Under direct supervision by the Vision Specialist, contributes to the VISION User Support model. Provide assistance to the VISION Specialist (subject matter expert) and offices in the region, particularly focusing on administrative or transactional level programme and operations issues, helping to ensure that VISION related business queries are responded to in a timely manner and feedback from users is adequately channeled to the VISION team and Business Process Owners.
Qualification:
University degree in Social Sciences, International Relations, Development, Business Administration or Information Technology or related fields.
Two years of progressively responsible experience. Practical experience in providing technical and business Customer Support and Services is desirable.
Fluency in English (excellent writing and speaking skills). Knowledge of Arabic, Kiswahili and/or other regional languages is an asset.
Key Expected Results:
Prior to VISION GO-LIVE (September through December 2011) Participate in Global Train-the-Trainer in September, regional training workshops in October and country office training in November and December 2011. Help review instructor led and e-learning training material to help identify correct procedures and solutions for improvements. Perform training exercises and other transaction in VISION Practice System to further build knowledge of SAP.
Post VISION GO-LIVE (January through December 2012) Respond immediately to and resolve business and system process related queries made by staff members in Country Offices under their coverage using the Global Help Desk software and log queries received by phone. Escalate queries to HQ based Business Process Owners when issues cannot be answered at the country or regional levels. Help Regional Offices operationalize continuous VISION and business process training throughout the region. Assist in preparing, updating and organizing documentation and data to support continuing end-user VISION training at country level when needed. Support the Global Help Desk in producing knowledge database of Frequently Asked Questions, and produce statistics on VISION user queries for knowledge base and training purposes. Help analyze data to assess and identify user capacity weaknesses at country level and propose regional and global solutions to remediate. Help identify potential improvements to training materials and delivery approaches.
Competencies:
Communicates effectively.
Sets high levels of quality and productivity for self.
Able to work effectively in a multi-cultural environment.
Accepts changes in circumstances when presented with them.
Analyzes and integrates verbal, numerical and other types of data.
Demonstrates and shares detailed technical knowledge and expertise.
Ensures that team or department follows relevant company policies and procedures.
Sets clearly defined objectives and plans activities for self, own team or department.
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organisation. If you want a challenging career while improving the lives of children around the world UNICEF, the leading children’s rights organization, would like to hear from you.
Visit us at www.unicef.org/about/employ to register in our new e-Recruitment system and apply to this and other vacancies, quoting E-VN-2011-000789. Applications must be received by 9 June 2011. Please note that only candidates who are under serious consideration will be contacted.
In the selection of its staff, UNICEF is committed to gender balance and diversity without distinction as to race, sex or religion, and without discrimination of persons with disabilities: well qualified candidates are strongly encouraged to apply.
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