Switzerland: Digital Services Process Consultant

Organization: UN Office for the Coordination of Humanitarian Affairs
Country: Switzerland, United States of America
Closing date: 27 Nov 2014

BACKGROUND

Corporate Information Services (CIS), is an arm of the Information Services Branch of OCHA, with offices in New York and Geneva and serving clients in 30+ country offices. CIS is currently seeking a Digital Services Process Consultant to work closely with CIS to assist in the transition from delivering traditional ICT help desk services to delivering direct and remote support for OHCA’s key strategic and operational information products. The Digital Services Process Consultant will provide the guidance and tools to assist the CIS Client Services Team and the Chief, CIS in this transition. The consultant will focus on the people side of change – including changes to business processes, job roles and team structure.

The consultant will work in New York, Geneva and virtually as dictated by the overall plan. The consultant will report to the Chief of CIS. The position is anticipated to be approximately six months in duration.

DELIVERABLES

The Digital Services Process Consultant will work closely with the CIS Chief and Client Services Team. The first element will be to establish a shared vision with the team, product owners and stakeholders on the product support services to be provided and performance metrics for the transitioned team. Additional deliverables include:

• Development and implementation of key performance indicators for ICT helpdesk services to be outsourced
• Team member assessments of current work style strengths and knowledge of information products
• Design and delivery of individualized plans to leverage professional strengths and address knowledge gaps
• Development of a product services catalog that defines the new product support services
• Development and implementation of key performance indicators for new product support services
• Development and implementation of a communications plan to ensure OCHA staff and stakeholders are informed of the purpose and impact of the transition and new product support services.

REQUIREMENTS

• Experience with enterprise systems development, implementation and support
• Experience coaching, training and managing change for decentralized technology teams
• Experience with process design work for complex, global organizations/corporations
• Certified in appropriate assessment tools to gauge and enhance team dynamics and success
• Creativity, initiative, follow-through, attention to detail and on time delivery of deliverables
• Ability to work independently, communicate well, and present professionally in-person, on the phone and through web-based tools

COMPETENCIES

Professionalism:Has knowledge of systems design, development, management, implementation and maintenance of complex information and communications systems and technology. Is able to develop and oversee large centralized or decentralized institutional systems; has conceptual and strategic analytical capacity to understand information system and business operational issues so as to thoroughly analyze and evaluate critical systems matters. Is able to integrate knowledge with broader strategic and operational objectives. Is able to advise senior management on change management issues and approaches. Is able to produce reports and presentations on change management and technical issues and to review and edit the work of others. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work

Planning and Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

Client Orientation:Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

How to apply:

If you or someone you know is interested please contact zorrillam@un.org.