The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Purpose of the Position:

The Enterprise Service Management Unit Coordinator oversees the day-to-day operations and coordinates the work of the DDES team that assists with the design, delivery and support of ServiceNow services and related solutions

Objectives of the Programme:

The objective of the Centre is to provide trusted ICT services and digital business solutions to its Clients and Partner Organizations.

Main duties and responsibilities:

The incumbent will work under the direct supervision and guidance of the Head of Enterprise Solutions Section (DDE) within the Digital Delivery Division (DD). The Enterprise Service Management Unit Coordinator will oversee the day-to-day operations and coordinate the work of the DDES team, which assists with the design, delivery and support of ServiceNow services and related solutions. The incumbent could be requested to do any other tasks of similar level in related fields.

The incumbent will perform the following tasks:

• In close collaboration with the Head of Section, manage and supervise a team of ServiceNow support specialists, providing guidance, coaching and performance feedback
• Under guidance, propose, develop and implement best practices for ServiceNow support, ensuring high-quality service delivery to our clients
• Ensure that all processes operated by the Unit are in line with agreed standards and that agreed metrics are in place and reported regularly and accurately
• Coordinate with other teams and departments to ensure seamless integration
• In close collaboration with the Head of Section, monitor project planning, resource allocation, and timeline management to ensure timely and efficient completion of client projects
• Monitor team performance and productivity, identifying areas for improvement and implementing solutions
• Provide hands-on support and troubleshooting for complex ServiceNow issues, as needed
• Maintain up-to-date knowledge of ServiceNow roadmap, features, functionalities, and best practices, ensuring the team is well-prepared to address client needs
• Maintain strong relationships with clients, addressing their concerns and ensuring their satisfaction with our services
• Assist in the hiring, onboarding, and training of new team members
• Conduct regular team meetings to discuss progress, challenges, and opportunities for improvement

Experience and Skills required:

Essential:

• Five (5) or more years of professional experience in delivering IT solutions, including experience in a multi-cultural and global international environment
• Good knowledge and experience of ServiceNow
• Commitment to providing excellent customer service and passion for continuous improvement
• Ability to plan and manage projects, aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains
• Excellent problem-solving and analytical skills
• Practical experience managing multiple projects and geographically spread teams
• Experience in supervising technical teams

Desirable:

• Experience in Global Business Delivery & Roll-out, Program Management, Planning, & Technology Management with focus on the ServiceNow platform and associated technologies

Education*:

Essential:

• First university degree in Computer Science or a related technical field
• ServiceNow technical certification

Desirable:

• Advanced university degree in Computer Science or a related technical field
• Project Management related certifications
• ITIL Certification

Languages:

• English: Expert knowledge is required
• Spanish or Italian:  Beginner knowledge is desirable

Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Creating an empowering and motivating environment: Guides and motivates staff towards meeting challenges and achieving objectives. Promotes ownership and responsibility for desired outcomes at all levels.
• Setting an example: Acts within UNICC’s / WHO’s professional, ethical and legal boundaries and encourages others to adhere to these. Behaves consistently in accordance with clear personal ethics and values.
• Ensuring effective use of resources: Identifies priorities in accordance with UNICC’s strategic directions. Develops and implements action plans, organizes the necessary resources and monitors outcomes.

Eligibility:

This vacancy notice is open only to internal candidates

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Brindisi, (Italy) including post adjustment (29,8% on March 2024): US$ 81,374
• Valencia, (Spain) including post adjustment (36,7% on March 2024): US$ 85,699

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 7 April 2024.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
  Only short-listed candidates will be contacted
  Though you may not be selected for this advertised position, the UNICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position* For UNICC staff members who do not meet the minimum educational qualifications, please refer to the applicable WHO e-Manual Annex 6 – Guidelines on Standard Minimum Experience Exposure and Education Requirements

* For UNICC staff members who do not meet the minimum educational qualifications, please refer to the applicable WHO e-Manual Annex 6 – Guidelines on Standard Minimum Experience Exposure and Education Requirements

Please inform us should you require any specific accommodation to facilitate your application

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For applications to be valid, they must contain a motivation letter and the filled Personal History Form.