ICT ASSISTANT (SERVICE LEVELS) (SEAR 2012-32)

27 May 2016
 
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The mission of WHO is the attainment by all peoples of the highest possible level of health.
Vacancy Notice No: SEAR 2012-32
 
Title: ICT Assistant (Service Levels)
 
Grade: G5
 
Contract type: Temporary Appointment under Staff Rule 420.4
 
Duration of contract:  12 months
 
Date: 1 October 2012
 
Application Deadline: 29 October 2012 Vacancy Notice Cancelled
 
Duty Station:  New Delhi, India
 
Organization unit:
World Health Organization, Regional Office for South-East Asia, New Delhi, India (SE/DAF - Director, Administration & Finance)
 
Description of duties:
Under the supervision of ICT Assistant (Project Management and Communications Services), the incumbent will perform the following duties:

1. Maintain an up-to-date catalogue of ICT Services, SLM structure and processes and verify that SLM processes are used correctly. In consultation with Supervisor, establish a Service Review process; plan, organize and facilitate recurring meetings. Conduct regular assessment and reviews of the entire SLM process; and control necessary amendments;

2. Review service level agreements for internal / external services in consultation with respective teams and ensure that necessary terms and conditions are explicitly incorporated in the agreements;

3. Support in negotiating, designing and maintaining Service Level Agreements with internal clients / support teams as well as external services providers, monitoring, assessing performance levels by analyzing and comparing actual performance with pre-defined expectations, ensuring that SLAs are met, determining appropriate actions as per the agreements, and producing meaningful reports;

4. Assist in maintaining regular communications with clients / service providers and sharing performance levels. In case of non-compliance of SLAs, ensure credits with external vendors are timely calculated and issued to WHO;

5. Assist in entrenching a "business and service culture" within IT, designing and implementing appropriate service level improvement programs (SIPs);

6. Support supervisor in the management of IT projects by effectively assisting in gathering projects data to keep the projects status up-to-date, establishing, maintaining, monitoring and reporting the progress of various projects of the unit;

7. Assist in drafting user satisfaction surveys, carry out activities required to issue surveys, gather results and analyzing outcome, review relevance and effectiveness of user satisfaction surveys and recommend improvements;

8. Contribute to preparing and promoting the use of various standard Project Management templates for documentation, communication and presentations. Organize projects information and related material on collaborative workspace; contribute to preparation of required reports and documents relevant to various projects in consultation with the supervisor.

9. Serve as a backup for other team members in Project Management and Communication Services team in their absence. Carry out any other duties relevant to the job, as required by the supervisor.


REQUIRED QUALIFICATIONS
Education:
Secondary School education supplemented by relevant courses in Information Technology.   
Skills:
Functional knowledge & skills:
1. Strong communication skills: oral, written, presentation, facilitation.
2. A good understanding of the organization's IT infrastructure, services provided and customers/users.
3. Technical understanding of ICT services with ability to translate into business concepts.
4. A good understanding of the organization's business and how IT contributes to it ITIL knowledge and skills to apply ITIL best practices.
5. Good knowledge and skills for statistical, numerical and analytical principles and processes.
6. Ability to work under pressure; handle stressful situations, resilience, adapt to change in technology.
7. Relationship management, inter-personal and conflict resolution skills, team building skills

Competencies:
1. Communicating in a credible and effective way
2. Knowing and managing yourself
3. Producing results
4. Moving forward in a changing environment
Experience:
Essential: At least five years of progressively responsible experience in administration of IT services, contracts and service level agreements.

Desirable: Experience in the UN system is desirable.
Languages:
Good knowledge of written and spoken English.
Additional Information:
1. The Vacancy is subject to local recruitment and will be filled by an Indian national residing in the local commuting area.

2. The short-listed candidates will be required to qualify the mandatory entry-level tests (i.e. English Language and Computer Skills).
For English Language test, certificate of examination titled 'BULATS' from the University of Cambridge obtained through the British Council Division of the British High Commission, New Delhi, is considered a pre-requisite by WHO. Interested candidates will have to undertake this test at their own expense. The Computer Skills Test (conducted in-house by WHO) is based on practical knowledge of MS Word, Excel, Powerpoint, Windows XP and Outlook.
Candidates who qualify both the tests will be considered eligible for position related test and interview.
For more details, please contact Personnel Department, World Health Organization, Tel. No. 011-43040208/43040261

Annual salary: (Net of tax)
INR 6,42,840 at single rate

This vacancy notice may be used to fill other similar positions at the same grade level.

A written test and interviews may be used as a form of screening

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.

WHO is committed to workforce diversity.
Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.

Vacancy Notice Cancelled

This vacancy is shown for viewing only. It is not currently open for applications
 
 
WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
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