Technical Support and Training Coordinator

Contract

This is a IICA-1 contract. This kind of contract is known as International Individual Contractor Agreements. It is normally internationally recruited only. It's an external contract. It usually requires 2 years of experience, depending on education. More about IICA-1 contracts.

Background Information - Job-specific

UN-OCHA is currently looking to hire a person to support in field and HQ requirements in managing the end users of its Grant Management system application. The person must demonstrate skills in training and understanding the system and CBPF business modalities. The person is expected to manage key activities and monitor the issue tracking system to consolidate all the feedback and tickets created by system users. Ability to liaise with internal and external stakeholders in facilitating efficient and effective post-release activities of the system.

Functional Responsibilities

This incumbent of this position will work closely with the Grant Management system (GMS) unit team lead in handling daily tasks of Grant Management system for Country Based Pooled funds.

The responsibilities include:

• Provide online consultation and support to all the GMS users in field and HQ. Monitor the support mailbox to ensure all the mails are responded and resolved with minimum time delays.

• Using the knowledge of country-based pooled fund allocation process provide support to the field users in addressing the queries from GMS system.

• Analyze the work process and coordinate with the development team in our Agile Software Development (Scrum) process.

• Evaluate and capture enhancements with new requirements from field Humanitarian funding teams to existing GMS product.

• In coordination with the technical team, provide the preparation of information technology manuals and documentation.

• Develop functional designs, analyze and translate requirements into use cases for the development team. Also, closely involve in User acceptance testing to ensure the delivered new modules are properly tested and bug-free.

• Regularly conduct trainings for business users and GMS end users on existing and newly developed modules.

• Build wireframes to provide clear understanding to OCHA team on the new modules and UI for quick decision making.

• Keep the GMS user portal updated and improve the content with video tutorials as and when required.

Education/Experience/Language requirements

***** CANDIDATES WITH NO UNITED NATIONS OR UNOPS EXPERIENCE ARE STRONGLY ENCOURAGED TO APPLY***

Education** - First level university degree (Bachelor’s degree or equivalent) preferably in computer science, commerce, information systems, finance and/or management science is required; - Advanced university degree (Master’s Degree or equivalent) is desirable and may substitute for some of the required years of experience.

Work Experience

• Two (2) years of increasingly diverse or complex experience in System technical support and project management is required.

Language

• Fluency in English (read, write and speak) is required
• Fluency in French (read, write and speak) is required
• Knowledge in Arabic is desirable

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

Contract level: IICA-1 (ICSC-8) Contract duration: 12 months, subject to organizational requirements, availability of funds and/or to satisfactory performance

For more details about the ICA contractual modality, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

This is not a position in UNOPS. UNOPS is solely providing operational support to its partner UNOCHA for this recruitment process. The selected candidate will be a personnel member of UNOCA under its full responsibility and salaries and benefits will be decided by UNOCHA.

Additional Considerations

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.