The ITT department's main objective is to provide high quality and cost effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all. The objective of the Corporate Management Systems (CMS) team is to provide application management support, ongoing maintenance and evolution of the corporate portfolio of products. Under the Supervision of the Team Lead (Applications Support), CMS, the incumbent is responsible for GSM (Oracle ERP) Functional/Technical Support and Maintenance. The incumbent will work closely with the various business teams in both Kuala Lumpur and Geneva; and Regional Offices. The incumbent will manage a small team of direct reports; and work closely with the Release Administrator to ensure smooth implementation of changes. The incumbent will be responsible for fostering a partnership with the system support vendor, hosting support vendor and driving delivery of services and compliance to expectations. The incumbent will be required to work in shifts to support time zone differences. | |
Description of duties: Promote, encourage and adopt GSM out-of-the-box (standard product) functionality Manage and collaborate with third party suppliers (primarily support vendor) and ensure that their performance and provision of services and quality is in line with expectations and enables us to meet or exceed service levels Customer Relationship Management and Service Reviews - build services relationship with functional focal points, conduct/attend service reviews, and monitor support team (internal and outsourced) performance, service improvements, quality and processes. Manage critical customer incidents, associated customer communication, activities and any appropriate escalations. Responsible for making sure that working practices and processes exist, are robust, where ever possible are standardized and repeatable, continually improve, and support the team day to day activities. Service Desk Incident Logging System (Siebel) - identify and collaborate with Siebel support team / Service Desk to implement improvements and provide a more effective and efficient service to customers. Lead and line manage the Support team to ensure team and individual performance levels meet client needs consistently. Ensure the effective and efficient assimilation of new features/functionality to the Support team from the point of go-live. Ensure compliance with all audit and security requirements and management of audit queries. Work effectively with Release Administrator on business application system maintenance and downtime, activity scheduling, etc.... and ensure adherence to Release & Change Management Processes Coordinate, support and participate in testing and resolution of any issues or problems Ensure ongoing communication and reporting to supervisor, functional department focal points, and relevant stakeholders. Perform other duties as required by the supervisor | |
REQUIRED QUALIFICATIONS | |
Education: Essential First level degree in computer science, engineering, or information management or related discipline. Desirable ITIL formal accreditation. Oracle related certification / courses. | |
Skills: Specialist skills in Oracle Financials/Programme Management, Procurement, HCM/Payroll related modules. Familiarity with Business Intelligence solutions, ability to create Oracle Discoverer reports. Familiarity with PL/SQL language. Analysis and troubleshooting skills, with aptitude/sound judgment for creative problem solving. Quality focused with excellent attention to detail. Capable of prioritizing own workload in a high pressure and time constrained environment. Customer focused with excellent oral and written communication skills. Positive attitude to learn new skills and adapt to newer technologies. Knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Project, and Outlook | |
Experience: Essential Minimum 5 years IT Support related experience, preferably in the domain of Oracle ERP E-Business Suite applications. Experience and understanding of Oracle Application Implementation Methodology (A.I.M.) Proven cross-functional experience in Oracle E-Business Suite modules. Great Communication skills at all levels and experience in working on different clients sites offering leadership to multiple teams Experience leading and managing teams of onsite, remote and offshore support specialists Demonstrable awareness/understanding and practice of the ITIL framework. Desirable Release 12 Oracle E-Business knowledge Knowledge of WHO-specific GSM customizations Experience in WHO rules and procedures Experience in WHO computing environment Experience in working in a multicultural team, supporting a global user base and working with outsourced service providers. | |
Languages: Expert knowledge of English both written and spoken. Knowledge of other official WHO language(s) would be an advantage. | |
Additional Information: Only candidates under serious consideration will be contacted. This vacancy is open to Malaysian nationals only. | |
Annual salary: (Net of tax) MYR127,745 exempt of tax at single rate | |
Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures. | |
All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement. | |
IT Lead (Applications Support) Grade: NO-C
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