International Federation of Red Cross and Red Crescent Societies (IFRC)

Officer (Business Applications Support - Web Collaborative Solutions)

International Federation of Red Cross and Red Crescent Societies (IFRC)

Job Description

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world's largest humanitarian organization, with 192 member National Societies. As part of the International Red Cross and Red Crescent Movement, our work is guided by seven fundamental principles; humanity, impartiality, neutrality, independence, voluntary service, unity and universality. Organizational Context The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 192-member National Societies. The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by National Societies with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.” The IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises. The IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of the IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. The IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services. The IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas. The IFRC also has country cluster delegation and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat. The IFRC opened a Global Services Centre (GSC) in Budapest, Hungary in 2017 to host, as part of the Secretariat in Geneva, Global Services and provide expertise and high-level support to the organisation. The position is part of the Digitalization and Information Technology Department. The Web Collaboration Solution officer is based in Budapest specialising in technologies used by IFRC for various business applications, example MS SharePoint for collaboration, MS Office 365 and its components, has experience in .NET-based development and solid knowledge in other .NET based Content Management Systems The position holder reports to the Team Leader, Business Applications Support in Budapest. Job Purpose The job purpose is to:
  • Deliver high quality IT business applications support services on collaboration platforms and Office 365 technologies;

  • Act as professional subject matter expert within the scope of IT business applications support services;

  • Assist in users training establishment on administrating or using collaborative technologies

  • Guarantee data information security, availability and integrity through strong operational competencies using the ITIL framework;

  • Set operational procedures, endorse their development in alignment with the support activities requirements, maintain them up to date and provide structured support recommendations to the various IFRC stakeholders and end users.

Job Duties and Responsibilities General duties
  • Ensure service quality and security, while respecting operating methods defined within the ITD.

  • Promote ITIL framework usage at all support levels and guarantee state of the art Service Management.

  • Manage the implementation, support and evolution of collaboration ve work systems components and environements applying the standard operational procedures in force within the IT department.

  • Manage operational tools (monitoring and management) to ensure sustainability of collaborative work systems and services for the various IFRC business units and at end user level.

  • Maintain the operational knowledge base in the service management tool, record incident, provide quality resolution advises.

  • Establish and Update operational procedures to warranty collaborative work services availability in accordance with operational level agreements (OLA).

  • Support the IT project managers during project life cycles and manage related projects if required.

  • Participate in all activites related to providing adequate and stable collaborative work systems and services to all IFRC stakeholders distributed accross 5 regions.

  • Identify, review and participate in the development of IT training solutions to deliver appropriate, cost effective trainings in IT topics for users while promoting on-line training opportunities.

  • Contribute actively to the overall satisfaction level of IFRC en users while develop and promote effective working relationship within the ITD, the wider IFRC and the RCRC movements including ICRC.

  • Manage personal knowledge and continuously update your skillset on various systems and applications used at IFRC.

  • Adhere to staff regulation of the IFRC Budapest Global Service Center regulations and to the IT security rules at all the times.

  • Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.

Specific duties Operations support
  • Ensure the smooth operations (Administration, patching, monitoring and optimization) of the ITD collaboration solutions within primary responsibility and IFRC quality standards.

  • Warranty established operational level agreements for all collaboration solutions systems and related services in alignment with established operational procedures for IFRC worldwide.

  • Be proactive on incident management by proposing long term resolution strategies to reduce significantly the reoccurring incidents.

  • Support the collaboration solution environements within the ITIL framework during incidents, configuration, problems, troubleshooting and resolution phases.

  • Report on changes and events within the scope of support activities which could have and operational impact on the service availability.

  • Provide valuable recommendations to the business application support unit team leader to allow fast incident resolution.

  • Guarantee production systems availability while ensuring resolution time commitment (OLA/SLA) and high quality support services to the end users community.

  • Intall, implement, manage and maintain the ITD collaboration solution environments availability across the IFRC Federation systems distributed accross 5 regions..

  • Make proposal for new tools or methods to improve solutions, applications and tasks undertaken by the business application support unit.

  • Manage technologies to support information privacy, confidentiality, security, integrity and availability requirements.

  • Follow and apply industry standards and best practices in the area of business applications support

  • Act as knowledge backup to other areas of expertise within the business applications support unit.

  • Ensure a good collaboration with all the IT support team involved in operational support activities and more generally within the ITD.

Reporting and Documentation
  • Identify and update documentation to maintain efficient operational level, anticipate documents needs and regularly update operational documentation.

  • Create, maintain and improve the knowledge base and knowledge documentation managed through the Service Management Tool.

  • Document incidents, problems, changes with relevant information to allow continuous improvement within the support team and the end user satisfaction level.

  • Provide periodic reports upon request on collaborative work applications usage, performances, capacity and availability to the direct level of reporting or the IT Service Manager on charge of the support units in Budapest.

  • Record and Treat operational information (general and specific) accurately and confidentially.

External Relation
  • Maintain regular contact with end users within the Secretariat as required.

  • Maintain contacts with other support teams involved during the request resolution process.

Office Activities
  • Adhere to all administrative procedures linked to his/her work.

Education Required
  • Engineering degree, in computer sciences discipline or equivalent experience.

  • ITIL certification or equivalent experience and proven track record of ITIL usage in enterprise environment.

  • Project management professional certification

  • Microsoft Certified Solutions Developer (SharePoint)

Experience Required
  • Minimum 5 years of professional experience in the administration, setup, backup and management of SharePoint Server and collaboration environment

  • 3 years of professional experience or equivalent as Software Developer on Microsoft SharePoint and Microsoft SQL Server

  • Experience with Microsoft Dynamics CRM (Customer Relationship Management) systems

  • Experience in service management and reporting tools

Knowledge, skills and languages
  • Excellent knowledge of Microsoft SharePoint Server

  • Excellent knowledge ITSM tools and reporting

  • Proven interpersonal skills and ability to resolve issues and conflicts within teams

  • Adept at Analysis, Problem Solving, solution and end-user result oriented

  • Affinity for team work, collaborative attitude, open-minded and adaptable

  • Well organized, able to work under pressure and manage emergencies

  • Good analytical skills to interprets problems, identifies solutions and possible side effects.

  • Good level knowledge in front-end technologies such as CSS, bootstrap, HTMLand Javascript frameworks (Angular JS, ReactJS, etc.) is preferred

  • Good level of knowledge in .NET technologies (C#, ASP.NET MVC, WebAPI) is preferred

  • Fluently spoken and written English. Good command of another IFRC official language (French, Spanish or Arabic); Knowledge on Russian and/or Hungarian is an asset. (Preferred)

Competencies and values
  • Accountability

  • National Society relations

  • Teamwork

  • Development

  • Integrity

  • Strategic Orientation

  • Collaborating, influencing

  • Managing performance

  • Building alliances

  • Building trust

  • Effective communication

Comments “This is a national staff position open to Hungarian nationals and others who are legally eligible to work in Hungary. Candidates must be able to provide proof of their eligibility to work in Hungary.”
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