Applications Support Analyst (Oracle eBusiness Suite) Grade: NO-B

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.

Description of duties: Under the Supervision of the Lead (Applications Support) in Kuala Lumpur, the incumbent is responsible for providing user support, functional expertise, and testing/implementing required solutions. He/she will - work closely with the various business teams in both Kuala Lumpur and Geneva; and Regional Offices; - work closely with IT support colleagues to troubleshoot and resolve relevant support issues. - adopt a partnership approach with the system support vendor, hosting support vendor and following up on delivery of services and compliance to expectations. - be required to work in shifts to support time zone differences. The incumbent will also: - Promote, encourage and adopt the WHO ERP system (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. - Support critical customer incidents, associated customer communication, activities and any appropriate escalations. - Service Desk Incident Logging System (Siebel) - collaborate with Siebel support team / Service Desk to implement improvements and provide a more effective and efficient service to customers; and manage rotas to ensure continuity of service for customers. - Assimilate transfer/handover from CMS Project team and new features/functionality from the point of go-live. - Comply with all audit and security requirements and responding to audit queries. - Work effectively with Release Administrator on business application system maintenance and downtime, activity scheduling, etc.and ensure adherence to Release & Change Management Processes - Support and participate in testing and resolution of any issues or problems - Ensure 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: WHO Competencies: 1. Producing Results 2. Communicating in a credible and effective way 3. Moving forward in a changing environment - Specialist skills in Oracle Financial/Programme Management, Procurement, HCM/Payroll related modules. - Familiarity with Business Intelligent solutions, ability to create Oracle Discoverer reports. - 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. - Knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Project and Outlook offering leadership to multiple teams. - Demonstrable awareness/understanding and practice of the ITIL framework. - Release 12 Oracle E-Business knowledge - Knowledge of WHO-specific GSM customizations. - Adhering to WHO working practices and processes.

Experience: Essential - Minimum 2 years of IT Support experience, preferably in the domain of Oracle ERP E-Business Suite applications. - Experience and understanding of Oracle Application Implementation Methodology (A.I.M.) - Proven cross-functional experience in Oracle E-Business Suite modules. - Experience leading and managing teams of onsite, remote and offshore support specialists Desirable - 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.

Languages: Expert knowledge of English both written and spoken. Knowledge of other official WHO language(s) would be an advantage.

Additional Information: Only candidates under serious consideration will be contacted. This vacancy is open to Malaysian nationals only

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.