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:

To provide functional release coordination and support for the implementation and ongoing maintenance of the digital 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 IT Application Development Officer (Transition and Release) within the Digital Business Solutions Section (DDD) and in close collaboration with other DDD teams. The incumbent could be requested to do any others tasks of similar level in related fields.

• Record and detail user’s feedback, coordinate with the development team the required actions
• Collaborate on the quality reviews performing functional and usability tests
• Provide support in the delivery product increments process with the product owner
• Prepare and facilitate the execution of User Acceptance Test activities
• Track and collaborate on the product release and deployment activities
• Communicate maintenance windows, release notes and liaise with users and stakeholders about known issues, workarounds, and resolutions
• Monitor and participate in the response on the feedback channels (ie CRM, e-mail, etc.)
• Provide 1st and under guidance 2nd level support using SOP(s), release previews, and dedicated assistance on application functionalities to end users
• Update and maintain user’s manuals and product documentation
• Provide other ad hoc support either within the team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full time basis upon request from the senior management

Experience and Skills required:

Essential:

• At least five (5) years of experience in customer relationship management and customer support services. A completed university degree from an accredited institution will be counted towards the minimum work experience requirements
• Experience in capturing user requirements and functional needs of digital solutions
• Experience in using ALM tools such as Atlassian Jira and Confluence
• Experience in writing technical documentation and user manuals

 Desirable:

• Experience in performing database queries, data extracts and imports
• Agile or SCRUM master work experience
• Knowledge of Service Management and ITIL process

Education:

Essential:

• Graduation from secondary school supplemented by training in IT

Desirable:

• IT diploma
• Certifications in areas of Application development, tools and frameworks
• ITIL Foundation or intermediate certifications

Languages:

• English: Expert knowledge is required
• French or Italian or Spanish: Intermediate knowledge is desirable

UNICC 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.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Moving forward in a changing environment: Is open to and proposes new approaches and ideas. Adapts and responds positively to change.

Eligibility:

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Compensation:

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

• Brindisi: EUR 31,065

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 11 February 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

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.