Computer Information Systems Officer

vor 2 Monaten

Wien, Österreich United Nations Vollzeit

These positions are located in the Solutions Transformation (ST) Team in the Software Products for Member States Unit (SPMS), Digital Transformation and Solutions (DTS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna (UNOV)/ United Nations Office on Drugs and Crime (UNODC), in Vienna (Austria). The incumbents will work under the direct supervision of the Solutions Architect, Software Products for Member States (SPMS), and the overall guidance of the Chief of the Information Technology Service (ITS).

**Responsibilities**:
The incumbents will cater for a selected number of Member States that have complex implementations, advanced engagements with UNODC and specific requirements for the software provided by UNODC. With particular regard to bilateral relations with these countries and within assigned authority, the incumbents will perform the following specific duties:

- Provide substantive support in the management of the implementation of.Net framework-based software and other technical systems and software solutions for Member States.
- Prepare and maintain project management and monitoring overview tools for the implementation in all Member States, including stage, service level, project advancement, cost recovery status and financial aspects.
- Provide requirements management by assisting in identifying, documenting, prioritizing and agreeing on requirements and communicating to relevant stakeholders.
- Review clients' product demands, develop project plans, and ensure implementations are completed on time, within budget and meet client expectations, liaise closely with technical teams.
- Provide Service Level Management of the product and its development, provide project planning, execution and monitoring.
- Provide risk management by measuring or assessing risk and developing strategies for its management.
- Conduct development lifecycle activities for the.Net framework-based software such as managing sprint meetings, if necessary.
- Participate in the management of software configuration by identifying and documenting the scope of the product underway and enabling communication of these to relevant stakeholders.
- Provide substantive support for change management by identifying, documenting, prioritizing and communicating changes to project management scope and communicating them to relevant stakeholders.
- Ensure provision of release management through identification, documentation, prioritization and agreement of software releases and communication with relevant stakeholders.
- Provide substantive support in the ongoing management of all implementations in Member States by monitoring and following-up implementation stages with clients and with project teams, and by keeping track of customer satisfaction.
- Ensure involvement in product demonstrations, scoping of projects and developing proposals.
- Prepare Service Level Agreements (SLAs) and communicate them to clients, prepare project documents, templates and other requirements.
- Conduct business relationship management by ensuring that all services in the SLAs are satisfactorily provided.
- Proactively keep all channels of communication with clients open. Communicate with clients on relevant Virtual Community platforms.
- Undertake social media management and advocacy, including publishing frequent media material, infographics and client outreach content on various platforms including the UN platforms.
- Provide problem management including problem categorization and service levels. Handle client complaints or major incidents effectively. Investigate and solve clients' problems and bring to the attention of the Support Team. Keep accurate records of discussions and correspondence with customers using SPMS project management tools.
- Provide and manage mission planning for training and support missions by trainers and system deployers to Member States.
- Participate in writing reports and papers on systems-related topics, system requirements, information strategy, etc.
- Analyze statistics or other data to determine the level of customer service provided.
- Provide guidance on all steps required for SLAs/cost recovery to be created and finalized, and provide relevant follow-up activities with clients.
- Participate in developing and maintaining project plans, schedules, and budgets. Assure that deviations from project schedule are addressed and communicated, assist in developing timely project status reports, monitoring project risk factors and escalating project issues.
- Collect and analyze data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-driven planning, decision-making, presentation and reporting.
- Provide training or implementation support missions in several regions of the world.
- Provide guidance and training to new/junior staff.
- Perform any other work-related tasks, as required

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