Introduction

The position is located in the Information and Technology Management Department (INFOTEC) and Application Management Services Branch (AMS). INFOTEC is responsible for information management and utilization of technology for the ILO. INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively manage information and use technology to perform its mission. AMS provides a range of application related development, implementation and support services covering solutions like: enterprise resource planning, document/content /records management, collaboration/ communication, business intelligence/ analytics and custom point solutions
The position provides expertise in solution design/wire framing, business process modelling and testing while acting as a liaison between AMS and business units in determining how to best implement software to streamline, automate and facilitate process efficiency and improvement.
This position will support the Health Insurance Information System (HIIS) of the Staff Health Insurance Fund (SHIF) of the ILO.
The position will report to the AMS Branch Chief.

Specific Duties

1. Requirements Analysis and Solution Design: Facilitate sessions and workshops to gather requirements. Prepare requirement, functional design and process flow documentation including mock-ups and wireframes. Provide information to management and senior analysts on the challenges, issues and solutions suggested. Brief technical colleagues as needed to explain solution requirements.

2. Testing: Prepare test plans, scripts and scenarios for integration and system testing. Conduct testing including entering test transactions and document bugs, issues and enhancement requests in a systematic manner. Monitor their status and retest as needed. Support user community during User Acceptance Testing (UAT) and liaise with them as needed to ensure the solution conforms with the documented scope and requirements.

3. Configuration and Solution Implementation: Utilize appropriate software configuration practices according to accepted standards within the software development lifecycle and methodologies like Information Technology Infrastructure Library (ITIL). Implement process and software solutions related to HIIS as well as other custom ILO applications and human resource/human capital management (HR/HCM) solutions (Oracle e-Business Suite HR, Personnel Actions and Leave Management). Draft configuration and implementation documentation.

4. User Engagement and Training: Prepare and conduct functionality briefings and workshops to user communities. Prepare checklists, FAQs, etc. needed to assist user communities to utilize the implemented solution. Draft training materials and use case transactions. Provide training and individual support to ensure user understanding.

5. User Support: Analyze reported issues related to HIIS as well as other assigned application, process and solution areas. Troubleshoot issues by liaising with technical colleagues/consultants, senior analysts and software vendors to resolve the issue. Work within established support norms and SLAs. Document and implement solutions as required to address the issues.

6. Perform other relevant duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1. Work within project teams and adhere to project management standards including preparation of status reports, project plans, work estimations, etc. Provide inputs to briefing materials and presentations as needed for senior analyst and management review to adhere to the IT governance framework.

2. Liaise with users to understand their needs and suggest appropriate solutions to ensure client satisfaction and continuous alignment with the user’s business needs.

3. Utilize AMS standards and processes and procedures when performing daily functions to ensure stability of application functions and supported business processes.

4. Propose changes to processes, systems and structures and make suggestions to the supervisor on how to best utilize the existing software applications to increase efficiency and effectiveness for the ILO.

5. Perform impact analysis of new business requirements. Liaise with customers, consultant partners and software vendors to understand and document requirements, issues and required actions and decisions. Document analysis and alternative solution suggestions within appropriate documentation. In consultation with the supervisor, provide design suggestions, estimate work effort and develop wireframes/mock-ups of potential solutions.

6. Prepare draft documentation and maintain all relevant documentation according to published standards and procedures as business requirements evolve.

7. Perform troubleshooting of functional issues; determine if functional requirements are met by existing software and develop action plans to correct deficiencies; support the Office during cutover and transition to new software releases.

8. Investigate reported application problems and work with Senior Functional Analysts to test, diagnose and isolate the root cause of problems. Prepare incident reports for further investigation by technical operations and development experts. Coordinate further diagnosis and tests as necessary to assist with and recommend workarounds where appropriate.

9. Prepare draft training materials and user documentation, and provide training to users.

Required qualifications

Education

First-level university degree (Bachelor’s or equivalent) in an information technology related or business/ management field or other relevant field.

Experience

At least three years of professional experience in an IT work area related to implementation and support of application solutions. Oracle e-Business Suite or other ERP solution is an advantage. Direct experience with the Oracle e-Business Suite or health insurance claim settlement systems are an advantage.

Languages

Excellent command of one working language (English, French, Spanish) of the Organization. Working knowledge of a second working language would be an advantage.

Competencies

In addition to the ILO core competencies, this position requires:

Technical

Sound understanding of administrative application implementation methodologies and best practices. Sufficient understanding of relevant business processes, operating strategies, policies, and procedures within the UN environment; capability to gather, document and analyze information; ability to draw conclusions including impacts and resolution options, discernment to prioritize issues or when to seek guidance are critical to overall organization drivers and which are not; ability to solve complex functional issues which cross-organizational boundaries. Ability to operate within the software development lifecycle and to liaise with team members and partners through the various activities in this cycle. This will include, briefings and developing, reviewing and discussing Functional & Technical Designs, Test Scripts/Scenarios, etc. Advanced application software skills including Microsoft Office tools to prepare presentations, spreadsheets, word processing, and project management. Knowledge of PowerBuilder or SQL are an advantage.

Behavioural
Effective personal management skills including time and task management, preparation of project related briefs, status reports, etc. and capable of working independently and within a team environment in order to meet deadlines. The ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behavior and attitudes.