OBJECTIVES OF THE PROGRAMME
The World Health Organization's Academy (โThe Academy') is a new state-of-the-art learning institution that aims to revolutionize lifelong learning for health impact and reach million learners around the world. Based in Lyon, France, the Academy Campus will offer a wide range of learning modalities (on-line, face-to-face and blended); digital, in-person learning via the hub in Lyon or through the campus network, as well as portable learning laboratories designed for contexts where participants cannot travel or access the digital learning platform. The Academy is an integral part of the WHO under the management authority of the Director-General. The overall goal of the Academy is to advance the learning and human development component of WHO's General Programme of Work (GPW) and health sustainable development goals. More specifically the Academy will: enhance the competencies of millions of people through cutting-edge digital learning and hybrid learning, including leaders, practitioners, catalysts and lay people. The WHO Academy will deliver advanced digital and in-person learning to health policy practitioners, health workers and WHO workforce. The Academy campus will be officially launched in Autumn 2024 as a global initiative combining the latest technologies in digital and remote learning with advancements in adult learning science to offer innovative, personalized and multilingual learning that meets priority needs.
DESCRIPTION OF DUTIES
The Learning Technology Officer (Operations and Support) responsibilities include (but not limited to):
- Lead the learning technology operations support of the Academy team in providing end-user support, ensuring prompt resolution of IT issues.
- Coordinate support activities together with the IT Service Desk, including ticket management, prioritization, and escalation, to maintain service levels and meet end-users expectations.
- Oversee the maintenance of learning technology systems, including hardware, software, and network infrastructure, to ensure optimal performance and reliability.
- Implement routine maintenance tasks, such as updates, patches, and backups, following best practices and security guidelines.
- Collaborate with internal IT teams and external vendors to address complex technical issues and implement system upgrades or enhancements.
- Communicate effectively with end-users, providing technical guidance, training, and updates on IT-related matters.
- Identify opportunities for process improvements and efficiency gains within the learning technology support function, proposing and implementing solutions to enhance service delivery.
- Maintain accurate documentation of learning technology assets, configurations, and support activities, ensuring compliance with organizational standards and policies.
- Stay abreast of emerging technologies and industry trends in learning technology support and maintenance, seeking opportunities for professional development and skills enhancement.
- Foster a culture of continuous learning within the support team, providing mentorship and training to enhance technical competencies and service delivery.
- Conducting regular performance assessments of Learning Technology systems and applications to identify areas for optimization and improvement, ensuring optimal functionality and user experience.
- Implementing proactive monitoring solutions to detect and address potential issues before they escalate, minimizing downtime and disruptions to end-users.
- Collaborating with relevant stakeholders to develop and maintain disaster recovery and business continuity plans, ensuring the Academy's learning technology infrastructure is resilient and prepared for unexpected events.
- Facilitate consistent communication and reporting to stakeholders, ensuring they are regularly informed and have increased visibility on critical aspects including Key Performance Indicators (KPIs), emerging trends, Service Level Agreements (SLAs), and customer satisfaction metrics.
- Additionally, oversee the creation, maintenance, and updating of comprehensive documentation pertaining to all activities and practices within the WHO Academy, ensuring accuracy and relevance to support ongoing operations effectively.
- Other duties and responsibilities as assigned by supervisor.
REQUIRED QUALIFICATIONS
Education
Essential: University degree in computer science, information systems, mathematics, statistics or other related field relevant to the position.
Experience
Essential:
- At least five years of progressively responsible experience in IT support system implementation and/or operations of information support systems.
Desirable:
Experience supporting the implementation of ICT policies, governance frameworks, and compliance procedures. Experience in developing technical specifications for IT services and equipment.Skills
Knowledge of IT helpdesk tools and software. Knowledge of information technology/information management, particularly in systems analysis, database design and programming. Strong analytical and problem-solving skills, to include proficiency in the development and implementation of systems of moderate size/complexity. Knowledge of interactive systems; good knowledge of the Organization's information infrastructure and IT strategy as it relates to user area(s); independently maintains assigned systems and develops innovative approaches to resolve a wide range of issues/problems.WHO Competencies
Teamwork
Respecting and promoting individual and cultural differences
Communication
Promoting innovation and organizational learning
Producing results
Use of Language Skills
Essential: Expert knowledge of English.
Desirable: Expert knowledge of UN Languages.
REMUNERATION
WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 64,121 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 3169 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.