooting, and providing creative solutions for technical issues; - Ability to write documentation & reports - Conflict management & cooperation Language - Knowledge Management and Learning - Promote a learning environment in the office. - Provide helpful feedback and advice to the clients. - Self-Management - Focus on result for the client and respond positively to critical feedback - Demonstrate strong teamwork and team building skills - Demonstrate strong oral and written communication skills - Remain calm, in control and good humored even under pressure

Language: - Fluent in English. The ability to provide easy to understand “user friendly” solutions is a requirement. - The working language of many UNFPA and UN Women offices requiring this support is not English. Therefore, knowledge of other UN languages, such as French, Spanish or Arabic by the help desk personnel is considered highly desirable but is not a requirement.

CONDITIONS OF SERVICE - The duration of the consultancy is 11 months, extendable according to performance and availability of funds. - Remuneration for this consultancy will be 1,600 USD and will depend on the qualifications and experience of the candidate. - The incumbent can be in any of UNRWA fields of operations (Gaza, Jordan, Lebanon, Syria, or West Bank).

Additional Information UNRWA has signed a Memorandum of Understanding (MoU) with United Nations International Computing Center (UNICC) that aims to enhance livelihood and human development opportunities to Palestine refugees in Gaza. By this new collaboration, UNRWA becomes a provider of Information Management, Technology services and capacity augmentation to UNICC technical team, on a cost recovery basis through IMTD/IT Service Center (ITSC) in HQ-Gaza. United Nations International Computing Center (UNICC) is a UN agency that provides IT services to other UN agencies on a cost recovery basis. Within this partnership, ITSC provides resources augmentation services for UNICC partners too like UN Women, UNFPA. The requested resources will provide level 1 support for their Oracle Cloud ERP systems.

As of January 9, 2023, UNFPA, the United Nations Population Fund, and UN Women, in partnership with other UN Agencies, implemented an Oracle cloud ERP named Quantum to replace the legacy PeopleSoft ERP ATLAS system. This change aimed to improve the organizations' business processes and keep pace with evolving industry standards. UNFPA and UN Women worked closely and collaboratively with UNDP, the principal ICT partner, to achieve synergy, avoid duplication, and take advantage of potential partnerships in the Quantum ERP implementation. The Level 1 Support Team will possess specialized knowledge of Oracle Cloud ERP applications at UNFPA and UN Women, including but not limited to Financials, Project Portfolio Management, Procurement, and Human Capital Management. Additionally, a fundamental understanding of UNFPA and UN Women's business processes is essential to provide first-level support to users of the Quantum system through the agencies' respective CRM platforms.

The Support Team is required to operate in shifts, accommodating various global time zones to offer maximum support across all UNFPA and UN Women regions. This team will also need to collaborate closely with the UNFPA and UN Women Level-2 Support Team at NY Headquarters office, working an overlap of 3-4 hours on complex support cases and system issues escalated.

Further responsibilities of the Support Team include contributing to the development and enhancement of the UNFPA and UN Women Quantum system. This includes process improvements, configuration changes, and performing necessary tests to certify business processes. The team will also develop support documentation such as FAQs, user guides, etc., identify Quantum training needs, and facilitate capacity-building activities. Additionally, upon request, the Support Team will engage in Quantum related release tasks. This could involve analyzing the impact of new functionalities, participating in System Integration Testing (SIT) and User Acceptance Testing (UAT), and refreshing the non-production environment with production data, among other tasks

The consultant will report administratively to Head Information Technology Service Centre at Headquarter Gaza and technically to United Nations International Computing Center (UNICC).

• Please indicate if you are a Palestinian Refugee and provide your registration card number if applicable.

  No Fee THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.