Vacancy Number: PAHO/16/FT724
Duty Station: Washington, D.C. United States of America
Grade: G6
Contract Type: Fixed-term Appointment
Closing Date: 24 Jan 2017
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| OBJECTIVES OF THE PROGRAMME : Information Technology Services (ITS) provides leadership and direction in the deployment of information and communication technologies and systems to support the Pan American Health Organization/Regional Office of the Americas of the World Health Organization (PAHO/WHO) in carrying out its mandate. Furthermore, ITS establishes and maintains strategies, policies, standards and procedures to ensure the effective and efficient provision of information and communication services in a geographically dispersed environment. | |
| Description of duties: Under the general supervision of the Director, Information Technology Services (ITS), and the direct supervision of the Advisor, End-user IT Services (ITS/US), the incumbent is responsible for, but not limited to, the following assigned duties: a) Assist in the planning and organization of ITS/US projects and project tasks; b) Monitor and report on status of ITS/US projects, specifically on progress, resources, timelines and outcomes; c) Assist in the planning and organization of the Biennial Workplan (BWP) of ITS/US; d) Coordinate initiatives to extend and enhance the PAHO Service Request System (SRS) cloud platform; e) Collaborate with ITS peers and Business Owners in the development and administration of the SRS Knowledgebase; f) Administer SRS Reports to monitor ITS/US operational performance for compliance with established Service Level Agreements (SLAs); g) Administer SRS Reports to ensure the needs of ITS, PAHO management, technical and enabling teams are met; h) Administer ITS/US response to end-user IT security incidents per PAHO InfoSec policies and SOPs i) Administer and coordinate ITS training initiatives; j) Oversee the deployment and monitoring of PAHO mobile devices at HQ; k) Administer IT standards related processes for end-user IT equipment, software and services; l) Act as ITS intranet focal point; administer ITS Intranet content in collaboration with PAHO Enterprise content managers; m) Collaborate with ITS management and teams in monitoring usage of corporate software licenses and subscriptions, for compliance, extension or upgrade; n) Collaborate with service providers, vendors and partners in support of ITS/US initiatives; o) Perform other related duties, as assigned. | |
| REQUIRED QUALIFICATIONS | |
| Education: Essential: High school diploma with formal training in Information Technology fields. Desirable: ITIL certification, and/or specialized training at college, university or business school level on IT service management, user support or project management related techniques would be an asset. 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/ | |
| Skills: Key Behavioral Competencies -- Intrainstitutional Action: Displays, through behavior, understanding of PAHO's values and mission. Seeks information on and acts with understanding of the Organization's expectations while advancing further the understanding and application of it's policies. Shows interest and concern for the activities related to his/her work in conjunction with the mission, values, vision and policies of the organization. Behaves consistently in accordance with the Code of Ethics of the Organization. -- Teamwork: Encourages team members, adds significant contribution when participating in internal and external work teams, and leads through personal example the virtues of team success--collaboration, trust, transparency and joint responsibilities. Builds and maintains mutually beneficial productive interpersonal relations based on trust, inside and outside the Organization. Keeps every team member informed as well as shares relevant and useful information. -- Service Orientation: Follows through on the client inquiries, requests and complaints. Keeps client up-to-date about progress of projects. Monitors client satisfaction. -- Communication: Establishes and proactively engages in productive dialogues in one's work inside and outside the Organization, and assists in the building of consensus. Seeks to share information with others within the organization, both face to face and through communication and information technology systems as appropriate. -- Information Management: Verifies that relevant information is obtained, processed, selected, and disseminated in area of work. Acquires the training to utilize technologies for processing information relative to the area of work in a logical and organized manner, which facilitates the dissemination of information, resulting in information that is consistent, valid and accurate. Keeps abreast of latest technologies for processing the information relevant to the area of work, and weighs its advantages/disadvantages. -- Continuous Learning: Seeks knowledge and sources of learning with colleagues. Finds new sources of information in order to make a better contribution to the team. Keeps focused on the organizational policies, processes and practices already established. -- Analysis, Synthesis, and Forecasting: Seeks and supports the gathering of information and searches relevant information that helps in the analysis and in the identification of actions, as determined by management. Is capable of understanding ideas, facts and situations, dividing them in small parts and identifying their implications. Is capable of anticipating the implications of an analyzed situation at least one month ahead. Technical Expertise - Strong knowledge of techniques and practices associated with IT service desk and user support services and operations. - Strong skills and experience with IT user support software tools and service management systems; - Knowledge and technical expertise of Information Technology Infrastructure Library (ITIL) principles and best practices. - Ability to plan, coordinate and monitor project related tasks. - Ability to rapidly assimilate, master and administer new IT systems and tools. - Strong problem solving and technical skills to effectively diagnose and resolve problems. - Strong communication skills, including ability to provide training and support on technical IT concepts to non-IT personnel. - Knowledge of information security principles and practices. - Ability to work harmoniously as a team in a multidisciplinary, multicultural and international environment. IT Skills Knowledge of IT user support practices and tools. Understanding of Microsoft Windows Operating Systems and Active Directory. Knowledge of other operating software programs and hardware configurations. Demonstrated ability to effectively use a computer and utilize desktop software such as Microsoft Office. | |
| Experience: Essential: Six years of experience in the area of information technology, including experience in user support desk operation services. Desirable: Experience in project planning, implementation and monitoring techniques. Experience in the migration, use and support of cloud based IT systems would be an asset. | |
| Languages: Very good knowledge of English and Spanish. | |
| Additional Information: PAHO OFFERS AN ATTRACTIVE COMPENSATION PACKAGE INCLUDING AN ANNUAL NET SALARY (SUBJECT TO MANDATORY DEDUCTIONS FOR PENSION CONTRIBUTIONS AND HEALTH INSURANCE). OTHER BENEFITS INCLUDE: 30 DAYS ANNUAL LEAVE, DEPENDENCY BENEFITS, PENSION PLAN, AND HEALTH INSURANCE SCHEME. ALL APPLICANTS ARE REQUIRED TO COMPLETE AN ON-LINE PERSONAL HISTORY FORM TO BE CONSIDERED FOR THIS POST. ADMINISTRATIVE/SUPPORT POSITIONS IN WASHINGTON, D.C. ARE OPEN TO WASHINGTON, D.C. METROPOLITAN AREA RESIDENTS ONLY. CANDIDATES MUST BE U.S. CITIZENS OR HOLD A PERMANENT RESIDENT ALIEN CARD (GREEN CARD). CANDIDATES WILL BE CONTACTED ONLY IF THEY ARE UNDER SERIOUS CONSIDERATION. A WRITTEN TEST AND/OR INTERVIEW WILL BE HELD FOR THIS POST. THE POST DESCRIPTION IS THE OFFICIAL DOCUMENTATION FOR ORGANIZATIONAL PURPOSES. | |
| Annual salary: (Net of tax) US$50,532 at single rate | |