Information Management Analyst

Overview

Support and maintain applications within the AIM portfolio

You have:

• First level degree in computer science, engineering, or information management or related discipline
• Minimum 1 year of experience in software development, application management or ERP application support
• Experience in .NET, Workflow, SharePoint, Mobile development, ServiceNow, Open Source, Low-code iBPM platform, or API Management platform
• Functional knowledge of one or more of the ERP related processes or modules
• Expert knowledge of English
• ITIL formal accreditation
• Agile/Scrum certification
• Experience working in a Shared Service Centre / Global Support Help Desk

Contract

This is a NO-A contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. It usually requires 1 years of experience, depending on education.

Salary

The salary for this job should be more than 2,091 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

OBJECTIVES OF THE PROGRAMME

The Department of Information Management and Technology has an operational and strategic role. The department provides relevant, quality, reliable and cost-effective IT services in order for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (administrative and health technical), capturing business needs, establishing and managing projects to address these requirements. The Chief Technology Officer sets the overall technology direction to deliver the Information Management and Technology strategy and meet the needs of the Organization. It provides services and underlying technology platforms for digital workplace and enterprise information systems through the following teams:

- Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation;

- Architecture and Infrastructure: Help sets the overall technology architecture and standards and manages technology infrastructure foundation;

- Workplace and Collaboration Services: Manages technology platforms and services for a digital workplace, including tools for end-users and collaboration services;

- Operations and User Support: Support and operates IT services and technology platforms; supports users for issues and requests related to IT services and corporate business processes.

The objective of the Application and Information Management (AIM) Team is to provide application management support, on-going maintenance and evolution of WHO's corporate portfolio of applications and information system products. The key focus of Application and Information Management (AIM) includes:

- Managing and delivering efficient, seamless and cost-effective support for enterprise applications that currently fall under AIM (including ERP, Taleo, ServiceNow, Salesforce, platforms and applications) to maximize the efficiency of WHO business operations.

- Developing the future direction and architecture of WHO's application and information system landscape, with a focus on leveraging more standard functionalities and reducing customizations to minimize operational costs.

- Ensuring overall governance and responsibility for activities and roadmap decisions for the management of applications and systems.

- Managing and advocating for a "partnership" with WHO IT vendors in delivering IMT services.

DESCRIPTION OF DUTIES

Reporting to the AIM Group Lead, and based in Kuala Lumpur, under the guidance of the Lead Information Management Officer, the Information Management Analyst is responsible for the support, maintenance of applications and software products that fall within his/her technology areas. The incumbent will work closely with various IMT teams in Kuala Lumpur, Geneva, the regions, the business focal points, system support vendors, hosting partners to ensure the smooth running of day-to-day support of applications that fall under the AIM portfolio.

- Monitor the ticket volumes, backlog, trends, support team's day-to-day activities, and productivity for the applications that fall under the AIM portfolio.

- Troubleshoot, analyze, participate in testing and resolution of system issues or problem tickets.

- Follow-up on critical customer incidents, escalations, and the associated customer communication.

- Participate in weekly/bi-weekly status reviews with the business focal points and the support teams.

- Ensure accurate and timely delivery of status reports.

- Provide proximity support for GSC business teams.

- Provide the necessary support to the supervisor and the lead information management officers for handling the audit queries.

- Take handover of new features/functionality to the support team from the point of go-live.

- Support and handle application maintenance activities such as analysis & application of system patches, security patches, hotfixes & minor upgrades released by vendors, etc.

- Work effectively with the release management team on business application system maintenance and downtime, activity scheduling, etc., and ensure adherence to release management procedures.

- Perform system configuration, administration activities as required.

- Provide the necessary support for the delivery of system improvements and projects.

- Provide periodic training to the level 1 support teams.

- Perform other duties as required by the supervisor.

REQUIRED QUALIFICATIONS

Education

Essential:

- First level degree in computer science, engineering, or information management or related discipline Desirable:

- ITIL formal accreditation

- Agile/Scrum certification

Experience

Essential:

- Minimum 1 year of experience in software development, application management or ERP application support

- Experience in one or more of the below technologies/platforms such as .NET, Workflow, SharePoint, Mobile development, ServiceNow, Open Source, Low-code iBPM platform, API Management platform, Enterprise Resource Planning applications Desirable:

- Experience in working in a Shared Service Centre / Global Support Help Desk

Skills

Essential:

- Functional knowledge of one or more of the ERP related processes or modules.

- Analysis and troubleshooting skills, with aptitude/sound judgment for creative problem solving.

- Quality focused with excellent attention to detail.

- Capable of prioritizing own workload in a high pressure and time constrained environment.

- Customer focused with excellent oral and written communication skills.

- Positive attitude to learn new skills and adapt to newer technologies.

Desirable:

- Knowledge of the WHO ERP implementation and customizations.

- Knowledge of UN policies and procedures.

WHO Competencies

1. Teamwork
2. Respecting and promoting individual and cultural differences
3. Communication
4. Producing results
5. Moving forward in a changing environment

Use of Language Skills

Essential: Expert knowledge of English. Desirable:

REMUNERATION

Remuneration comprises an annual base salary starting at MYR 96,606 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level including those of a temporary nature.

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• For information on WHO's operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• This is a National Professional Officer position. Therefore, only applications from nationals of the country where the duty station is located will be accepted. Applicants who are not nationals of this country will not be considered.

Potential interview questions