National ICT Officer (NP1)

Background:

The post is located in the OSCE Mission to Bosnia and Herzegovina (Mission), Shared Service Centre Programme, Shared Service Desk (SSD), ICT Section. The SSD provides and manages Service Desk activities in order to offer optimum Information Technology and Communication services to the OSCE Mission in Bosnia and Herzegovina and additional Missions participating in the ICT Shared Services function in accordance with OSCE ICT policies, standards and Operating Procedures. ICT services provided include planning and managing team and tasks that are associated with the daily Shared Service Desk operation, administration and support to corporate platforms and application services. Besides this post, the SSD comprises two ICT Helpdesk Technician (G4) posts, one ICT Server Administration Assistant post (G5) and one ICT Helpdesk Coordination Assistant post (G5).

The main purpose of the role is to supervise and manage the team while carrying out the overall responsibility for ICT 1st Level support day-to-day activities relevant to the Shared Service Desk function in order to provide competent and timely service delivery. The incumbent oversees and manages the day-to-day functioning of the Shared Service Desk (SSD) to ensure smooth and uninterrupted service delivery, monitors performance metrics, allocates tasks effectively, and maintains high service levels across all operational hours; leads and supervises SSD team members by setting clear expectations, providing guidance, monitoring performance, and ensuring staff follow to best practices and organizational standards; fosters a collaborative and service-oriented work environment and ensures timely resolution of all service requests in accordance with established service level agreement (SLA); Ensures that the Single-Point-of-Contact is fully operational during designated working hours and on Mission and Organization holidays; Provides guidance, expert advice and reports and escalates to management on any issue that could have significant impact on business operations and continuity.

Tasks and Responsibilities:

Under the direct supervision of the National Chief ICT Services (NP3) and the overall supervision of the Chief of Fund Administration (P4), should you be selected for the position, you will tasked with the following duties:

1. Supervising, managing and overseeing Shared Service Desk in order to provide 1st level ICT Support Services for MBaH and other Central Europe OSCE institutions and executive structures participating in the Shared Service Programme, all in line within SLA targets;

2.Identifying potential risks to service delivery, data integrity, by taking proactive measures to mitigate these risks and respond effectively to incidents to minimize impact on business continuity;

3. Maintaining efficient ticket management and incident resolution by analysing and identifying recurring issues and recommending preventive measures including communicating, coordinating, collaborating with appropriate departments OSCE wide, resulting in reduction of future incidents, better business continuity and positive user satisfaction level;

4. Supporting the development and training of SSD staff by sharing technical knowledge and updating documentation, thus promoting a culture of continuous learning and development;

5. Developing and monitoring performance metrics and service reports to assess the efficiency and quality of support services, identifying areas for improvement and proposing enhancements to tools, workflows, and procedures to ensure alignment with the organizational goals and SLA commitments;

6. Evaluating technical problems and determining the most effective resolution strategies; Applying appropriate methodologies and tools for problem-solving and ensuring all solutions and SSD operations are compliant with relevant FAI, internal ICT policies and standards. Monitoring adherence to procedures, implementing continuous improvement practices.

For more detailed information on the structure and work of the OSCE Mission to Bosnia and Herzegovina, please see: https://www.osce.org/mission-to-bosnia-and-herzegovina.

Necessary Qualifications:

Asset:

Remuneration Package:

Monthly remuneration, subject to social security deductions is 3,379.75 BAM/month. Social benefits will include participation in the Cigna health insurance scheme and the OSCE Provident Fund.

Appointments are normally made at Step 1 of the applicable OSCE salary scale. In exceptional cases, an initial appointment at up to Step 3 may be considered. This depends on factors such as relevant experience exceeding minimum requirements or higher previous remuneration. Any such request by a candidate must be reviewed and approved by the OSCE before the appointment.

This position is open to citizens and permanent residents of Bosnia and Herzegovina only.

If you wish to apply for this position, please use the OSCE's online application link found under https://vacancies.osce.org/.

The OSCE retains the discretion to re-advertise/re-post the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration.

Only those candidates who are selected to participate in the subsequent stages of recruitment will be contacted.

Candidates interviewed and found suitable in the recruitment process for this vacancy notice will be placed on a roster of suitable candidates (valid for three years) for fixed-term posts, should a suitable opportunity arise. The placement on a roster does not guarantee a future appointment or assignment.

Please note that vacancies in the OSCE are open for competition only amongst nationals of participating States, please see https://www.osce.org/participating-states.

The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization.

Candidates should be aware that OSCE officials shall conduct themselves at all times in a manner befitting the status of an international civil servant. This includes avoiding any action which may adversely reflect on the integrity, independence and impartiality of their position and function as officials of the OSCE. The OSCE is committed to applying the highest ethical standards in carrying out its mandate. For more information on the values set out in OSCE Competency Model, please see https://jobs.osce.org/resources/document/our-competency-model.

Please note that for this position the OSCE does not reimburse expenses such as travel in connection with interviews, tests, visas and relocation.

Please be aware that OSCE appointments are subject to medical clearance.

The mandatory retirement age at the OSCE is 65 years for contracted positions at the general service, professional and director level. The Organization shall apply an age limit of 62 years at the time of appointment as the incumbent selected is normally expected to carry out the contractual obligation of two years.

Please be aware that the OSCE does not request payment at any stage of the application and review process. Additional Information