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Qualifications

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:

a)   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;

b)   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;

c)    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;

d)   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;

e)   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;

f)    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;

g)   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;

h)   Ensure that the Organization’s day-to-day IT User Services are efficiently and effectively operating to guarantee a consistent level of customer service;

i)     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;

j)    Coordinate the development, implementation, review and updates of the IT service catalog and ensure that the ITSM and knowledge base are aligned;

k)   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;

l)     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;

m)  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;

n)   Provide technical support for the design, configuration and installation of images, software updates, and maintenance patches;

o)   Collaborate with service providers, vendors and partners when needed to ensure that the Organization’s IT User Services are operational and up to date;

p)   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;

q)   Build corporate process/procedures around software licenses and ensure the operational health and availability of software licensing portals;

r)    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). The list can be accessed through the link: http://www.whed.net/. PAHO will also use the databases of the Council for Higher Education Accreditation http://www.chea.org and College Navigator, found on the website of the National Centre for Educational Statistics, https://nces.ed.gov/collegenavigator to support the validation process.

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.

SKILLS:

PAHO Competencies:

·       Overall attitude at work: Maintains integrity and takes a clear ethical approach and stance; demonstrates commitment to the Organization’s mandate and promotes the values of the Organization in daily work and behavior; is accountable for work carried out in line with own role and responsibilities; is respectful towards, and trusted by, colleagues and counterparts.

·       Teamwork: Collaborate and cooperate with others/Deal effectively with conflict – Creates team spirit; promotes collaboration and open communication in the team; proactively supports others; welcomes team responsibilities and drives team results; promotes knowledge sharing in the team.  Proactively identifies conflicts and facilitates their resolution in a respectful manner; tactfully resolves conflicts between or with others and takes action to reduce any possible tension; effectively builds a rapport with individuals and teams, establishing good personal and professional relationships, as well as minimizing risk of potential conflict.

·       Respecting and promoting individual and cultural differences:  Relate well to diversity in others and capitalize on such diversity – Treats all people with dignity and respect. Relates well to people with different cultures, gender, orientations, backgrounds and/or positions; examines own behavior to avoid stereotypical responses; considers issues from the perspective of others and values their diversity.

·       Communication: Express oneself clearly when speaking/Listen/Write effectively/Share knowledge – Foresees communication needs of audience and targets message accordingly.  Facilitates open communication; encourages others to share their views openly and takes time to understand and consider their views.  Writes down ideas in a clear, structured, logical and credible way; drafts and supports the development of guidelines, policies and procedures.  Shares relevant information openly and ensures that the shared information is understood; considers knowledge sharing as a constructive working method and demonstrates awareness of the Organization.

·       Producing Results:  Work efficiently and independently/Deliver quality results/Take responsibility – Prioritizes work, monitors own progress against objectives and adapts plans as required; communicates adjustments as necessary. Acts proactively and stimulates action as needed; handles problems effectively and constructively. Produces high-quality results and workable solutions that meet clients’ needs. Works independently to produce new results and sets own time lines effectively and efficiently.  Shows awareness of own role and clarifies roles of team members in relation to project’s expected results. Makes proposals for improving processes as required and takes responsibility for own work and/or actions, as necessary.  Demonstrates positive attitude in working on new projects and initiatives. Demonstrates accountability for own success, as well as for errors; learns from experience.

·       Moving forward in a changing environment: Propose change/Adapt to change – Actively supports Organizational change initiatives and demonstrates personal commitment to them, including when faced with new demands; proposes workable solutions to challenging situations.  Engages in positive responses to a changing environment and promotes workable solutions to achieve own and team’s results.  Welcomes, and actively seeks to apply, new ideas, approaches and working methods and technologies in order to improve own and/or team’s work processes and results; demonstrates commitment to Organizational change initiatives.

Technical Expertise:

–       Thorough knowledge of and expertise with IT Help desk services, desktop software and hardware.

–       Knowledge of IT project management and IT Service management.

–       Ability to prioritize and quickly resolve issues, identify patterns and propose process improvements.

–       Strong analytical and problem-solving skills.

–       Ability to communicate effectively, both verbally and in writing, with staff, vendors, and end users.

–       Ability to establish and maintain effective working relationships with internal and external partners using principles of good customer service.

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.

IT Skills:

Practical knowledge of IT services management systems, desktop software and hardware. Knowledge of Microsoft technologies, cloud technology and platforms, mobile device management and Office 365 would be an asset.

REMUNERATION

Annual Salary: (Net of taxes)

USD $64,121.00 post adjustment

Post Adjustment: 70.2% of the above figure(s).  This percentage is to be considered as indicative since variations may occur each month either upwards or downwards due to currency exchange rate fluctuations or inflation.

ADDITIONAL INFORMATION

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

Any appointment/extension of appointment is subject to PAHO Staff Regulations, Staff Rules and e-Manual.

For information on PAHO please visit: http://www.paho.org

PAHO/WHO is an ethical organization that maintains high standards of integrity and accountability. People joining PAHO are required to maintain these standards both in their professional work and personal activities.

PAHO/WHO also promotes a work environment that is free from harassment, sexual harassment, discrimination, and other types of abusive behavior. PAHO conducts background checks and will not hire anyone who has a substantiated history of abusive conduct.

PAHO/WHO personnel interact frequently with people in the communities we serve. To protect these people, PAHO has zero tolerance for sexual exploitation and abuse. People who commit serious wrongdoing will be terminated and may also face criminal prosecution.

PAHO/WHO is committed to workforce diversity. PAHO/WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

PAHO/WHO offers an attractive compensation package including an annual net salary and post adjustment, which reflects the cost of living in a particular duty station and exchange rates (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. Benefits for internationally recruited staff may include home leave, travel and removal expenses on appointment and separation, education grant for dependent children, assignment grant and rental subsidy.

Candidates appointed to an international post with PAHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.

All applicants are required to complete an on-line profile to be considered for this post.

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 organization purposes.