Learning Technology Officer (Operations and Support)

OBJECTIVES OF THE PROGRAMME

The World Health Organization’s Academy (‘The Academy’) is a new state-of-the-art learning institution that aims to revolutionize lifelong learning for health impact and reach million learners around the world. Based in Lyon, France, the Academy Campus will offer a wide range of learning modalities (on-line, face-to-face and blended); digital, in-person learning via the hub in Lyon or through the campus network, as well as portable learning laboratories designed for contexts where participants cannot travel or access the digital learning platform. The Academy is an integral part of the WHO under the management authority of the Director-General. The overall goal of the Academy is to advance the learning and human development component of WHO’s General Programme of Work (GPW) and health sustainable development goals. More specifically the Academy will: enhance the competencies of millions of people through cutting-edge digital learning and hybrid learning, including leaders, practitioners, catalysts and lay people. The WHO Academy will deliver advanced digital and in-person learning to health policy practitioners, health workers and WHO workforce. The Academy campus will be officially launched in Autumn 2024 as a global initiative combining the latest technologies in digital and remote learning with advancements in adult learning science to offer innovative, personalized and multilingual learning that meets priority needs.

DESCRIPTION OF DUTIES

The Learning Technology Officer (Operations and Support) responsibilities include (but not limited to):

1. Lead the learning technology operations support of the Academy team in providing end-user support, ensuring prompt resolution of IT issues.
2. Coordinate support activities together with the IT Service Desk, including ticket management, prioritization, and escalation, to maintain service levels and meet end-users expectations.
3. Oversee the maintenance of learning technology systems, including hardware, software, and network infrastructure, to ensure optimal performance and reliability.
4. Implement routine maintenance tasks, such as updates, patches, and backups, following best practices and security guidelines.
5. Collaborate with internal IT teams and external vendors to address complex technical issues and implement system upgrades or enhancements.
6. Communicate effectively with end-users, providing technical guidance, training, and updates on IT-related matters.
7. Identify opportunities for process improvements and efficiency gains within the learning technology support function, proposing and implementing solutions to enhance service delivery.
8. Maintain accurate documentation of learning technology assets, configurations, and support activities, ensuring compliance with organizational standards and policies.
9. Stay abreast of emerging technologies and industry trends in learning technology support and maintenance, seeking opportunities for professional development and skills enhancement.
10. Foster a culture of continuous learning within the support team, providing mentorship and training to enhance technical competencies and service delivery.
11. Conducting regular performance assessments of Learning Technology systems and applications to identify areas for optimization and improvement, ensuring optimal functionality and user experience.
12. Implementing proactive monitoring solutions to detect and address potential issues before they escalate, minimizing downtime and disruptions to end-users.
13. Collaborating with relevant stakeholders to develop and maintain disaster recovery and business continuity plans, ensuring the Academy’s learning technology infrastructure is resilient and prepared for unexpected events.
14. Facilitate consistent communication and reporting to stakeholders, ensuring they are regularly informed and have increased visibility on critical aspects including Key Performance Indicators (KPIs), emerging trends, Service Level Agreements (SLAs), and customer satisfaction metrics.
15. Additionally, oversee the creation, maintenance, and updating of comprehensive documentation pertaining to all activities and practices within the WHO Academy, ensuring accuracy and relevance to support ongoing operations effectively.
16. Other duties and responsibilities as assigned by supervisor.

REQUIRED QUALIFICATIONS

Education

Essential: University degree in computer science, information systems, mathematics, statistics or other related field relevant to the position.

Experience

Essential:

• At least five years of progressively responsible experience in IT support system implementation and/or operations of information support systems.
• Experience in the preparation of IT cost estimates/budgets and reporting.

Desirable:

• Experience supporting the implementation of ICT policies, governance frameworks, and compliance procedures.
• Experience in developing technical specifications for IT services and equipment.

Skills

• Knowledge of IT helpdesk tools and software.
• Knowledge of information technology/information management, particularly in systems analysis, database design and programming.
• Strong analytical and problem-solving skills, to include proficiency in the development and implementation of systems of moderate size/complexity.
• Knowledge of interactive systems; good knowledge of the Organization’s information infrastructure and IT strategy as it relates to user area(s); independently maintains assigned systems and develops innovative approaches to resolve a wide range of issues/problems.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Promoting innovation and organizational learning
Producing results

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Expert knowledge of UN Languages.

REMUNERATION

WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 64,121 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 3169 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.

ADDITIONAL INFORMATION

• This vacancy notice may be used to fill other similar positions at the same grade level.

• Only candidates under serious consideration will be contacted.

• A written test and/or an asynchronous video assessment 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.

• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and E-Manual.

• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.

• The WHO is committed to achieving gender parity and geographical diversity in its workforce. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply.

• Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int

• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of short-listed candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.

• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.

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

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

• Mobility is a condition of international professional employment with WHO and an underlying premise of the international civil service. Candidates appointed to a fixed-term position in the Professional category with WHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.

• Please note that WHO’s contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.

• For WHO General Service staff who do not meet the minimum educational qualifications, please see e-Manual III.4.1, para 220.

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