United Nations World Food Programme (WFP) - Software Support Assistant

Vacancy Announcement
WFP/SC/2014/29
SOFTWARE SUPPORT ASSISTANT
Date of Issue: 17 July 2014
Date of Closing: 31 July 2014

Title	:	Software Support Assistant
Contract Type	:	Service Contract (SC)
Level	:	SB-2
No. of post	:	2 (two)
Duty Station	:	Department of Disaster Management (DDM), Disaster Management Bhaban, Mohakhali, Dhaka.
Duration	:	1 Year (extendable subject to availability of fund and satisfactory performance)

Major Duties and responsibilities:

Under the working supervision of Disaster Management Department’s respective unit and indirect supervision of Head of Vulnerability Analysis and Mapping Unit (VAM) and in her absence Sr Programme Officer VAM, the Software Support Assistant will be responsible mainly to provide support to District Risk Reduction Officer (DRROs) and Project Implementation Officer (PIOs) at District and Upazila level as well as respective units of DDM to upload data of selected SSNPs in the web-based social protection MIS software. Other major roles include collection, compilation and uploading the SSNP data into the web-based social protection MIS software. Some other responsibilities are:

• Logging all activities related to issues in the support problem tracking system, and tracking issue through to completion;
• Assisting the Level 1 (L1) support team members with issue re-creations and advanced support to the web-based social protection MIS software, as well as guidance on database and environmental issues / considerations;
• Documenting all actions taken to resolve the case in a systematic manner;
• Managing and resolving escalated calls as and when necessary;
• Providing medium level consultation as to best practices;
• Performing other related duties, as and when require;

Results Expected: Produces organised, accurate and well documented records conforming to required format with well analysed data. May provide guidance on office practices to staff in lower grades.
Critical Success Factors: Ability to review a variety of data, identify and adjust data discrepancies. Identify and resolve operational problems. Ability to communicate moderately complex matters clearly and concisely. Ability to perform detailed work, work of a confidential nature and/or to handle a large volume of work possibly under time constraints. Ability to deal patiently and tactfully with people of different national and cultural backgrounds.

Competencies:

Action Management: Organizes and plans work to accomplish given objectives with minimal supervision. Makes decisions, takes actions to move issues forward and follows up on actions.
Communication: Constructs messages in a manner that respects sensitivity and confidentiality. Seeks opportunities to improve communication with all individuals regardless of gender, national and cultural background.
Ethics & Values: Encourages others to respect procedures and rules and to take individual responsibility for their work. Anticipates individual breaches in confidentiality and/or security and take action to prevent them.
Teamwork: Identifies the developmental needs of team members. Ensures that all team members are informed and updated on the team’s progress and objectives. Takes constructive action to resolve conflict.
Behavioural Flexibility: Incorporates diverse perspectives to solve problems. Encourages the exchange of diverse points of view within the work unit. Remains productive through periods of transition, ambiguity and/or uncertainty.
Client Orientation: Encourages co-workers to achieve a high standard of client service. Manages the expectations of clients. Proactively informs clients of resources, services and issues affecting them. Evaluates clients’ feedback and adjusts own services.
Initiative: Strives to increase effectiveness of routine work tasks. Implements solutions to problems in work unit. Ensures high standard of own work when faced with challenging circumstances.
Cognitive Capacity: Performs accurately and with precision in high pressure situations. Maintains systems to organise complex data for future use.
Information Seeking: Analyses and interprets pertinent data. Identifies and resolves data discrepancies or operational problems in own work.

Minimum qualifications:

Education: University Degree in Computer Science and/or technical certifications is highly desirable, but some college and technical training along with commensurate experience will be considered. Should possess a background in one or more of the following: advanced webbased ITC customer support, technical support and/or programming.
Experience: At least three years of progressively responsible job related experience in information technology or telecommunications or information management, such as, WAN/LAN networking, operating systems, telephone services, radio unit, web design, registry or similar. Some experience in client support, such as, a Help Desk or User Support Unit, web design team, telephone maintenance service, e-marketing group, hotline, or similar.

Desired Skills:

• Ability to work closely in the government system under the direct supervision of respective GoB officials, system engineers, and database expert;
• Be highly proficient in written and verbal communication, and have the ability to converse in both technical and non-technical terms to both novice and more proficient system users;
• Ability to both analyze and troubleshoot software, databases, network concepts, hardware, tools and ODBC;
• Knowledge and experience using XML, JSP and other web technologies highly desired;
• Ability of advanced knowledge of database, server OS, networking, web server, etc. troubleshooting and deductive reasoning skills, especially;
• Knowledge of application servers is highly desired;
• Ability to manage multiple cases / clients with varying amounts of complexity simultaneously;
• Able to work with minimal supervision and still meet job requirements and dealing with conflicting deadlines;
• Professional telephone and written communication (customer care etiquette) skills are absolutely essential;

Language: Fluency in both oral and written communication in English and Bangla.

Submission of application:

Only candidates meeting the above requirements are requested to send their application completing “Summary of Candidate’s Profile” as per attached format, detailed CV (with photograph, contact telephone number and name & addresses of three references) and the application through email to: Bangladesh_Vacancy_Announcement@wfp.org mentioning the position applied in the subject line by 31 July, 2014. Incomplete applications will be disregarded. Only short-listed candidates will be contacted. Any persuasion or attempt to persuasion will disqualify the candidature.



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