Job description

NTT Data is looking for a motivated and experienced IT Support Specialist for the United Nations.

Scope of Work:

Responsible for 1st and 2nd level support

Provide effective technology support to clients for SPMS applications that were developed internally and applications that are highly integrated by internal programming.
Assume overall responsibility for resolution of support requests.
Provide 1st and 2nd level support, escalate issues to 3rd level support if required
Manage, help prioritize, track and follow up on support tickets to ensure their timely resolution.
Provide advice in resolving technical, IT and configuration problems
Test and debug applications in order to understand and reconstruct problems, bugs and issues (partial 3rd level support)

Knowledge Management and Software Development Lifecycle

Design, create, produce, and maintain technical documentation, FAQs and how-tos
Establish and maintain knowledge knowledge management system and cycle for use by support function as well as product development / enhancement
Establish and monitor Key Performance Indicators related to support and resolution times and quality, provide regular reports to SPMS product management
Provide input to Quality Assurance and Feature teams on priorities based on user feedback and support experience
Update testing documentation based on resolution and software updates, ensure inclusion in future regression and other testing regimes.

Experience:

A minimum of five years in a client-facing IT software support role.
A minimum of 5 years of relevant technical experience in Windows Server administration, Microsoft Azure environment, Microsoft .NET/C#, Ms SQL Server, Atlassian JIRA.
Experience with agile development approaches and associated development techniques.
Experience with frameworks such as Microsoft TFS/Azure DevOps is desirable.
A certification in ISTQB-FL, ITIL-V4. Certifications in Prince2 or similar are desirable.

Language:

English and French are the working languages of the United Nations Secretariat. For this post, fluency in English is required. Knowledge of another United Nations official language is desirable.

Contract Duration: Long-term

Type of contract: Freelance

Type of job: Fully remote

About us:

NTT DATA is a multinational consultancy company, employing over 17.000 professionals world-wide. Within the International Institutions we have framework contracts with European Institutions like: European Commission; European Parliament; European Court of Auditors; Europol; NATO; Court of Justice; EPO; European Council, United Nations, etc. If you are interested and available for this opportunity (freelance / contractor possible), please respond as soon as possible.

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