Sobre UNICEF: Empleo
Service Manager and Implementation Expert, Information Technology Solutions and Services Division, New York Headquarters (Consultancy)
The Information Technology Solutions and Services Division (ITSS) employs a global network connecting 331 offices in countries throughout the world and operates a Global Help Desk to support organization-wide application systems, network, telecommunications, messaging, and office automation functions.
The GHD plays a critical role as the entity that performs the Service Desk function in the IT Solutions & Services division for the entire organization, assisting in the roll-out of all systems, the tracking of service requests, and other systematic and updating/maintenance related issues that are linked to incident, problem, release and change management.
Purpose:
Under the supervision of the IT Customer Support Services Manager, the consultant will carry out the duties of Service Desk Manager, by performing the main Service Desk Manager activities as well as actively engages in the implementation of Service Manager 7.11. The consultant is required to have enough experience in HP Service Manager 7.11 implementation and operation and be able to guide and assist in the process.
Main Duties and responsibilities:
1. GHD Functions:
(1) To manage the Service Desk System.
(2) To improve user service and incident management in the technical aspect of IT infrastructure:
(3) To provide the operational interface for other activities/functions in ITSS:
(4) To streamline documentation, reporting and process:
(5) Support Field Offices related Services
2. Upgrade of HP Service Manager 7.11:
(1) Configure and implement a Service Manager 7.11 environment, with emphasis on the Problem Management and Configuration Management components, collecting documentation and implementing processes in Service Manager, keeping in consideration future implementation of Service Level Management and Service Catalog modules.
(2) Implement components within Foundation and Help Desk module in consultation with Customer Support Services staff, collecting documentation and implementing processes in Service Manager with assistance from external vendor as needed. Focus on configuration of application components:
. Interaction Management
. Incident Management
. Integration with various systems such as LDAP, email, HR data
. Tailoring of Windows and Web Clients and processes as needed
. Web Client implementations for Self Service Ticketing
. Reporting for Management and preparations for Service Level management.
(3) Implement Change module in consultation with Change Manager, collecting documentation and implementing change categories, processes, and procedures in Service Manager with assistance from external vendor as needed.
The consultant is expected to work independently after being provided with guidelines, procedures, and processes.
Expected standards:
The consultant will be expected to follow internal UNICEF processes and practices as well as industry best practices on IT service management and provision, with special observance of the ITIL v3 framework.
Required Qualifications:
Advanced university degree in Information Technology, Computer Science, Engineering, Maths, Physics, or related fields.
Minimum of 5 years of work experience in the area of Application systems development/configuration/administration, Work experience on Service Manager 7 and Service Desk.
Required IT certifications: ITIL v3 certified. Service Manager 7 certification is an asset.
Fluency in English is required.
Good communication skills.
Good planning skills.
Good Analytical and problem solving skills.
Effective interpersonal skills.
Must have USA work permit.
Duration of Assignment:
4 months, starting January 2010.
Remuneration:
$ 360 per day maximum (based on experience & qualifications).
How to apply
Send applications and resume to: isspost@unicef.org.
