Service Support Analyst

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 1,740 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. On the one hand, 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: i. Application and Information Management: Manages enterprise applications, platforms and the development of information systems that support the digital transformation; ii. Architecture and Infrastructure: help sets the overall technology architecture and standards and manages technology infrastructure foundation; iii. Workplace and Collaboration Services: Manages technology platforms and services fora digital workplace, including tools for end-users and collaboration services; and iv. 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.

DESCRIPTION OF DUTIES

Reporting to the Team Lead, Operations and User Support (OUS), the incumbent is responsible for ensuring quality in the way IMT delivers its IMT services by monitoring adherence to defined IMT standard, policies, SOPs, and other guidelines to transform IMT's ways of working in order to meet the needs of the organization.

- Support the development and documentation of service management processes including Standard Operating Procedures, Technical Operating Procedures, Technical Instructions, Job-aid, knowledge base articles, templates, as well as standards, policies, and guidelines to define the expected quality to be championed in IMT's service management processes.

- Direct and/or perform Quality Assurance (QA) checks on IMT teams that are involved in service management processes including especially those providing Tier-1 and Tier-2 or 3 support.

- Ensure that call center quality assurance processes are in place by providing guidance to the Global Service Desk, reviewing the quality of the calls and ticket responses, as well as reviewing ticket assignments, aging of tickets within the queues, and communication with end users, as defined in the relevant SOPs, policies and guidelines.

- Analyze data to compile and produce automated reports that measure performance of various IMT teams regarding IMT's service management processes highlighting achievements, gaps, root cause and compliance.

- Monitor identified metrics for compliance with established service levels. Identify non-compliant areas and make necessary adjustments to bring them into compliance. Identify and address specific issues in consultation with supervisor and other team members.

- Enhance reports based on feedback received from stakeholders.

- Ensure Known Error Database (KEDB) and Knowledge Base are updated, and lessons learned, and solution are documented and shared with relevant IMT teams.

- Perform training needs analysis of team and individuals ensuring training curriculum is fit-for-purpose, update own knowledge and skills to fulfil training needs.

- Coach and train individuals and teams on QA processes, as well as provide training in service management areas identified as gaps.

- Ensure all training materials are developed, updated, and uploaded in the relevant platforms to cascade information to all relevant users especially new and existing staff.

- Work closely with IMT teams to address issues compiled through Customer Satisfaction Surveys to improve IMT services, tools, and processes.

- Perform other duties as required.

REQUIRED QUALIFICATIONS

Education

Essential:

- University degree in computer science, engineering, information management, administration, or similar discipline.

- ITIL Certification. Desirable:

- Service desk management certification, other relevant professional training/certification such as Microsoft Certifications, ITSM System Administrator Certification.

Experience

Essential:

- Minimum of one year of experience in Information Technology end-user support or business functional support in an international or multinational organization.

- Experience in Continuous Improvement to eliminate defects or identifying enhancements.

- Proven hands on experience in working with ITSM Tools.

- Experience in documenting ITSM processes, and creating Knowledge Base Articles. Desirable:

- IT experience in an international organization.

- WHO ITSM Platform application management and administration experience.

Skills

- Strong Service Management knowledge including ITIL process framework, remote management tools, technical processes, and application.

- Self-motivated individual with good interpersonal and communication skills. Ability to effectively interact with people at all levels worldwide.

- Worked in a role that has required you to be approachable and able to deliver positive and negative feedback.

- Ability to work with little supervision is a must.

- Excellent communicator in both spoken and written English including explaining technical concepts in non-technical client facing language.

- Good in data and metric analysis and report generation.

- Capable of driving complex root cause analysis (RCA), familiar with formal RCA techniques and able to prepare high quality RCA documents.

WHO Competencies

1. Teamwork 2. Respecting and promoting individual and cultural differences 3. Communication 4. Producing results 5. Knowing and managing yourself

Use of Language Skills

Essential: Intermediate knowledge of English. Desirable: Beginners knowledge of French.

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.

• Staff members in other duty stations are encouraged to apply.

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

• WHO is committed to workforce diversity.

• WHO's workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.

• 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.