Internal Vacancy Announcement
Applications Support Officer, Grade 15,
HQ Amman
Vacancy Announcement Number 19-AR-AM-39
Deadline for Applications 22 May 2019
Contract Status
Duration
Option One:
Fixed-Term Appointment for (applies to internal
candidates on Fixed-Term contract only)
3 years including 1 year probation period, with the
possibility of further extension, subject to the availability
of funds, satisfactory performance and continuing need.
Department Information Management
UNRWA is committed to achieving gender parity at all levels of staffing under the
current UN-wide gender agenda and strongly encourages applications from qualified
women.
UNRWA welcomes applications from qualified candidates with disabilities.
UNRWA, the largest United Nations operation in the Middle East with over 30,000 staff working
across five areas of operation, is looking for highly committed professionals wishing to make a
change.
We are building a SMART Enterprise that partners with the business to benefit the
Palestine refugees
The Information Management Department (IMD) is a strategic enabler of UNRWA’s
programmes in Jordan, Lebanon, Syria, West Bank and Gaza. With over 35,000 staff members
serving over 5 million Palestine refugees, the Agency’s programmes deliver direct services to
the refugees in the areas of education, health, relief and social service, infrastructure and
camp improvement, and microfinance services. IMD is always at the forefront when it comes to
introducing innovative business solutions that impact the organization’s overall value chain
even as it embarks towards a future ready state that is defined by the SMART Enterprise
Strategic Framework.
Do you want to make a lasting difference?
If you are passionate about making a lasting difference for Palestine refugees we would like to
hear from you. In this role, the incumbent is responsible to the Head, Service Delivery Section
within the Information Management Department (IMD) and play a key role in the overall IT
service delivery and support activities across UNRWA’s field/HQ locations.
The main responsibilities include:
Overseeing and managing the Applications Support service desk function;
- Acting as a focal point for enterprise Application Systems end-user support services;
- Coordinating provision of end-user second line applications support services;
- Maintaining expert knowledge in the functionality of Enterprise application systems;
- In coordination with relevant staff in Information Management Division, planning,
documenting and implementing enterprise application systems support process and
procedures for the use of existing and new enterprise application systems including the
business processes for using the applications;
- Supervising and monitoring the support operations and performance and initiating
necessary actions to enhance performance;
- Providing technical guidance, instructions, training, support and documentation for use
by Applications Support service desk staff;
Performing proactive analyses of user needs, escalation process efficiency and potential
application systems enhancements to ensure user satisfaction; developing and maintaining
relationships with customers at all levels; conducting periodic evaluations on the efficiency
and effectiveness of applications support operations, drawing conclusions and reporting on
findings and recommendations;
Ensuring all requests and incidents are captured and logged on the service desk tool,
escalated and/or resolved within agreed resolution parameters;
Ensuring identified enterprise application systems bugs, defects, issues and problems are
logged and reported. Ensuring that Knowledge Base is continuously updated and shared;
Participating in the selection and implementation of service desk software;
Taking part in the creation and provision of inputs for Service Level Agreements (SLAs)
with user departments;
Coordinating applications training activities with user departments and serving in subproject teams to plan and organize training and other user support activities; delivering
end-user formal training on enterprise application systems as necessary.
Additional information
The incumbent will be required to work beyond normal duty hours and on call basis.
Conditions of service
Monthly basic salary JD 927.30 plus special occupation allowance of 27.25% of the
basic salary. Other benefits include monthly Provident Fund contribution (15% of basic salary
paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency
allowance (if applicable).
To qualify for this position, you will need:
Education An university degree from an accredited educational institution in
computer science or information systems;
ITIL service management certification preferably at practitioner level;
Work
experience
Five years of relevant experience in service management related to
application systems support, of which two years in a supervisory position;
Knowledge and experience with a variety of business application systems,
desktop software tools, service desk tools;
Language(s) Very good command of written and spoken English.
Desirable qualifications:
Project management training preferably with practitioner certification;
Knowledge of UNRWA’s operations and computer facilities environment.
You will also need to demonstrate the following competencies:
UN Core Values of Professionalism, Integrity and Respect for Diversity and Core
Competencies of Communication, Working with People and Drive for Results apply by
default.
Strong supervisory skills;
Service oriented and ability to establish and maintain effective working relations;
Commitment to continuous learning, willingness to learn new business applications and
processes;
Problem solving skills;
Ability to work under stress;
Ability to plan and organize the ongoing assignments;
Strong communication and customer service skills.
For guidance on how to prepare for competency-based interviews:
https://careers.un.org/lbw/home.aspx?viewtype=AYI
How to apply
Applicants are required to register at http://jobs.unrwa.org by creating a personal profile and
completing an UNRWA Personal History Form. Please note that UNRWA only accepts degrees
from accredited educational institutions. Only applications received through
http://jobs.unrwa.org will be considered. Due to the large number of applications received,
only applicants short-listed for interview will be contacted via e-mail only. Please ensure that
the e-mail address indicated in your Personal History Profile is accurate.
Date of issue: 9 May 2019/RJ