Information Technology Officer

Organizational Setting

The Regional Office for Latin America and the Caribbean (RLC) is responsible for leading FAO's response to regional priorities for food security, agriculture and rural development through the identification, planning and implementation of FAO's priority activities in the region. It ensures a multidisciplinary approach to programmes, identifies priority areas of action for the Organization in the region and, in collaboration with offices and divisions at headquarters, develops, promotes and oversees FAO's strategic response to regional priorities. RLC also advises on the incorporation of regional priorities into the Organization's Programme of Work and Budget and implements approved programmes and projects in the region, monitors the level of programme implementation and draws attention to problems and deficiencies. RLC develops and maintains relations with region-wide institutions including the Regional Economic Integration Organizations (REIOs). The Regional Office supports regional policy dialogue on food security, agriculture and rural development issues, facilitates the emergence of regional partnerships, and supports capacity development and resource mobilization for food security, agriculture and rural development in the region.

The Information Technology Officer supports the warranty and utility of Information Technology (IT) products and services across the Latin America and Caribbean region in compliance with the appropriate Organizational procedures and guideline, and Digitalization and Informatics Division (CSI) technical, security and quality standards.

The post is located in RLC in Santiago, Chile.

Reporting Lines The Information Technology Officer reports to the Senior Administrative Officer, RLC, with overall guidance of the Assistant Director General/Regional Representative (ADG/RR) RLC and, under guidance by CSI.

Technical Focus Provide overall technical support for IT services and products across the Latin America and Caribbean region. Monitor day to day IT operations for the Regional Office. Receive and review user requests and incidents and escalate to CSI, as required.

Key Results Perform activities related to the design, development, implementation, deployment, quality assurance, documentation and operation of ICT products, technology, systems and/or applications.

Key Functions • Performs one or more activities relating to the ICT (Information and Communication Technologies) product, technology, system or application life cycle: (a) business needs; (b) requirements definition; (c) ICT solution options; (d) IT solution design; (e) implementation and testing; (f) deployment; (g) documentation; (h) support and maintenance, according with CSI's policy, standards and procedures. • Identifies, assesses and manages ICT operational risks proposing mitigation activities and submitting ICT risk information. • Participates in the definition of the overall programme of work, ensuring its consistency with the overall strategic vision and enterprise architecture. • Contributes to service improvement, programmes and initiatives to ensure that the Division is well placed to challenge existing business needs and contributes to introduce change to create improvement opportunities. • Monitors, audits and reports on service performance to identify and address areas of risk; ensures compliance with agreed service-level expectations; contributes to periodic reviews and updates of the strategic vision to ensure it is relevant and up-to-date. • Liaises with relevant CSI teams that provide input to the programme of work to ensure that the programme is in line with overall CSI direction and processes. • Produces status reports and author documentation and prepares presentations for management. • Supports and contributes to initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization's daily operations.

Specific Functions • Monitors local IT setup (network connectivity, software, and hardware) across the FAO Decentralized Offices (DOs) and take appropriate action, as required. • Provides technical support utilizing the corporate Service Desk environment, ensuring that service requests, changes, incidents and problems are logged and managed through the said environment; escalates to appropriate CSI team/focal point any item (incident or service request) that cannot be addressed at the regional level. • Monitors performance to ensure that defined Service Levels are met. • Provides technical support related to cybersecurity (virus and malware detection, isolation, and removal) and submits information/escalate to CSI Cybersecurity team. • In liaison with RLC Management and CSI, provides technical inputs to the regional IT equipment replacement planning exercise. • Provides support to Emergency and Development projects in the Region. • Ensures support to video-conferencing activities performed within the region. • Contributes to documenting solutions and procedures to ensure effective communications with IT support personnel within the Region (Office Technology Coordinator OTC), with CSI and various stakeholders, thus ensuring the maintenance of the Corporate IT Knowledgebase. • Participates in ICT projects as needed and provides progress reports on Regional IT initiatives to the appropriate stakeholders. • Contributes to strengthening the Information Technology Assistants (ATI) network, ensuring consistent and effective communication regarding ICT policies, regulations, and corporate projects. Facilitate induction and continuous training for ATIs and new users in FAO ICTs. • Ensure adherence and compliance with FAO policies, regulations as well as CSI guidelines and standards. • Supports the deployment and outreach of new corporate initiatives and systems under the CSI guidelines. • Performs any other related duties as required. ______________________________________________________________________________________________________ CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements • Advanced university degree in computer science, information technology, engineering or a related field. • Five years of relevant experience in supporting information technologies and communications within large-scale LAN and WAN environments in diverse geographical environments. • Working knowledge (proficient – level C) of Spanish and English.

Competencies • Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement

Technical/Functional Skills • Work experience in more than one location or area of work, particularly in field positions. • Extent and relevance of experience and knowledge in service management (incident management, request fulfillment, change management, configuration management, problem management, service level management) utilizing industry standards such as Information Technology Infrastructure Library (ITIL). • Extent and relevance of experience in using service management software for operations. • ITIL v3 foundation and IT infrastructure component certifications are highly desirable. • Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset.