Applications Support Analyst (Oracle eBusiness Solutions)

Vacancy Notice No: HQ/14/GMG/FT19 Title: Applications Support Analyst (Oracle eBusiness Solutions) - several positions Grade: NO-B Contract type: Fixed-Term Appointment	Date: 21 January 2014 Application Deadline: 11 February 2014 (17 day(s) until closing deadline) Currently accepting applications Duty Station:  Kuala Lumpur, Malaysia   Organization unit: HQ/GMG General Management (HQ/GMG) / HQ/ITT Information Technology and Telecommunications (HQ/ITT) HQ/CMS Corporate Management Systems
OBJECTIVES OF THE PROGRAMME : The ITT department's main objective is to provide high quality and cost effective Information and Communications Technology (ICT) services which assist WHO in achieving its mission of health for all. The objective of the Corporate Management Systems (CMS) team is to provide application management support, ongoing maintenance and evolution of the corporate portfolio of products. The key focus of Corporate Management System(CMS) includes: Managing and delivering (with our support vendor) efficient, seamless and cost effective support for corporate enterprise applications that currently fall under CMS (including GSM Oracle ERP; Siebel, Other Administrative Systems, etc), maximizing the efficiency of WHO administrative operations. Developing the future direction of applications in the CMS portfolio, and focus on leveraging more standard functionality and reducing customizations. Ensuring overall governance and responsibility for activities and roadmap decisions on administrative systems. Managing and advocate a "partnership" with our vendors in delivering ITT services.
Description of duties: Under the Supervision of the Team Lead (Applications Support), CMS, in Kuala Lumpur, the incumbent is responsible for GSM (Oracle ERP) Functional/Technical Support Maintenance. The incumbent will perform the following duties: - Work closely with the various business teams in both Kuala Lumpur and Geneva and Regional Offices; - Work closely with the Release Administrator to ensure smooth implementation of changes; - Responsible for fostering a partnership with the system support vendor, hosting support vendor and driving delivery of services and compliance to expectations; - Required to work in shifts to support time zone differences. The incumbent will also: - Play a substantial supporting role in promoting, encouraging and adopting (Global Management System) out-of-the-box (standard product) functionality; - Collaborate with third party suppliers (primarily support vendor) and ensure that their performance and provision of services and quality is in line with expectations and enables us to meet or exceed service levels; - Facilitate service relationships with functional focal points, ensuring appropriate support and quality in delivery of services; - Manage critical customer incidents, associated customer communication, activities and any appropriate escalations; - Assume a key supportive role in making sure that working practices and processes exist, are robust, where possible standardized and repeatable, continually improve and support the team's day to day activities; - Service Desk Incident Logging System (Siebel): identify and collaborate with Siebel support team/Service Desk to implement improvements and provide a more effective and efficient service to customers; - Ensure the effective and efficient assimilation of new features/functionality to the Support team from the point of go-live; - Ensure compliance with all audit and security requirements and management of audit queries; - Work effectively with Release Administrator on business application system maintenance and downtime, activity scheduling, etc. and ensure adherence to Release and Change Management Processes; - Organize, support and participate in testing and resolution of any issues or problems; - Responsible for ongoing communication and reporting to supervisor, functional department focal points and relevant stakeholders; - Perform other duties as required by the supervisor.
REQUIRED QUALIFICATIONS
Education: Essential: - First level degree in Computer Science, Engineering or Information Management or related discipline. Desirable: - ITIL formal accreditation; - Oracle related certification/courses.
Skills:  Essential: - Specialist skills in at least one of these Oracle ERP Modules (Financials/Programme Management/ Procurement/HRMS/Payroll related modules); - Familiarity with PL/SQL language; - Analysis and troubleshooting skills with aptitude/sound judgment for creative problem solving; - Quality focused with excellent attention to detail; - Capable of prioritizing own workload in a high pressure and time constrained environment; - Customer focused with excellent oral and written communication skills; - Positive attitude to learn new skills and adapt to newer technologies. Desirable: - Familiarity with Business Intelligence solutions and ability to create Oracle Discoverer reports; - Knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Project and Outlook; - Release 12 Oracle e-Business knowledge; - Knowledge and experience of Service Desk Incident Lodging System (Siebel). WHO Core competencies: *1. Communicating in a credible and effective way. *2. Ensuring the effective use of resources. *3. Moving forward in a changing environment. *4. Producing results.
Experience: Essential: - Minimum 2 years IT Support related experience, preferably in the domain of Oracle ERP e-Business Suite applications; Desirable: - Release 12 Oracle e-Business knowledge; - Knowledge of WHO-specific GSM Customizations; - Experience in WHO rules and procedures; - Experience in WHO computing environment; - Experience in working in a multicultural team, supporting a global user base and working with outsourced service providers. - Proven cross-functional experience in Oracle e-Business Suite modules; - Experience and understanding of Oracle Application Implementation Methodology (IAM); - Demonstrable awareness/understanding and practice of the ITIL framework.
Languages: Essential: - Expert knowledge of English both written and spoken. Desirable: - Knowledge of other official WHO language(s) would be an advantage.
Additional Information: - This vacancy is open to Malaysian nationals living in the local commuting area. - Only candidates under serious consideration will be contacted. - Other similar positions at the same level may be filled from this Vacancy Notice. - A written test may be used for screening purposes. - The following priority order will be observed in the screening of candidates: 1. WHO staff members (Continuing, Fixed-Term and Temporary appointments), 2. External candidates.
Annual salary: (Net of tax) MYR100,600 exempt of tax at single rate
Online applications are strongly encouraged to enable WHO to store your profile in a permanent database. Please visit WHO's e-Recruitment website at: www.who.int/employment. The system provides instructions for online application procedures.
All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the deadline stated in the vacancy announcement.
WHO is committed to workforce diversity.
Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.