Technical Support and Training Coordinator

Background Information – Job-specific

UN-OCHA is currently looking to hire a person to support in field and HQ requirements in managing the end users of its Grant Management system application. The person must demonstrate skills in training and understanding the system and CBPF business modalities. The person is expected to manage key activities and monitor the issue tracking system to consolidate all the feedback and tickets created by system users. Ability to liaise with internal and external stakeholders in facilitating efficient and effective post-release activities of the system.

Functional Responsibilities

This incumbent of this position will work closely with the Grant Management system (GMS) unit team lead in handling daily tasks of Grant Management system for Country Based Pooled funds.

The responsibilities include:

• Provide online consultation and support to all the GMS users in field and HQ. Monitor the support mailbox to ensure all the mails are responded and resolved with minimum time delays.
• Using the knowledge of country-based pooled fund allocation process provide support to the field users in addressing the queries from GMS system.
• Analyze the work process and coordinate with the development team in our Agile Software Development (Scrum) process.
• Evaluate and capture enhancements with new requirements from field Humanitarian funding teams to existing GMS product.
• In coordination with the technical team, provide the preparation of information technology manuals and documentation.
• Develop functional designs, analyze and translate requirements into use cases for the development team. Also, closely involve in User acceptance testing to ensure the delivered new modules are properly tested and bug-free.
• Regularly conduct trainings for business users and GMS end users on existing and newly developed modules.
• Build wireframes to provide clear understanding to OCHA team on the new modules and UI for quick decision making.
• Keep the GMS user portal updated and improve the content with video tutorials as and when required.

Education/Experience/Language requirements

* CANDIDATES WITH NO UNITED NATIONS OR UNOPS EXPERIENCE ARE STRONGLY ENCOURAGED TO APPLY*

Education

• First level university degree (Bachelor’s degree or equivalent) preferably in computer science, commerce, information systems, finance and/or management science is required;
• Advanced university degree (Master’s Degree or equivalent) is desirable and may substitute for some of the required years of experience.

Work Experience

• Two (2) years of increasingly diverse or complex experience in System technical support and project management is required.

Language

• Fluency in English (read, write and speak) is required
• Fluency in French (read, write and speak) is required
• Knowledge in Arabic is desirable