Release Support Coordinator - UNRWA
CONSULTANCY - TERMS OF REFERENCE
UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of over 5 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, protection and emergency assistance. The Agency is the largest UN operation in the Middle East with around 30,000 staff. UNRWA is funded almost entirely by voluntary contributions.
Consultant – Release Support Coordinator, HQ Gaza (Local)
BACKGROUND
UNRWA has signed a Memorandum of Understanding (MoU) with UNICC that aims to enhance livelihood and human development opportunities to Palestine refugees in Gaza. By this new collaboration, UNRWA becomes a provider of Information Management and Technology services and capacity augmentation to UNICC technical team on a cost recovery basis through IMTD/IT Service Center (ITSC) in HQ-Gaza.
United Nations International Computing Center (UNICC) is a UN agency that provides IT services to other UN agencies on a cost recovery basis. UNRWA Information Management and Technology Department (IMTD) is seeking a Release Support Coordinator for the implementation and support of on-going maintenance and new projects, in the area of modern applications delivery.
The consultant will report administratively to Head Information Technology Service Centre at Headquarter Gaza and technically to United Nations International Computing Center (UNICC).
DESCRIPTION OF DUTIES AND RESPONSIBILITIES
- Record and complete user’s feedback, coordinate with the development the required actions
- Review and maintain the system documentation
- Communicate maintenance windows and release notes
- Monitor the feedback channels and support escalations
- Provide 1 st and 2 nd level support with SOP(s), release previews, and assistance on application functionalities
- Provide guidelines to developer on the implementation and changes of functional requirements
- Validate the solution performing functional, usability and cross-device tests
- Maintain user’s manuals
- Perform other related duties as required.
MINIMUM QUALIFICATIONS AND EXPERIENCE
- A university degree from an accredited educational institution in software development, Computer Science, Information Technology, Business Administration or related discipline.
- A Minimum of 5 years of experience in web applications support and change & release management
- Good knowledge and sound understanding of IT fundamentals and technologies pertinent to creating business solutions (software development and testing, architecture, applications, databases, integration, infrastructure and networks);
- Experience in using ALM tools such as Atlassian Jira and Confluence
- Experience in the implementation of web applications and public web sites
- Fluency in spoken and written English.
COMPETENCIES
- Applying technical expertise;
- Experience in capturing user requirements and functional needs of web applications
- Must be technologically savvy, demonstrating the ability to easily adapt to new and unfamiliar technologies, software, and systems
- Must have a good understanding of business applications, technologies & software
- Experience in customer relationship management and customer support services;
- Strong ability to drive for results, to manage and deliver against multiple priorities on time;
- Strong analytical and problem-solving skills;
- Excellent planning and organizing skills;
- Strong interpersonal and communication skills; verbal and written
- Communicating in a credible and effective way: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared
- Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes
- Moving forward in a changing environment: Is open to and proposes new approaches and ideas.
- Adapts and responds positively to change
- Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth
- Flexibility and adaptability.
- High degree of initiative, dependability, personal integrity, handle confidential matters, show an appropriate level of judgment and maturity and ability to work with little supervision.
DESIRABLE QUALIFICATIONS
- Agile or SCRUM Project participation experience
- Experience in performing database queries, extracts and imports
- Fluency in spoken and written French
CONDITIONS OF SERVICE
- The duration of the consultancy is from 6 to 11 months (extendable according to performance and availability of funds) start job date is as soon as possible.
- Remuneration for this consultancy will be equivalent to grade 15, $1,600 monthly salary subject to years of experience.
- The incumbent will be based in Gaza.
APPLICATION PROCESS
Applicants should submit a cover letter and CV or UN Personal History Form demonstrating clearly
the knowledge and experience required to meet the consultancy requirements via
consultancy@unrwa.org
indicating the title of this consultancy “Release Support Coordinator, HQ Gaza (Local)” in the subject line of the message. The deadline for the submission of applications is 5 August 2020.
UNRWA is an equal opportunity employer and welcomes applications from both women and men.
UNRWA encourages applications from qualified women. Only those applicants shortlisted for interview will be contacted. UNRWA is a non-smoking environment.