Software Support Specialist, Bern, Switzerland
Vacancy Announcement No: UPU/14/SPEC5/FT-NC/49
Title: Software Support Specialist
Grade: Specialist (level 5)
Type of contract Fixed-Term (Non-Core) Appointment
Duration: 3 years
Title: Software Support Specialist
Grade: Specialist (level 5)
Type of contract Fixed-Term (Non-Core) Appointment
Duration: 3 years
Publication Date: 28 April 2014
Application Deadline: 10 June 2014
Organizational Unit: Postal Technology Centre (PTC)
IT Development Unit
Duty Station: Bern Switzerland
Scheduled date for taking up appointment: 1 September 2014
Application Deadline: 10 June 2014
Organizational Unit: Postal Technology Centre (PTC)
IT Development Unit
Duty Station: Bern Switzerland
Scheduled date for taking up appointment: 1 September 2014
Organizational Context:
With its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services.
The Postal sector has been faced with far-reaching changes over the past few years. It has become essential for Posts to apply the latest technology in order to respond effectively to changing customer needs. The Postal Technology Centre (PTC) of the UPU acts as a link between technology and the needs of the Postal industry by being the first- choice in providing IT solutions, applications and services that enable the delivery of domestic and international postal services.
With its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services.
The Postal sector has been faced with far-reaching changes over the past few years. It has become essential for Posts to apply the latest technology in order to respond effectively to changing customer needs. The Postal Technology Centre (PTC) of the UPU acts as a link between technology and the needs of the Postal industry by being the first- choice in providing IT solutions, applications and services that enable the delivery of domestic and international postal services.
Main duties:
The PTC is seeking a Software Support Specialist with at least two years' support experience. The position is the interface between first-level support (helpdesk) and third-level support (software solutions development). The duties of the post are as follows:
1- Second-level support :
Collect the second-level support cases from first-level support and the Technical Account Manager (TAM).
Confirm the case analyses made and carry out additional analysis when necessary. Reproduce the problems and document the steps for reproducing them.
Work with the TAM(s) to:
- assess the criticality and priority of the case;
- discuss possible workaround or mitigation for the case.
Work with the TAMS(s) and the third level support to:
- maintain a plan for case resolution according to priority (content of next hotfix, or next service pack);
- when the solution can wait for the next software release, integrate the case into the plan for the next release cycle.
Use the Problem Report and Change Requests (PRCR) tool to:
- maintain the list of opened cases, with their priority;
- when appropriate, document workaround or mitigation provided to users;
- track and maintain case status until final closure;
- identify similar or duplicate cases, or cases that are linked and should be addressed jointly;
- monitor how long cases are left open, and ensure that cases that escalate to second level are responded to according to the Service Level Agreement.
Track cases across the different departments and ensure all parties have the same information on their status (in particular, align the information in the CRM and PRCR databases).
2- Software testing:
In cooperation with the test team, participate in software testing, in particular to validate the solutions developed by third level support before they are delivered to users.
The PTC is seeking a Software Support Specialist with at least two years' support experience. The position is the interface between first-level support (helpdesk) and third-level support (software solutions development). The duties of the post are as follows:
1- Second-level support :
Collect the second-level support cases from first-level support and the Technical Account Manager (TAM).
Confirm the case analyses made and carry out additional analysis when necessary. Reproduce the problems and document the steps for reproducing them.
Work with the TAM(s) to:
- assess the criticality and priority of the case;
- discuss possible workaround or mitigation for the case.
Work with the TAMS(s) and the third level support to:
- maintain a plan for case resolution according to priority (content of next hotfix, or next service pack);
- when the solution can wait for the next software release, integrate the case into the plan for the next release cycle.
Use the Problem Report and Change Requests (PRCR) tool to:
- maintain the list of opened cases, with their priority;
- when appropriate, document workaround or mitigation provided to users;
- track and maintain case status until final closure;
- identify similar or duplicate cases, or cases that are linked and should be addressed jointly;
- monitor how long cases are left open, and ensure that cases that escalate to second level are responded to according to the Service Level Agreement.
Track cases across the different departments and ensure all parties have the same information on their status (in particular, align the information in the CRM and PRCR databases).
2- Software testing:
In cooperation with the test team, participate in software testing, in particular to validate the solutions developed by third level support before they are delivered to users.
QUALIFICATION AND SKILLS REQUIRED
Education:
First-level university degree (B.Sc. or similar) in computer science, engineering or a related field.
First-level university degree (B.Sc. or similar) in computer science, engineering or a related field.
Experience:
At least two years' experience working in an international environment as a software support specialist.
Experience in software support procedures.
Experience in software testing would be an advantage.
At least two years' experience working in an international environment as a software support specialist.
Experience in software support procedures.
Experience in software testing would be an advantage.
Technical knowledge:
Excellent administrative knowledge of the following technologies:
-MS SQL Server
-Microsoft Windows
-IIS and SharePoint web applications.
Domain experience in postal mail or logistics would be an advantage.
Excellent administrative knowledge of the following technologies:
-MS SQL Server
-Microsoft Windows
-IIS and SharePoint web applications.
Domain experience in postal mail or logistics would be an advantage.
Skills and abilities / competencies:
Interpersonal/human relations skills
Ability to work in a multicultural team
Adaptability
Motivation, sense of responsibility, good organizational skills
Creative problem-solving skills
Good communication skills
Interpersonal/human relations skills
Ability to work in a multicultural team
Adaptability
Motivation, sense of responsibility, good organizational skills
Creative problem-solving skills
Good communication skills
Language skills:
Good working knowledge of English. The ability to communicate in French or other languages used in the United Nations system would be an advantage
Good working knowledge of English. The ability to communicate in French or other languages used in the United Nations system would be an advantage
Additional Information:
For more information please contact corine.rey@upu.int
For more information please contact corine.rey@upu.int
Monthly salary: (Net of tax)
6,000
6,000
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