Location: Switzerland (Geneva)
Closing date: 07 Aug 2008
Job Description

The vacancy is in the Secretariat of the Global Fund. The Secretariat manages the grant portfolio, including executing Board policies, disbursing money to grant recipients and implementing performance-based funding of grants. The Secretariat is also tasked with resource mobilization; providing strategic, policy, financial, legal and administrative support and overseeing monitoring and evaluation. It is based in Geneva and has no staff located outside its headquarters.

The Global Fund is looking for staff with a strong commitment to health and development, an open mind-set, entrepreneurial and flexible attitudes as well as strong interpersonal skills.

Role Summary & Key results expected:

As part of The Global Fund (TGF) in the Information Technology Unit the IT Infrastructure Support under the supervision of the IT Operations & Support Team Manager will assist the TGF clients with the Application Support. She/he be a member of the Corporate Services Cluster/Information Technology Unit reporting to the IT Operations & Support Team Manager.

Key Responsibilities and Accountabilities:

Within limited delegated authority, the IT Applications Support Officer will be responsible for the following duties:

In the area of applications support, ensure follow up actions of the operation of IT Help Desk and manage IT clinics. Act as the focal point; supervise the fundamental operations of The Global Fund applications, oversee and provide work direction to external contractors; follow standard Help Desk operating procedures; work close with users to identify, resolve or escalate issues in a timely manner ensuring custemer satisfaction.

Provide advanced technical guidance; solve complex problems and ensure service quality is upheld; test, analyze, diagnose, solve or escalate applications issues, prepare periodic reports on applications support activities.

Be an advocate for TGF applications by working closely with users to resolve any issues they may encounter in a timely fashion and to ensure user satisfaction in a customer oriented manner. Answer incoming second Level tickets in a timely manner with particular emphasis on customer service. Understand and qualify issues, isolate the root cause of the problem. Escalate incident tickets to third level support staff when necessary.

The incumbent will create, revise and maintain documentation on TGF applications when required in accordance with ITIL Framework, configure systems, she/he will manage and administer user security within applications, participate in the design and testing phases of new releases and training for applications, develop tracking indicators related to the 2nd/3rd level support, participate in customer services improvement initiatives, define and coordinate Help Desk training sessions.

Perform other duties as requested.


Qualifications and Membership Essential:
- University Degree or equivalent training, self study/work experience in IT or related area. Formal training and certification in computer science or related field; ITIL foundation certification; Microsoft Certified Professional.

- Project Management training.

Experience Essential:
- At least two years of progressively responsible experience at the national or international level in the public/private sector, specializing in information technology. Previous customer service experience and Management of Help Desk staff is required, including experience with the administration of mid-scale Microsoft Windows, NET (C#) and .Net Development environment. IT system troubleshooting and user and 2dn-3rd level desktop support (Microsoft Office).

- Creation and maintenance of IT documentation and IT operational procedures.

Technical skills and competencies Skills:
- Knowledge of Microsoft development tools and MS SQL Server, WEB and Windows development tools;
- Up-to-date knowledge of modern IT trends,
- Excellent writing skills and proven ability to communicate technical concepts in a simple non technical manner.
- Demonstrable self-initiative in furthering own technical knowledge
- Customer oriented and problem solving.
- Can work independently

Core Competencies

(The Global Fund has a “core competency framework” setting out standard behaviours that are expected of all staff. Only the key competencies for this role are listed. The selected candidate would be expected to demonstrate adequate levels across all core competencies).

- Gathering Information
- Solution-Oriented Analysis
- Demonstrating Accountability and Commitment
- Communicating Effectively
- Promoting Team Work

An excellent knowledge of English and of French. Knowledge of other languages an asset.
Vacancies Contact
Your online application will be acknowledged and a confirmation sent to the e-mail address that you have provided. Due to the sheer quantity of applicants, we will only contact candidates whose applications are of interest for this position and who are to be invited to participate further in the selection process.
Mandatory cover letter:
A covering letter not exceeding one and one half pages must accompany all applications. The letter should describe your ability to meet the essential requirements set out in the vacancy notice.