IT Operations Officer

Annual Salary and Benefits – In line with OXFAM values

Internal Job Grade- D1 (One Oxfam grading)

Contract type – 7 Months fixed term contract

Reporting to- OIS Service Delivery Lead

Staff reporting to this post – None

Key relationships/interactions –

• Office of the CIO functions including Enterprise Architecture, Digital Workplace, Business Engagement, Cyber Security, Procurement, technical leads and product owners.
• Global Service Desk Team
• Affiliate IT teams, communities, groups, countries, regions
• Oxfam International business user group for OI IT services
• Internal communications network
• 3rd party vendor and managed service partners, their account management, engineering and service delivery teams

Location – Nairobi/ Oxford/ Brussels

Shaping a stronger Oxfam for people living in poverty.

Team Purpose

The OIS Service Operations team is responsible for the support, operation and maintenance of OIS IT systems and infrastructure, and in the future will provide a significant part of the global IT shared services that are used across all affiliates in the Oxfam Confederation. These include Office365, Dynamics 365, Okta for authentication, Box for file sharing and collaboration, Workplace by Facebook for Social and future global applications.

Key services/technology falling within the team’s remit:

• Oxfam Global Office 365 and Azure services and workloads
• OIS Infrastructure services including but not limited to Active Directory, networking, data protection, back-up and recovery
• OIS Desktop services including but not limited to laptops, printers, mobile devices, client software and user management.

Job Purpose

The IT Operations Officer is part of the OI Service Delivery Operations function and provides efficient first- and second-line solutions to all user requests and service incidents across Oxfam International and ensures the proper function of the organization’s hardware and software. The role includes service line management and reporting, problem and incident management, user liaison, desktop support as well as updating documentation and proposing new standards.

Job Responsibilities

The remit of the Service Desk Officer is to:

• Resolve the incidents and requests raised by Oxfam International staff including the procurement of standard IT solutions.
• Ensure service delivery performance is monitored, reported and meets defined Service Level Objectives
• Contribute to third line escalation procedures and coordination of 4th line support activities
• Perform and propose improvements to routine maintenance activities for OIS and Global Shared Services
• Contribute to the development and maintenance of knowledge artefacts throughout the service delivery life cycle including the definition of Standard Operating Procedures
• Visit occasionally the other OXFAM offices across the global for meetings and on-site activities.

Context and alignment with Shared Service IT operating model

The IT Operations Officer is responsible for:

• Ensuring the correct resolution or escalation of requests and incidents for first through to fourth line support tasks
• Inducting and training users in all existing and new services/technology within the team’s remit
• Meeting SLAs and defined expectations for all OIS and global services and applications
• Definition and maintenance of standard operating procedures for services falling within the team’s remit
• Performs and contributes to design of routine maintenance activities for OIS and Global Shared Services including maintenance of standard procedures, scheduling and coordination of activities, and reporting on outcomes
• Managing the deployment, maintenance, and upgrade, of OIS IT systems, including servers, PCs, operating systems, hardware, software, and peripherals
• Implementation of account and license management procedures, as well as other operational procedures and policies related to maintenance and reporting
• Ensuring relevant IT policies, procedures, and best practices are followed
• Capturing and disseminating learning and knowledge sharing among the GSD members.
• Occasional international travel.

Other

• Eager and required to adhere to Oxfam’s principles and values (click here) as well as the promotion of gender justice and women’s rights (click here).
• Understanding of and commitment to adhere to equity, diversity, gender, child safety and staff health and wellbeing principles.

Job Requirements

Essential

• Significant demonstrable IT experience at an operations role.
• 2 years of support experience in an enterprise IT environment, having performed operational and break/fix activity.
• Proven experience working with and administering Case Management Systems such as ServiceNow
• Proven experience in supporting end users and key stakeholders remotely
• Proven experience administering users in Active Directory and Microsoft Office 365 Exchange
• Ability to coordinate with multiple internal teams and third-party software vendors as needed for resolution of business-impacting problems
• Display effective coordination skills
• Excellent written and spoken English
• Exceed customer expectations
• Clear and concise communication with customers and team
• Excellent prioritization and organizational skills
• Incident and problem management experience
• Ability to work under pressure.

Formal Education & Certification

• Education to degree level in a computing related Certification
• Certifications or demonstrable Tier 2 experience in Microsoft Stack e.g. Active Directory, O365 and Power BI
• Knowledge of or Certifications in ITIL (Foundation, Intermediate), Microsoft Operations Framework.

Required qualifications / experience

• Strong technical knowledge of network and PC operating systems.
• Extensive application support experience with common client applications e.g. Office
• Extensive experience with Service Management Software (e.g. Service Now)
• Experience with cloud-based policy and support software (Microsoft Intune/MDM/Meraki).

Desirable

• Certification or experience supporting ERP & CRM cloud platforms
• Experience administering cloud content platforms such as Box.com
• Experience administering enterprise SaaS services
• Experience with the implementation and administration of Microsoft Skype for Business or Teams
• Experience with PowerShell and PowerCLI scripting
• Fluency in French and or Spanish

Key Attributes:

• Ability to demonstrate sensitivity to cultural differences and gender issues, as well as the commitment to equal opportunities.
• Ability to demonstrate an openness and willingness to learn about the application of gender/gender mainstreaming, women’s rights, and diversity for all aspects of development work.
• Commitment to Oxfam’s safeguarding policies to ensure all people who come into contact with Oxfam are as safe as possible.

Organizational Values:

• Accountability – Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions.
• Empowerment – Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen.
• Inclusiveness – We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.