Information Technology Officer (Digital Solutions, CRM)

Organizational Setting

The Digital FAO and Agro-Informatics Division (CSI) is responsible for all Information Technology (IT) activities within the Organization.

CSI defines FAO Information Technology (IT) policies, strategy, IT architecture and standards and is responsible for the provision of digital products and services utilized to deliver the mandate of the Organization and support its operations worldwide.

CSI manages and supports a set of corporate digital products and services which collectively comprise the FAO Digital Workplace utilized by personnel across the Organization worldwide to access and utilize Organizational digital resources and data in order to perform their work regardless of location or time zone in a secure manner.

The position is located in the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters in Rome, Italy.
 

Reporting Lines
The Information Technology Officer reports to the Senior Information Technology Officer (Digital Solutions), works under the overall guidance of the Director (CSI) and in close collaboration with the assigned CSI Team.
 

Technical Focus
Providing expertise for implementation or evolution of key digital solutions, including business changes and technology/infrastructure upgrades. Ensuring timely delivery, support, continuous improvement and adherence to best practice technical and security standards.
This primarily refers to FAO Customer Relationship Management (CRM) platform and technologies and key processes in the domains of partnerships, programme planning and communications.

Key Results
Planning, management and delivery of digital services and technology solutions to ensure reliable and effective support to Organization's requirements.
 

Key Functions

• Manages the assigned programme of work, ensuring that it is consistent with the overall strategic vision and enterprise architecture, and that it meets the Organization and CSI’s priorities.

• Addresses and resolves issues resulting from programme of work interdependencies/gaps, as needed.

• Represents CSI Division in stakeholder discussions, representing divisional interests in the areas of direct responsibility.

• Negotiates contractual and service agreements for provision of digital products and/or services.

• Promotes and implements service improvement programmes and initiatives to ensure the Division is well placed to meet dynamic business needs.

• Monitors, audits and reports on service performance to foresee, identify and address areas of risk, and ensures compliance with agreed service level expectations.

• Manages the assigned IT solutions and services life cycle from initial analysis of business needs to delivery and on-going support and maintenance in line with organizational and CSI Division policies, standards, and procedures.

• Manages the assigned financial and human resources.

• Identifies, assesses and manages risks, proposing mitigation activities as required.

• Promotes cross-functional information sharing and collaboration by working with other teams within CSI division and business teams within the organization.

• Identifies resource requirements, develops budgets and work plans, and advocates for additional human resources.

• Coordinates and ensures initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization's daily operations.

• Performs other duties as required.

Specific Functions

• Coordinates teams in ensuring efficient maintenance and support of FAO's CRM environment.

• Leads continuous improvements of FAO's CRM environment in cooperation with key stakeholders, ensuring that it meets business requirements, while at the same time ensuring that technical teams follow adequate technical standards in delivering changes and new functionalities.

• Coordinates teams in delivering solutions on Salesforce and Service Now platforms.

• Identifies security risks and in cooperation with FAO CSI Security team and ensures that remediation actions and controls are adequately implemented.

• Maintains the relevant Business Continuity Plans (BCP) in consultation with all the stakeholders.

• Ensures the change management and release management processes are strictly followed.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• Advanced university degree (Master's degree or equivalent) in computer science, information technology, information systems, software engineering, electric or electronic engineering, mathematics, statistics, business management or a related field.

• Seven years of relevant experience in managing teams, information technology and business processes in domain of Customer Relationship Platform (CRM), preferably based on Salesforce.

• Working knowledge (full proficiency - level C) of English and intermediate knowledge (intermediate proficiency - level B) of another official FAO language (Arabic, Chinese, French, Russian or Spanish).

Competencies

• Results Focus

• Teamwork

• Communication

• Building Effective Relationships

• Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Work experience in more than one location or area of work, particularly in field positions.

• Extent and relevance of experience in managing large scale CRM environments, preferably in a public sector or international organization.

• Extent and relevance of experience in business process automation and Partnership Engagement processes and technology, using CRM (Salesforce or similar).

• Experience with ERP (such as Oracle), Analytics (OAC, Tableau) and ServiceNow is an asset.

• Extent and relevance of experience in managing highly skilled teams in a hybrid cross-platform environment.

• Extent and relevance of experience in managing business stakeholders and technology partners.

• Extent and relevance of experience with providing services to clients.

• Knowledge and certification of ITIL (Information Technology Infrastructure Library) is an asset.

• Demonstrated experience in drafting reports and documents in the required languages.

• Work experience in more than one location or area of work, particularly in field positions.

• Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset.