Senior Operations Associate

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Description

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• Timely and effective user support is provided on an ongoing.
• Provides users with solutions to identified incidents, requests or service interruptions; provides timely feedback, status or progress reports as per established policies and procedures
• Diagnoses and resolves Service Gateway tickets assigned to the MENA Regional Office for action and keeps users informed of the status.
• Escalates timely Service Gateway tickets and other system issues which cannot be addressed locally to Headquarters and/or GSSC
• Provide Headquarters with feedback received from users, additional updates or requests for system enhancements and effective resolution on a regular basis and during the bi-weekly technical meetings.
• Performance monitoring and assessment are regularly conducted for service improvement.
• Provides detailed metrics periodically on user support queries, and analyses them to assess performance gaps and faulty areas in the platforms causing issues for improvement in the service provided to users.
• Review the utilization of digital systems by country offices and prepare analytical reports.
• Perform quality assurance of data and other records in the system against UNICEF benchmarks
• Data analytics and Power BI are regularly conducted to support risk-based decision-making.
• Support the identification of high-risk partners and risk indicators, collection of data from high-risk partners, formulation and presentation of data analysis according to risk indicators.  
• Support data analysis of programme monitoring data including field monitoring reports and partnership cube.
• Formulate automated reports and dashboards using Power BI and another reporting tool.

• Documents and updates key tips and FAQs regarding the effective use of the systems for eventual distribution to users. Provides support in the training, development and distribution of user instructions and other related materials.
• Ensures Technical Support processes and procedures, with particular emphasis on business processes, are well documented and kept up to date.
• Identifies and reports users’ (internal/external) training needs based on requests/incidents/gaps identified and regularly conducts training sessions.
• Classifies and maintains key documents in a central and shared repository.

• Performs any additional assignments as requested by the supervisor.

• Completion of Secondary education is required, supplemented with formal training at the university level in Computer Science, software development, information technology, Information Systems, information management, and data analytics with seven years of professional experience in information technology, requiring systematic methods of troubleshooting and problem solving.

• A minimum of 7 years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required. Alternatively, a bachelor’s degree from a recognized academic institution in a field relevant to the position is accepted, with a requirement of four years of experience. Moreover, candidates holding a master’s degree from a recognized academic institution in a field relevant to the position are eligible with an additional two years of experience. Advanced knowledge of database fundamentals such as multidimensional database, relational database, power BI and data analytics. Ability to effectively use standard office software, tools, and technologies.

• Fluency in English and Arabic is required.

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