ICT Officer (Business Relationship Management)

Position Title: ICT Officer (Business Relationship Management)

Duty Station: Geneva, Switzerland

Classification: Professional Staff, Grade P3

Type of Appointment: Fixed term, one year with possibility of extension

Estimated Start Date: As soon as possible

Closing Date: 16 October 2024

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive work environment. Read more about diversity and inclusion at IOM at www.iom.int/diversity.

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process.

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following non-represented member states:

Antigua and Barbuda; Barbados; Comoros; Congo (the); Cook Islands; Guinea-Bissau; Holy See; Iceland; Kiribati; Lao People’s Democratic Republic (the); Madagascar; Marshall Islands; Micronesia (Federated States of); Namibia; Nauru; Palau; Saint Kitts and Nevis; Saint Lucia; Samoa; Sao Tome and Principe; Solomon Islands; Suriname; The Bahamas; Tonga; Tuvalu; Vanuatu

Second tier candidates include:

All external candidates, except candidates from non-represented member states.

Context:

The Information and Communications Technology (ICT) Department partners with programmes and stakeholders to support, enable and facilitate delivery of the IOM mandate through use of technology and innovative solutions. The Business Relationship Management unit is responsible for shaping business demand into ICT supply.

Under the overall supervision of the Senior ICT Officer (Strategy, Risk Management and Governance) and the direct supervision of the Senior ICT Officer – Business Relationship Management and. The ICT Officer (Business Relationship Management) will work closely with various business stakeholders to shape business requirements. This work will be carried out in close collaboration with ICT and external stakeholders into ICT innovation initiatives that positively impact the lives of migrants.

Core Functions / Responsibilities:

1. Build strong, collaborative relationships with business clients.
2. Build strong, collaborative relationships with IT service owners.
3. Own the relationship between the BRM function and partners to stimulate, surface and shape demand.
4. Engage business clients to understand requirements, pain points, challenges and business needs, along with the broader context in which value will be delivered.
5. Define value-driven solutions, fit-for-purpose, In collaboration with both business clients andIT service owners, challenging stakeholders throughout the process.
6. Evaluate the feasibility, viability and scalability of new solutions.
7. Optimise use of existing solutions and develop new solutions, with a view of wider application throughout the organization.
8. Establish clear, measurable goals and success criteria for the solution, aligned with business client and organization’s strategy, ensuring delivery of ROI.
9. Collaborate with key stakeholders to promote user adoption of solutions and successfully manage change implementation.
10. Enable continuous iteration, testing and improvement of the solution.
11. Implement analytics and feedback loops using data-driven insights to monitor solution performance post-launch and iteratively improve based on feedback.
12. Track client satisfaction with services provided.
13. Champion a culture of shared ownership and constant organizational evolution.
14. Communicate with business stakeholders to do the following:

• Build trust in ICT’s capabilities and promote the value of ICT’s role in support of the wider organization’s strategy and objectives.
• Provide appropriate updates to all stakeholders, including senior ICT management, on value of new solutions.
• Ensure that effective communication occurs related to service delivery and project delivery(e.g. planned downtime, changes, open tickets).
• Manage expectations of multiple business stakeholders.
• Provide a clear point of contact within IT for each business stakeholder.
• Act as a bridge between IT and business.

15. Perform other duties that may be assigned.

Required Qualifications and Experience:

Education

• Master’s degree in computer science or a related field from an accredited academic institution with five years of relevant professional experience; or,
• University degree in the above fields with seven years of relevant professional experience.

Experience

• Significant experience working in a large, complex, and customer-focused service delivery environment, in support of business strategy;
• Experience facilitating change management involving business processes and organisational change;
• Proven experience facilitating identification of creative solutions; and,
• Proven experience conducting business analysis and soliciting, understanding, and verifying business requirements.

Skills

• Stakeholder Management & Relationship Building;
• Excellent understanding of one or more business areas and a comprehensive understanding of the IT organisation;
• IT Strategy & Business Alignment;
• Demonstrated knowledge of core business processes and operations;
• Demonstrated knowledge of strategic use of technology to optimise business objectives;
• Understand and able to communicate core concepts and lifecycle of IT lines of service (e.g., hardware, software, security, project management);
• Understand and able to communicate complex business requirements to the technology teams;
• Understand and able to communicate technology fundamentals to business teams;
• Able to communicate up and down the management chain, providing the appropriate message to the audience;
• Good knowledge of IT management function;
• Ability to articulate ideas to all stakeholders;
• Knowledge in Microsoft Power Platform is an advantage;
• Good organization and problem-solving skills; analytical and creative thinking; and,• Proven ability to manage multiple projects and priorities simultaneously.

Languages

IOM’s official languages are English, French, and Spanish. All staff members are required to be fluent in one of the three languages.

For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Notes

Accredited Universities are the ones listed in the UNESCO World Higher Education Database (https://whed.net/home.php).

Required Competencies:

Values – all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

IOM’s competency framework can be found at this link.

https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.pdf

Competencies will be assessed during a competency-based interview.

Other:

Internationally recruited professional staff are required to be mobile.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and background verification and security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.