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The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries
ROLE PURPOSE:**
To lead and provide high quality operational and technical application and systems support to Save the Children International’s customers and internal business functions. Minimising the adverse impact of
Incidents and Problems on the business and preventing reoccurrence of Incidents and ensuring release management is followed to allow the safe deployment of changes to production systems. Owner of the Problem Management process, ensuring reduction in recurring issue goals are achieved.
SCOPE OF ROLE:
The Application Services Analyst will work closely with country, regional and centre based teams to provide resolution to support tickets raised through the service desk system.
The Application Services Analyst will work closely with country, regional and centre based teams to provide reporting and analytical information on the organisations Enterprise applications to assist in the running of an efficient and effective global function.
The Application Services Analyst will work with the Technical Architect, Suppliers and other System Administrators in other locations to provide a reliable, scalable and performant systems to all SCI countries and those members that participate in the shared service.
In the event of a major humanitarian emergency, the role holder will be expected to work outside the normal role profile and be able to vary working hours accordingly.
Reports to: Global Applications Team leader
Staff reporting to this post: none
Indirect : none
Budget Responsibilities: none
Description: This is a global role working on delivering and supporting Global Applications in over 60 countries, potentially expanding in future to include SCA members.
Provide Application implementation and support services to ensure the stable operation of Save the Children’s Applications. This includes providing Expert Consultancy capability, Continuous Service Improvements, optimising key functional areas, application support, accepting new releases of software and transitioning them to Service to ensure maximum availability of systems as well as the interfaces which deliver the end-to-end business process. Scheduling and directing activities to resolve software and integration problems in a timely and accurate fashion.
The challenge: As Save the Children moves more systems from data centres to the cloud and more into Shared Services the successful applicant in this role will be faced with supporting Global Application Services in a fast paced 24/7 organisation. The challenge is to work with the business, external suppliers, consultants and internal Subject Matter Experts to initiate fast paced resolutions to Service Incidents. This person must be able to conduct root cause analysis and utilise problem management processes to ensure incidents are resolved to meet defined IT Services Levels. They will also need to ensure software releases and major product enhancements to applications and their integrations are managed via Change Management process to ensure the production environment is always protected.
The challenge will include being able to:
· Demonstrate experience of proactive service management of Global Systems
· Deliver Continuous Service Improvements.
· Provide expert consultancy capability for Global Systems & services
· Demonstrate Innovative thinking and learning whilst adapting to continually evolving services.
· Work in a team within the ITIL framework
· Demonstrate good technical troubleshooting / problem solving skills in a high pressure environment
· Have a good understanding of System Environments & Configuration management.
KEY AREAS OF ACCOUNTABILITY :
Responsible for acting as the public face of IT to global application users, business partnering with staff globally, assisting them to use core applications to achieve key SCA aims of efficiency and effectiveness in operations
· Responsible for providing reports and data extracts using browser and other appropriate tools, through BAU development processes in accordance with business requirements
· Responsible for enhancing and optimising key developed reports
· Act as an advisor to user teams globally on how to use Applications in a best practice fashion, as defined by SCI global standard
Shared responsibility for support for global users at centre, Regional, Country and Sub-Office levels, which includes logging and management of 3rd/4th level support calls with SCA
· Responsible for taking ownership of and resolving all Application related support tickets within the appropriate SLA
· Responsible for escalating unresolved support tickets to L2, L3 or vendor support mechanisms and tracking such issues through to conclusion
Occasional requirement to carry out regression testing to ensure that live Operations are safeguarded at all times.
· Working with the Software Quality Assurance Analyst Responsibility for participating in user regression testing where required
· Ensure that all test feedback to documented in the bug tracking system
SKILLS AND BEHAVIOURS (our Values in Practice):**
Accountability:
· Holds self-accountable for making decisions, managing resources efficiently, achieving results together with children and role modelling Save the Children values
· Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved
Ambition:
· Sets ambitious and challenging goals for self and team, takes responsibility for own personal development and encourages team to do the same
· Widely shares their personal vision for Save the Children, engages and motivates others
· Future-orientated, thinks strategically and on a global scale
Collaboration:
· Builds and maintains effective relationships, with their team, colleagues, Members, donors and partners
· Values diversity, sees it as a source of competitive strength
· Approachable, good listener, easy to talk to
Creativity:
· Develops and encourages new and innovative solutions
· Willing to take disciplined risks
Integrity:
· Honest, encourages openness and transparency
· Always acts in the best interests of children
QUALIFICATIONS :
Ideally, the role holder will hold a computing degree (BSc, BA or equivalent) however equivalent relevant work experience is also of value
It would be desirable for the role holder to be MCITP qualified (Microsoft Certified IT Professional SharePoint 2010/2013)
ITIL Experience desirable
EXPERIENCE AND SKILLS:
Essential
Desirable
Critical Success Factors
Additional job responsibilities
The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.
Equal Opportunities
The role holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.
Health and Safety
The role holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.
ROLE PURPOSE:
Working with members of the global IT team, the role holder will be responsible for building, implementing and supporting Business Intelligence (BI) solutions within the organisation. This role will partner with business stakeholders in order to understand their analytic requirements, and implement and maintain BI solutions to meet these needs, utilising best practices. The role requires experience in adapting existing solutions as well as creating new solutions.
SCOPE OF ROLE:
Reports to: TBA – Dual reporting line: BI Architect based in London and locally to the head of Technology Hub in Nairobi. The Senior BI Architect will however provide role mentorship and technical guidance.
Staff reporting to this post: No direct reports
Role Dimensions:
Over 60 countries with a staff complement in excess of 17,000 of which at least 50% are considered users of IT systems.
KEY AREAS OF ACCOUNTABILITY:
· Maintain and support existing BI solutions
· Proactively identify any technical project risks/issues related to BI
· Estimate and deliver BI project tasks to agreed prioritisation and timeframes
SKILLS AND BEHAVIOURS (SCI Values in Practice)
Accountability:
· holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
· holds team members and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.
Ambition:
· sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same
· widely shares their personal vision for Save the Children, engages and motivates others
· future orientated, thinks strategically and on a global scale.
Collaboration:
· builds and maintains effective relationships, with their team, colleagues, members and external partners and supporters
· values diversity, sees it as a source of competitive strength
· approachable, good listener, easy to talk to.
Creativity:
· develops and encourages new and innovative solutions
· willing to take disciplined risks.
Integrity:
· honest, encourages openness and transparency; demonstrates highest levels of integrity
QUALIFICATIONS
EXPERIENCE AND SKILLS
Essential
Desirable:
Equal Opportunities
The post holder is required to carry out the duties in accordance with the SCI Equal Opportunities and Diversity policies and procedures.
Health and Safety
The post holder is required to carry out the duties in accordance with SCI Health and Safety policies and procedures.
Additional job responsibilities
The job duties and responsibilities as set out above are not exhaustive and the post holder may be required to carry out additional duties within reasonableness of their level of skills and experience. Some degree of international travel maybe required.
To apply for this position send your CV and cover letter to kenya.jobapplications@savethechildren.org indicating the Position Title on the subject line, deadline is on 12th May 2017 COB. The system allows CV & Cover letter as One(1) document. Applications will be reviewed on a rolling basis.
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