Introduction
Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental, and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.
IOM is committed to ensuring a workplace where all employees can thrive professionally while working towards harnessing the full potential of migration. Read more about IOM's workplace culture atย IOM workplace culture | International Organization for Migration
Internal and external candidates will be considered for this vacancy. For the purposes of this vacancy, internal candidates are defined as staff members holding a regular, fixed-term or short-term graded or ungraded contract, including Junior Professional Officers (JPOs), staff on Special Leave Without Pay (SLWOP), and staff members on secondment/loan released by the Organization, unless otherwise specified in their contract. Staff members holding a regular, fixed-term or short-term graded contract will not retain their contract type if appointed to an ungraded position.
Context
Under the overall supervision of the Chief, Operations and Mission Engagement Solutions, and direct supervision of the ICT Officer (Client Service and Support), and in close coordination with the Migration Management Operational Software Application (MiMOSA) Business Process Owners (BPOs), the ICT Officer (Client Service and Support) will be responsible for supporting the business user by delivering training and application support for increased adoption of newly developed systems and new technologies deployed.
The ICT Officer (Client Service and Support) will be responsible for supporting the planning, scheduling and delivery of training and providing support to the business users of the systems and applications within the Operations and Mission Engagement Solutions portfolio in line with established Business Processes in coordination with the subject matter experts for various programmes working in close collaboration with the Product and Business Analyst Team.
Using the IOM core competencies, technical work requirements, and donor requirements as a guide, support the training manager in identifying training priorities, focusing on training that will improve staff capabilities, skills, and technical knowledge.Participate in designing training content, videos, workshops, manuals, checklists, glossary, work instructions, and deliver user training for the Operations and Mission Engagement Solutions portfolio.Collect evaluations of training sessions to produce demonstrable outcomes and ensure continual improvements are made. Regularly follow up with staff who have taken training to measure how the knowledge gained is being applied to their work.Participate in both as a technical support person in general and as a trainer for in-house developed applications.Provide technical support by answering support queries while maintaining a high degree of customer service for all support queries and adhere to all service management principles.Support the business users and respond to their queries and issues related with the Operations and Mission Engagement Solutions portfolio; track tickets and coordinate with Tier 3 level support, subject matter experts (SMEs), and Business Process Owners (BPO) as necessary to fulfil user requests within existing Global User Support standards and procedures effectively.Create and maintain documentation of incidents, processes, procedures, and troubleshooting.Retain incident ticket ownership; open, update, monitor, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).Participate in the analysis and diagnose issues, identify the root cause of the problems and propose a solution.Assist the Business Analysts in analysing performance problems and recommend solutions to enhance functionality, reliability, and/or usability of IOM applications.Participate in testing activities, such as but not limited to User Acceptance Testing, Sanity Testing, and Regression Testing, for production releases.Maintain and regularly update the documentation of Standard Operating Procedures (SOPs), work instructions, solutions, and Knowledge Base related to application support, and contribute to the effectiveness of the support service.Perform such other duties as may be assigned.Education
Master's degree in computer science, Information Technology, or a related field from an accredited academic institution with two years of relevant professional experience; orUniversity degree in the above fields with four years of relevant professional experience.Experience
Demonstrated experience providing comprehensive training on complex topics to a wide range of cross-cultural audiences, and developing tailored learning materials, including presentations, workbooks, and other learning tools, is required;Experience facilitating training in a wide range of training contexts, including in-person, virtual, e-learning and other environments;Experience developing training materials utilizing a variety of adult learning methodologies and materials is an advantage;Experience with international humanitarian organizations, non-government, or government institutions/organization in a multi-cultural setting, is desired;Experience in Helpdesk/ Service Desk or Application Support roles; and,Relevant Learning and Development qualification or experience in a similar role.Skills
Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, and Mobile applications, as applicable for the position;Valid Microsoft MSCE, ITIL training and certifications are an advantage;In-depth knowledge of Migrant Management Operational System Application (MiMOSA) or internally used IOM applications is required;Ability to present ideas in a user-friendly language to non-technical staff and end-users, knowledge of a ticket-tracking system is an advantage;Strong customer service orientation: focused on result for the client and responds positively to feedback;Good administrative and time-management skills;Excellent problem-solving skills; ability to manage complexities;Excellent public speaking, facilitation, and teaching skills;Comprehensive understanding of adult learning methodologies and a variety of approaches to training development and delivery;Strong communicator with ability to engage with all levels across the business;Comfortable with presenting and training small teams or 1-2-1;Understanding learning and development strategies;Attention to detail, ability to organize paperwork methodically;Discreet, detail-oriented, and client-oriented, patient and willing to learn new things;The ability to work independently, solicit and receive feedback, and manage training activities;The ability to coordinate regionally and globally with general and professional staff; and,Proficient in Microsoft Office applications, e.g., Word, Excel, PowerPoint, and Outlook.Languages:
All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).
For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Required Competencies:
IOMโs competency framework can be found at this link Competencies will be assessed during the selection process.
Values - all IOM staff members must abide by and demonstrate these five values:
Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.Courage: Demonstrates willingness to take a stand on issues of importance.Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.Core Competencies โ behavioural indicators
Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.Accountability: Takes ownership for achieving the Organizationโs priorities and assumes responsibility for own actions and delegated work.Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.Notes
Internationally recruited professional staff are required to be mobile. Please refer to this link for guidance on IOM Job Category.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.
IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
Only shortlisted candidates will be contacted.
For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies