IT Specialist

OBJECTIVE OF THE OFFICE/DEPARTMENT

This requisition is for employment at the Pan American Health Organization (PAHO)/Regional Office of the World Health Organization (WHO)

The Information Technology Services Department (ITS) provides leadership, direction and support in the use of information technology (IT) systems and services to support the Pan American Health Organization in carrying out its mandate. ITS is also responsible for information and cyber security across the organization. ITS establishes and maintains IT-related strategies, policies, standards and procedures. The department ensures the effective and efficient provision of information technology and telecommunication services across 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, IT Operations (ITS), the incumbent is responsible for, but not necessarily limited to, the following assigned duties:

• Coordinate the Organization’s IT Help Desk operations effectively and efficiently to guarantee a consistent level of customer service, applying IT industry best practices on service delivery and process improvement, where appropriate and advantageous;
• Provide technical support, evaluate and make specific recommendations to strengthen the delivery of Information and Communications Technology (ICT) services, including software and hardware to populate, manage and standardize the Organization’s desktop, printers and mobile computing environment;
• Ensure appropriate, effective and timely response to all requests for ICT-related assistance coming through the Service Desk at Headquarters and Country Offices; coordinate the triage and prioritization of the problem, employment of the appropriate resource to address and resolve it, or to track and escalate it until resolved; identify patterns/recurring issues/training needs etc. and ensure rapid response and reduce possible duplication of work;
• Configure, manage and support the design, implementation and enhancements to the IT Service Management software (ITSM) to ensure the platform responds to the evolving IT environment and user’s needs; improve the ITSM system knowledge base and maximize the use of functionalities to benefit the Organization’s IT user services;
• Supervise the activities of the Help Desk Team, including the distribution of work; provide overall service expectations, desired performance, and observation of authorized standards and practices; provide guidance, support and coaching to team members;
• Establish and refine processes techniques, tools, and methods used by ITS team to provide exceptional user support to the Organization; set customer service standards to ensure the delivery of timely and efficient customer service; contribute to improving customer support by improving response time to queries;
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, demand mix and end-user productivity;
• Ensure that the Organization’s day-to-day IT User Services are efficiently and effectively operating to guarantee a consistent level of customer service;
• Coordinate and provide technical guidance on IT support activities and systems, by identifying users’ needs and requirements and mobilizing existing technology to meet their criteria considering the latest industry standards and best practices;
• Coordinate the development, implementation, review and updates of the IT service catalog and ensure that the ITSM and knowledge base are aligned;
• Coordinate the support of ITS activities in support of PASB Governing Bodies meetings; including efforts to innovate and adopt technology solutions to modernize GBO meeting management and improve participant experience;
• Analyze and coordinate the solutions to issues escalated and ensure timely resolution of both anticipated and reported problems; collaborate with user communities, technical, administrative and management teams; establish monitoring and reporting mechanisms to evaluate relevant help desk metrics to identify areas of improvement;
• Propose the development and update of documentation, user guides, Standard Operating Procedures and Job aids to ensure users have access to information to facilitate their work;
• Provide technical support for the design, configuration and installation of images, software updates, and maintenance patches;
• Collaborate with service providers, vendors and partners when needed to ensure that the Organization’s IT User Services are operational and up to date;
• Manage the different types of licensing models for software and IT platforms including perpetual, subscription, trial, feature and others, as well as PAHO end user compliance with each licensing terms;
• Build corporate process/procedures around software licenses and ensure the operational health and availability of software licensing portals;
• Perform other related duties, as assigned.

REQUIRED QUALIFICATIONS

Education:

• Essential: A bachelor’s degree in computer science, information systems, systems engineering, engineering, mathematics, business administration or in any other field related to the functions of the position, from an accredited university.
• 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).

Experience:

• Essential: Seven years of combined national and international experience in managing information technology services. Experience should include coordinating and managing IT Help desk services and operations.

Languages:

• Very good knowledge of English or Spanish with working knowledge of the other language. Knowledge of French and/or Portuguese would be an asset.

Source: https://careers.who.int/careersection/ex/jobdetail.ftl?job=2402228&tz=GMT%2B05%3A30&tzname=Asia%2FCalcutta