Head, Enterprise Business Solutions Section, P-4, HQ Amman, Jordan

Org. Setting and Reporting
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 personnel wishing to
make a change.
If you are looking for a rewarding opportunity to make a tangible difference for one of the
most vulnerable communities in the world, UNRWA would like to hear from you.
Under the direct supervision of the Chief, Business Engagement Division, the Head,
Enterprise Business Solutions Section, plays a strategic role in liaising between the
Information Management and Technology Department (IMTD) and UNRWA functional
Departments and Field Offices in relation to ensuring sound business and technology
management practices and supporting business transformation by enabling new capabilities.
The Head ensures Product Line Teams deliver services with an enablement and business
value-centric mindset, working closely with business partners to understand their
requirements and ensure alignment between their plans/operations and information
technology initiatives. The Head leads Product Line Managers who are accountable for
respective product line strategy, design, development, enhancement delivery, and cost, and
s/he contributes to the associated processes of change management, quality assurance, and
verification of benefit delivery and realization. The Head is also the custodian (product
owner) of an Agency-wide ERP System.
Responsibilities
– Manages the identification, analysis and documentation of business needs related to process
improvement, process automation and data management through working closely with
customers to understand their business needs and through the study and assessment of best
practices, processes, standard operating procedures, organizational change initiatives and
Departmental/Field plans.
– Manages and contributes to the translation of the above analysis and assessment into
user/system requirements and solution conceptualizations; develops tangible/specific project
documents; and plans and manages projects for creating new business solutions or amending
existing applications to fulfil customer requirements and needs and to deliver anticipated
benefits.
– Works, coordinates and liaises closely with customers, other Information Management and
Technology Department (IMTD) divisions, sections, and units, external vendors and other
stakeholders to develop and deliver long-term strategy and technology roadmaps for Product
Lines and associated project and product management undertakings; ensures compliance with
developed applications to high-quality standards and transition of developed solutions to
operations; helps in the associated change management process; and provides strong user
support meeting service level agreements.
– Supports the Chief, Business Engagement Division in leading IT customer relationship
management; maintains strong relationships with customers (i.e., program and support
department heads) to identify business solutions development and enhancement opportunities;
keeps abreast of recent relevant technologies and trends; provides professional advice to
customers; and conducts reviews with customers periodically to address customers
issues/concerns with present solutions in an accurate and timely manner.
– Participates in the formulation of IMTD strategies, plans, policies and standards. In close
collaboration with the Enterprise Architecture and Business Intelligence Unit and other IMTD
functional units, contributes to the definition of UNRWA’s Enterprise IT Architecture in
terms of business, application, data and technology layers and the formulation of plans for its
implementation.
– Acts as the custodian/product owner of an ERP System. Manages the development, strategic
expansion and leverage of the ERP portfolio of the Agency; works closely with the
architecture team, operations team and the ERP vendor to define and prioritize product
development plans; coordinates and manages ERP support; in conjunction with Product Line
Managers and Business Analysts, coordinates testing efforts and facilitates testing of major
system upgrades; seeks input from and coordinates system improvements with a diverse user
community and serves as a liaison with decentralized users; works with the Enterprise
Architect to do market research in new versions of the existing ERP solution and new ERP
systems and proposes a roadmap for the Agency ERP solution.
Competencies
UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core
Competencies of Communication, Working with People and Drive for Results apply by
default.
Leading and Supervising
Adapting and Responding to Change
Planning and Organizing
Delivering Results
Engaging and Nurturing
For guidance on how to prepare for competency-based interviews: https://careers.un.
org/lbw/home.aspx?viewtype=AYI
Education
Advanced university degree from an accredited educational institution in information systems
management, computer science or other related disciplines.
Job Specific Qualifications
Project management certification (PMP, PRINCE2), ITIL certification is required.
Additional certification/knowledge in Business Analysis (CCBA, CBAP), IT
Governance/Management (COBIT5), and/or Product Management is desirable.
Work Experience
A minimum of eight years of progressively responsible and relevant professional experience
in the implementation and management of application systems in public or private sector and
leading high-performing teams is required.
Four years of relevant work experience in roles related to stakeholder management, product
management, requirements and process analysis, organizational change management and
quality management, is required.
Unless already serving as an international staff member in the UN Common System, a
candidate for an international post must have at least two continuous years of relevant
international experience outside UNRWA, and outside the country(s) of which the candidate
is a national or holds citizenship, a passport, or a national identity number, is required.
Work experience in modern application development platforms in large implementations in
public or semi-public organizations, is required.
Work experience in ERP systems management and support, is required.
Experience in System Development Lifecycle (SDLC) methodologies is required.
Experience managing external IT service providers is required.
Experience in using Agile development methodologies is required.
Work experience in delivering SaaS solutions, and work experience with public sector
(education, health, registration, and social services management systems), are desirable.
Knowledge of the mandate and mission of UNRWA as well as the cultural, political and
social environment in which it operates, and work experience in an international context, are
desirable.
Languages
Excellent command of spoken and written English.
Assessment
Evaluation of qualified candidates may include an assessment exercise which may be
followed by competency-based interview.
Special Notice
Type of Contract and duration: 2 years, with the possibility of further extension.
The Head, Enterprise Business Solutions Section will be required to travel throughout the
Agency’s area of operations in the Middle East.
Applicants have to complete the Personal History Profile (PHP) in inspira in order to be
considered. The PHP should be completed with full relevant work experience as per the
requirements in the Job Opening, in order to be considered.
UNRWA welcomes applications from qualified candidates with disabilities.
A roster may be created from the selection exercise, and successful candidates may become
eligible for a temporary appointment to the same post or a similar post.
Equivalency:
A first level university degree in combination with two additional years of qualifying
experience may be accepted in lieu of an advanced university degree.
NB: work experience alone or formal qualifications with no relevant work experience are not
considered an acceptable combination.
UNRWA is funded almost entirely by voluntary contributions from UN member states,
regional bodies, business foundations and individual contributions. The mission of UNRWA
is to help Palestine refugees achieve their full potential in human development under the
difficult circumstances in which they live.
For more details on UNRWA, please visit: https://www.unrwa.org/