The General Secretariat directs all the administrative and financial aspects of the Union's activities, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication matters for operational and other purposes, the provision of legal advice to the Bureaux of the Union and the departments of the General Secretariat, logistic support to the Union's activities including conferences, the coordination of the work of the Union with other international organizations, the dissemination of information to the Member States and Sector Members, press, corporate and individual users of telecommunications and the general public. The General Secretariat is also responsible for the organization of world telecommunication exhibitions and forums.
|
Organization Unit:
Within the General Secretariat, the Information Services Department (IS) is the focal point for the ITU information technology infrastructure which includes standards, user support and training, communication services (postal mail, voice, image, video, data), network services (file, print and computing), information exchange services (messaging, database, document base), desktop services (office productivity tools), administrative applications and software development environments. The Information Services Department manages the physical, human and organizational resources needed to design, deploy, operate, maintain and support the ITU information infrastructure. It also represents ITU in inter-organization meetings and committees related to information technology management. |
| Duties / Responsibilities |
Under the general supervision of the Head of the ERP Division, the incumbent:
Provides expert advice to the Chief of the ERP division and recommends a course of action in the following CRM areas: solutions scoping, requirements analysis, gap analysis, feasibility, functional design, application configuration, integration testing, user acceptance testing, production deployment, support and training.
Defines standards and procedures for validating the integrity and operational viability of existing business processes within the organization. Works with the Functional Section Chiefs in the Departments to ensure all associated procedures and documentation are being maintained according to evolving business requirements.
Performs strategic impact analysis of existing processes, systems and structures requiring change and provides estimates of effort. Evaluates the design, quality, stability and maintainability of custom code developed to fill gaps between standard CRM functionality and business requirements. Reviews design and development efforts that will support future enhancements.
Performs troubleshooting of functional issues; determines if functional requirements are not met by existing software and develops action plan to correct deficiencies; supports the substantive Departments during cutover and transition to new software releases.
Investigates reported application problems and works with Functional Analysts to test, diagnose and isolate the root cause of problems. Prepares incident reports for further investigation by technical operations and development experts. Coordinates further diagnosis and tests as necessary to assist with and recommends workarounds where appropriate.
Works to develop client relationships by listening, understanding and anticipating needs, and suggesting appropriate solutions to ensure client satisfaction and continuous alignment with the client's business needs.
Performs other duties as required including the following:
Specific duties:
Identifies, designs and implements business improvements. Coordinates activities between the ISD and all departments to ensure functional requirements are translated to systems and resulting changes are managed.
Provides critical input to Steering Committees and other executive management level committees to identify, prioritize and manage the continuous improvement of processes, systems and structures.
Leads task forces and working groups within the Department/Division in identifying opportunities for changes to processes, systems and structures and makes recommendations on how to best utilize CRM functionalities to accomplish strategic business objectives which result in increased efficiency and effectiveness to the Department(s) involved. Analyzes the impact on the Department of changes to processes, systems and structures and provides estimates of effort. |
| Qualifications required |
Education:
Advanced university degree in Business, Customer Service or Computer Systems Management or other ICT related fields OR education in a reputed college of advanced education with a diploma of equivalent standard to that of an advanced university degree in one of the above-mentioned fields. For internal candidates, a first university degree in one of the fields above in combination with ten years of qualifying experience may be accepted in lieu of an advanced university degree for promotion or rotation purposes. |
Experience:
At least seven years of progressively responsible experience in managing or implementing business applications and Customer Relationship Management (CRM) applications, including at least three at the international level. Experience in managing end-to-end CRM Projects and business transformation projects. A Doctorate in a related field can be considered as a substitute for three years of working experience. |
Languages:
Knowledge of one of the six official languages of the Union (Arabic, Chinese, English, French, Russian, Spanish) at advanced level and knowledge of a second official language at intermediate level. Knowledge of a third official language would be an advantage. (Under the provisions of Resolution No. 626 of the Council, a relaxation of the language requirements may be authorized in the case of candidates from developing countries: when candidates from such countries possess a thorough knowledge of one of the official languages of the Union, their applications may be taken into consideration.) |
Competencies:
Experience in providing strategic direction in Business Process Transformation, IT Strategy and Portfolio management.
Excellent CRM application experience with design and add-on configuration experience in at least 2 of the following domains: Sales, Marketing, E-Commerce, Events management, Service Desk, Contact and Account Management, Integrated Reporting and their integration with SAP, ITU's ERP back-office software.
Sound business architecture experience with CRM domains.
Sound understanding of CRM implementation methodologies and best practices.
Ability to design business processes, configure, test, train end users and document system configuration.
Ability to solve complex functional issues which cross-organizational boundaries.
Excellent planning, project management and organization skills. Effective time management skills and multi-tasking capabilities, ability to work independently and effectively at all levels of a collaborative team environment.
Capability to guide and coordinate the work of external collaborators, general service staff or young professionals.
Ability to work with and manage and Onsite/Offshore environment.
Excellent interpersonal, negotiation and conflict resolution skills.
Strong experience in working on project teams and structuring recommendations.
Excellent verbal and written communication skills.
Extensive experience with advanced application software, including presentation, spreadsheet, word processing, and project management software tools and applications; experience in leading and conducting meetings, seminars and workshops.
Experience in the writing and/or evaluating functional and technical design documents for custom developments such as reports, interfaces, conversions, enhancements, forms and workflows. |
| Remuneration |
Annual Salary: (Net of Tax)
135,868.- USD - 176,065.- USD without dependants
145,904.- USD - 190,345.- USD with dependants
|
|
| Applicants will be contacted directly if selected for written test. Interviews may be used as a form of screening. |
|
| For further information concerning the Conditions of Employment please click the following link |
Post a Comment