Organizational Setting
The cooperation between the Food and Agriculture Organization of the United Nations (FAO) and the Government of Ukraine has been designed to reinforce national capacities and to contribute to the broader development of agriculture, sustainable management of forests and fisheries, and animal and plant disease control. FAO is also contributing to building resilience and supporting early recovery in conflict-affected regions by supporting the economic recovery of farmers and rural communities. FAOโs presence in Ukraine has been scaled up across it three offices located in Kyiv, Lviv; Kharkiv and Dnipro under the overall responsibility of the Head of the FAO Office/Designated Responsible Officer in Ukraine.
The recent and large-scale escalation in hostilities in Ukraine is exacerbating the already dire food security situation of the most vulnerable rural households and small farmers. In response to the evolving situation, FAO Ukraine is scaling up its emergency humanitarian and resilience programming in conflict-affected areas of Ukraine, including previous areas of focus such as Donetsk, Luhansk, Zaporizhzhia and Kherson; Lviv and Zakarpattia in the West; and newly affected and newly accessible areas. In order to address the rapidly deteriorating situation, FAO us guided by its Rapid Response Plan (RRP) that is aligned with the Humanitarianย
Response Plan (HRP) and the UNโs Transitional Framework for Ukraine land focuses on responding to immediate needs by providing life and livelihood-saving assistance to the most vulnerable smallholder farming households impacted by the conflict as well as to providing urgent support to the countryโs agrifood sector which contributes to both national and international food security. Supporting the capacity of the Government of Ukraine to sustain critical food system services is also a key pillar of the Plan.
This is a homebased role, with the incumbent working from Ukraine.
Reporting Lines
The E-Fish Customer & Technical Support Specialist will operate under the overall supervision of the FAOUA Head of Office, the Head of Programme and the Project Manager, and the direct supervision of the National Fisheries Programme Specialist, with technical oversight from the REU Lead Technical Officer (LTO).
Technical Focus
The technical focus is on the Unified State Electronic System for Fisheries Management (hereinafter referred to as the System) support and troubleshooting, and related custom support. This includes analysing and resolving system errors, managing user access, and generating comprehensive reports. Strong communication skills are essential for effectively interacting with users, public authorities, and other stakeholders, providing clear guidance, troubleshooting assistance, and delivering technical solutions in a user-friendly manner.
Tasks and responsibilities
โข ย ย ย ย Provide consulting and technical support to users of the System, answering hotline calls and messengers.
โข ย ย ย ย Provide recommendations to users on working with the System according to the instructions.
โข ย ย ย ย Grant/terminate access to users in the System in accordance with the required roles.
โข ย ย ย ย Record citizens' requests regarding work with the System and resolving them if possible.
โข ย ย ย ย Check information in the database, analyse it.
โข ย ย ย ย Provide reports to the respective public authorities on identified errors.
โข ย ย ย ย Communice with users of the E-Fish fishers, the respective public authorities and host provider.
โข ย ย ย ย Independently analyse and provide proposals regarding the resolution of identified errors to the respective public authorities.
โข ย ย ย ย Participate in meetings related to the functioning of the System and provide proposals regarding the functioning of the System.
โข ย ย ย ย Maintain statistics on the functioning of the system, existing failures, etc.
CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING
Minimum Requirements
โข ย ย ย ย A bachelorโs degree in information technology, computer science, or fields related to the development of customer support systems
โข ย ย ย ย 3 years of experience in supporting the work of information systems
โข ย ย ย ย Working knowledge (Level C) of Russian
โข ย ย ย ย Working knowledge (Level C) of Ukrainian
โข ย ย ย ย Intermediate knowledge (Level B) of English
โข ย ย ย ย National of Ukraine or resident of the country with valid work permit
FAO Core Competencies
โข ย ย ย ย Results Focus
โข ย ย ย ย Teamwork
โข ย ย ย ย Communication
โข ย ย ย ย Building Effective Relationships
โข ย ย ย ย Knowledge Sharing and Continuous Improvement
Technical/Functional Skills
โข ย ย ย ย Experience working with the Platform of Registers for deployment and maintenance of state electronic registers.
โข ย ย ย ย Knowledge of regulatory legal acts regulating the functioning of the Unified State Electronic System for Fisheries Management.
โข ย ย ย ย Knowledge and use of business analysis practices.
โข ย ย ย ย Knowledge of XLS, Power BI, experience in working with SQL (writing queries, analysing and summarizing the information received, understanding database structures).
โข ย ย ย ย High communication skills, experience in customer support work in working with clients.
โข ย ย ย ย Skills in working with information system databases.
โข ย ย ย ย Ability to analyse information.