Once the incumbent will have reported for duty, the incumbent will work in Vienna, Austria for a period of two months to become familiar with the project, learn the implementation and configuration aspects, as well as all training and support activities around the software provided by SPMS. Thereafter they will assume the position in the UNODC Regional Office in Panama to and provide training and support to Member States, including training sessions in Central and Latin America and the Caribbean, and other regions of the world on first and second-level support in operations, roll-out of deployments, and all aspects included in the responsibilities below.
Responsibilities:
Provide substantive support in the implementation of .Net framework-based software and other technical systems and software solutions for Member States.
Coordinate and conduct system and functional training activities to end users for the goAML application, including providing advanced technical training for applications utilizing Microsoft .Net (MVC, WPF, and Windows Forms), HTML, JavaScript, ORM, SQL, Angular JS and other frameworks, SQL, database systems including MS SQL, configuration, performance and security.
Prepare training materials, design training courses, scenarios, data as needed and conduct technical presentations.
Provide first and second level support for Application systems deployed in Member States.
Participate in software configuration by identifying and documenting the scope of the product underway and enabling communication of these to relevant stakeholders.
Review clients' product demands, develop project plans, and ensure implementations are completed on time, within budget and meet client expectations, liaise closely with technical teams.
Provide Service Level Management of the product and its development, project planning, execution and monitoring.
Implement risk management by evaluating potential risks and formulating strategies to mitigate or address them.
Provide development work and technical advice as needed and ensure compliance with established development procedures of UNODC standard policies, guidelines and procedures for software development.
Prepare technical and user documentation for applications.
Assist with product demonstrations, scoping of projects and developing proposals.
Communicate proactively with clients on relevant Virtual Community platforms.
Process client complaints or major incidents effectively.
Investigate and solve clients' problems and bring to the attention of the Support Team. Keep accurate records of discussions and correspondence with customers using SPMS project management tools.
Participate in writing reports and papers on systems-related topics, system requirements, information strategy, etc.
Analyze statistics or other data to determine the level of customer service provided.
Create social media management and advocacy as needed, including publishing frequent media material, infographics and client outreach content on various platforms including the UN platforms.
Collect and analyze data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-driven planning, decision-making, presentation and reporting.
Education:
An advanced university degree (Master's degree or equivalent) in information systems, computer science, mathematics, statistics or a related field is required.
A first-level university degree in similar fields in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
Work Experience:
A minimum of five years of progressively responsible professional work experience in IT Software Projects support, training, delivery and software programming is required.
Experience in using technology to combat financial and economic crime is required.
Work experience within the United Nations system or similar international organization at a Field Office is desirable.
Work experience in .Net associated technologies and TFS frameworks is desirable.
Experience in data analytics or related area is desirable.
Languages:
English and French are the working languages of the United Nations Secretariat.
For the post advertised, fluency in English and Spanish is required.
Knowledge of another United Nations official language is an advantage.
