Information Technology Officer (Digital Solutions, CRM)

IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device The length of appointment for internal FAO candidates will be established in accordance with applicable policies pertaining to the extension of appointments. _____________________________________________________________________________________________________ • FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture • Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply • Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values • FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination • All selected candidates will undergo rigorous reference and background checks • All applications will be treated with the strictest confidentiality • FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization. FAO’s commitment to environmental sustainability is integral to our strategic objectives and operations. The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind. Organizational Setting The Digital FAO and Agro-Informatics Division (CSI) is responsible for all Information Technology (IT) activities within the Organization. CSI defines FAO Information Technology (IT) policies, strategy, IT architecture and standards and is responsible for the provision of digital products and services utilized to deliver the mandate of the Organization and support its operations worldwide. CSI manages and supports a set of corporate digital products and services which collectively comprise the FAO Digital Workplace utilized by personnel across the Organization worldwide to access and utilize Organizational digital resources and data in order to perform their work regardless of location or time zone in a secure manner. The position is located in the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters in Rome, Italy. Reporting Lines The Information Technology Officer reports to the Senior Information Technology Officer (Digital Solutions), works under the overall guidance of the Director (CSI) and in close collaboration with the assigned CSI Team. Technical Focus Providing expertise for implementation or evolution of key digital solutions, including business changes and technology/infrastructure upgrades. Ensuring timely delivery, support, continuous improvement and adherence to best practice technical and security standards. This primarily refers to FAO Customer Relationship Management (CRM) platform and technologies and key processes in the domains of partnerships, programme planning and communications. Key Results Planning, management and delivery of digital services and technology solutions to ensure reliable and effective support to Organization's requirements. Key Functions • Manages the assigned programme of work, ensuring that it is consistent with the overall strategic vision and enterprise architecture, and that it meets the Organization and CSI’s priorities. • Addresses and resolves issues resulting from programme of work interdependencies/gaps, as needed. • Represents CSI Division in stakeholder discussions, representing divisional interests in the areas of direct responsibility. • Negotiates contractual and service agreements for provision of digital products and/or services. • Promotes and implements service improvement programmes and initiatives to ensure the Division is well placed to meet dynamic business needs. • Monitors, audits and reports on service performance to foresee, identify and address areas of risk, and ensures compliance with agreed service level expectations. • Manages the assigned IT solutions and services life cycle from initial analysis of business needs to delivery and on-going support and maintenance in line with organizational and CSI Division policies, standards, and procedures. • Manages the assigned financial and human resources. • Identifies, assesses and manages risks, proposing mitigation activities as required. • Promotes cross-functional information sharing and collaboration by working with other teams within CSI division and business teams within the organization. • Identifies resource requirements, develops budgets and work plans, and advocates for additional human resources. • Coordinates and ensures initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization's daily operations. • Performs other duties as required. Specific Functions • Coordinates teams in ensuring efficient maintenance and support of FAO's CRM environment. • Leads continuous improvements of FAO's CRM environment in cooperation with key stakeholders, ensuring that it meets business requirements, while at the same time ensuring that technical teams follow adequate technical standards in delivering changes and new functionalities. • Coordinates teams in delivering solutions on Salesforce and Service Now platforms. • Identifies security risks and in cooperation with FAO CSI Security team and ensures that remediation actions and controls are adequately implemented. • Maintains the relevant Business Continuity Plans (BCP) in consultation with all the stakeholders. • Ensures the change management and release management processes are strictly followed. ______________________________________________________________________________________________________ CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING Minimum Requirements • Advanced university degree (Master's degree or equivalent) in computer science, information technology, information systems, software engineering, electric or electronic engineering, mathematics, statistics, business management or a related field. • Seven years of relevant experience in managing teams, information technology and business processes in domain of Customer Relationship Platform (CRM), preferably based on Salesforce. • Working knowledge (full proficiency - level C) of English and intermediate knowledge (intermediate proficiency - level B) of another official FAO language (Arabic, Chinese, French, Russian or Spanish). Competencies • Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement Technical/Functional Skills • Work experience in more than one location or area of work, particularly in field positions. • Extent and relevance of experience in managing large scale CRM environments, preferably in a public sector or international organization. • Extent and relevance of experience in business process automation and Partnership Engagement processes and technology, using CRM (Salesforce or similar). • Experience with ERP (such as Oracle), Analytics (OAC, Tableau) and ServiceNow is an asset. • Extent and relevance of experience in managing highly skilled teams in a hybrid cross-platform environment. • Extent and relevance of experience in managing business stakeholders and technology partners. • Extent and relevance of experience with providing services to clients. • Knowledge and certification of ITIL (Information Technology Infrastructure Library) is an asset. • Demonstrated experience in drafting reports and documents in the required languages. • Work experience in more than one location or area of work, particularly in field positions. • Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset. _________________________________________________________________ FAO staff are expected to adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency. _________________________________________________________________ GENERAL INFORMATION • Extension of fixed term appointments is based on certification of performance and availability of funds • FAO reserves the right not to make an appointment. • Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. CONDITIONS OF SERVICE A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, click on the following link: https://commonsystem.org/cp/default.asp Other benefits, subject to eligibility, include: • Dependency allowances • Rental subsidy • Education grant for children • Home leave travel • 30 working days of annual leave per year • Pension fund entitlements under the UN Joint Staff Pension Fund • International health insurance; optional life insurance • Disability protection FAO encourages a positive workplace culture to increase inclusivity and diversity within its workforce. FAO applies measures in which all staff members contribute equally and in full to the work and development of the Organization. This includes: • elements of family-friendly policies • flexible working arrangements • standards of conduct. _________________________________________________________________________________________________ ______________________________________________________________________________________________________ HOW TO APPLY • To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills • Candidates are requested to attach a letter of motivation to the online profile • Once your profile is completed, please apply, and submit your application • Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/. These qualifications should be in alignment with the International Standard Classification of Education (ISCED) mappings. • Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications • Incomplete applications will not be considered • Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application • Only applications received through the FAO recruitment portal will be considered • Your application will be screened based on the information provided in your online profile • We encourage applicants to submit the application well before the deadline date. If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance: https://fao.service-now.com/csp FAO IS A NON-SMOKING ENVIRONMENT