Information Technology Officer at Action Aid

ROLE OVERVIEW

• Work independently to deliver core IT services needed for the effective function of the Global Secretariat for both co-located and remote staff.
• Ensure that effective and efficient IT systems are in place for the Global Secretariat (GS) Operations.
• Responsible for the user adoption of technologies through training, coaching, and support.
• Provides frontline technical support for critical business needs or senior staff.
• Coordinates the delivery of services alongside outsourced Information Technology (IT) provider.

AREAS OF RESPONSIBILITIES

Strategic Impact and contribution

• With limited supervision and a high degree of autonomy, manage and maintain IT Systems. Ensure that systems are optimal, up to date and running smoothly
• Accountable for the implementation of core IT policies related to GS systems security
• Implement Federation IT standards within the Global Secretariat
• Maintain IT security standards for Local Area Networks (LAN), Wide Area Networks (WAN), Wireless (Private and Guest networks), Server and Personal computers (PCs).
• Champion change management after implementation of the project and ensure the new changes are understood, welcomed, and adopted by user.
• Proactively identify areas for continuous improvement of the organization’s delivery model
• Provide outstanding remote support and troubleshooting for all GS staff either based within a hub or working remotely, with high or low technical proficiency.

System, Policies and Procedures, and Product Management

IT Hardware

• Manage hardware inventory systems and expenses
• Control all IT assets as provided for by IT policies and guidelines, and link to finance to ensure recorded on fixed asset register as appropriate.
• Ensure that all IT Hardware (laptops, desktops, printers, etc.) are appropriately maintained and thereby minimise outages or downtime.

IT Project Management

• Support AA Federation in Microsoft 365 administration
• Manage and implement IT projects in Office365 (e.g. Microsoft services upgrade to Microsoft 365 license)

Issue Resolutions, Crisis/Risk Management

• Manage and oversee Business Continuity / Disaster Recovery (BC/DR) systems for the GS. Ensure data backups of all systems within servers, desktops and laptops. Ensure that all desktops and laptops are set to synchronize date to the server to minimize any loss of data.
• Contributes to virus protection by ensuring that automation is applied to anti-virus updates on servers, desktops and laptops of all staff.
• Ensure that all systems are accessible and running efficiently on servers and user laptops or desktops
• On occasion, provide emergency call services for staff outside of working hours.
• Provide immediate and urgent response during or after hours to business-critical system failures or outages.

Communications, Influencing, and Coordination

• Establish monitoring mechanisms and proactive communication when issues are experienced, or maintenance is scheduled. Liaise with functions to schedule maintenance during non-peak periods.
• Manage GS seamless and reliable user identification and group communication – including systems for authentication across multiple services, reliable email and chat message delivery, and robust group communications through email lists and Teams messaging
• Manage and promote access to innovative ways of remote working, including administration, orientation, and promoting the use of new training and collaboration tools (such as advanced Zoom features, TalentLMS, Slido, Miro, and Mentimeter)

Customer Satisfaction

• Proactive communication to manage and support all GS users, including staff with lower technical proficiency.
• Coordinate with other teams and directorates across the GS to ensure that IT services are effectively enabling work within GS
• Provide technical guidance to Heads of Functions with the GS to ensure optimal IT services and tools to support each function
• Monitor customer satisfaction with external IT vendor and issue closure rates to determine baselines and seek to improve through continuous improvement and report results to the Head of IT and user community. Escalate relevant requests through IT support system and follow-up with external vendors (e.g. Conosco).

IT Vendor Management:

• Coordinates with outsourced IT Provider to ensure reliable, consistent, and robust delivery of core IT services for the effective function of the Global Secretariat
• Provides technical guidance to direct the work of outsourced IT vendors

PERSON SPECIFICATIONS

Education and Qualifications

• Bachelor’s degree in computer science, computer engineering or related field
• Information Technology Infrastructure Library (ITIL) qualification is desirable
• Basic Project Management qualification is desirable
• Computing Technology Industry Association (CompTIA) A+ qualification is desirable

Essential Experience

• Substantial experience working in a similar role, preferably across multiple locations
• At least two years’ experience working as a Microsoft Server/Network administrator
• Proven capability in IT project management.

Essential Knowledge

• Knowledge of applications within the Microsoft 365 and Azure Cloud is essential
• Knowledge of Windows 2008/12 Server, Windows 10 and Exchange 2010/13 as well as VMware is essential
• Knowledge of IT hardware and ability to solve simple hardware problems
• A good understanding of current and emerging technologies, standards and practices.
• Understanding of executing IT projects (software and others) through contracted vendors and suppliers.
• Stakeholder management in a multi-cultural context
• Feminist leadership skills and attributes, including self-awareness, a positive growth mindset and ambitious drive for collective results, excellent collaboration and team-building skills, commitment to self-care and caring for others, ability to give and receive honest and respectful feedback, and strong commitment to dismantling bias and promoting equity and inclusion

Essential Skills

• Ability to work in a multicultural context/environment
• Strong interpersonal and communication skills, being able to work with individuals from diverse backgrounds and international cultures and a strong customer service orientation
• Ability to work independently with minimum supervision and be proactive
• A solid understanding of end-to-end process, being able to see tasks through to 100% completion
• Willingness and ability to work and cooperatively and supportively with your colleagues, developing positive, open working relationships in order to solve problems and to achieve business goals.

Language Requirements

• Excellent verbal and written communication skills in English