Information Technology Officer

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Description

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• 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.

• 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.

• 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. 

• 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.

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