IAEA Consultant - IT Services Support

Job Posting Organization:
The International Atomic Energy Agency (IAEA) is an international organization that seeks to promote the peaceful use of nuclear energy and to inhibit its use for any military purpose, including nuclear weapons. Established in 1957, the IAEA is headquartered in Vienna, Austria, and operates in over 170 countries. The organization employs approximately 2,500 staff members and works to ensure that nuclear technology is used safely and securely. The IAEA's Division of Information Technology plays a crucial role in supporting the agency's mission by providing essential information and communication technology (ICT) services.

Job Overview:
The position of IAEA Consultant - IT Services Support is primarily focused on providing technical expertise in maintaining in-house technology solutions, particularly concerning the billing system and the integration of Microsoft Teams with telephony systems. The consultant will be part of the Client Services Section within the Services Delivery Unit, where they will engage in various tasks aimed at enhancing the efficiency and effectiveness of the IAEA's IT services. This role requires a proactive approach to identifying automation opportunities and improving existing processes to meet the organization's evolving needs. The consultant will also be involved in the day-to-day operations of the IT Service Desk, ensuring that client needs are met promptly and effectively.

Duties and Responsibilities:
The consultant will be responsible for a range of duties, including but not limited to: conducting thorough research and documentation of all hardware and software applications utilized by IAEA staff; participating in the automation of the telephone billing system; assisting in the decommissioning of legacy telephony components, specifically the SAMWIN system; engaging in daily IT Service Desk tasks while identifying potential automation and efficiency improvements; analyzing technologies and processes for conducting hybrid events and providing support for such events hosted by the IAEA. The consultant will work under the supervision of the Unit Head of the MTIT CSS Service Delivery, ensuring that all tasks align with the organization's standards and best practices.

Required Qualifications:
Candidates must possess a Bachelor's Degree in a related field. In exceptional circumstances, relevant professional certifications such as ITIL Foundation, along with technical qualifications and proven relevant experience, may be accepted in lieu of a degree. The role requires hands-on experience and familiarity with end-user device software and hardware for a minimum of five years. Additionally, candidates should have experience in reviewing and interpreting telephone billing data, including telecommunications usage and billing records, as well as the ability to identify anomalies and provide summaries to support operational and financial decision-making. Knowledge of emerging technologies, particularly cloud computing and mobile device management, is advantageous, as is expertise in telephony systems and the integration of MS Teams with telephony systems.

Educational Background:
A Bachelor's Degree in Information Technology, Computer Science, or a related field is required for this position. Candidates with relevant professional certifications or technical qualifications may be considered if they possess significant experience in lieu of a formal degree. This educational background ensures that the consultant has a solid foundation in the principles and practices of IT services and support.

Experience:
The position requires a minimum of five years of hands-on experience in IT services, particularly in relation to end-user device software and hardware. Candidates should have a proven track record of working with telephone billing systems and interpreting telecommunications data. Experience in identifying and resolving technical issues, as well as familiarity with automation processes, is essential. The consultant should also have experience in supporting hybrid events and managing IT service desk operations.

Languages:
Fluency in English, both written and oral, is mandatory for this position. Knowledge of other official IAEA languages, including Arabic, Chinese, French, Russian, and Spanish, is considered an asset and may enhance a candidate's application. Proficiency in multiple languages can facilitate better communication within the diverse international environment of the IAEA.

Additional Notes:
The consultancy position offers a daily fee of up to a maximum of €180, which is determined based on the candidate's qualifications and experience. If travel is required as part of the assignment, a daily subsistence allowance (DSA) and travel costs will be covered. It is important to note that health coverage and pension fund contributions are the responsibility of the consultant. The position may involve full-time engagement, and the consultant will be expected to adapt to changing demands and multitask effectively.