Information Management Officer (Customer Relationship Management)

4 سبتمبر، 2022

0 7 4 دقائق

الوصف الوظيفي

Position Title:
Information Management Officer (Customer Relationship Management)
Duty Station:
Amman, Jordan
Classification:
Professional Staff, Grade P2
Type of Appointment:
Fixed term, one year with possibility of extension
Estimated Start Date:
As soon as possible
Closing Date:
14 September 2022

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Context:

The United States Refugee Admissions Program (USRAP) operates worldwide with the target of providing resettlement opportunities to tens of thousands of refugees each year. IOM’s multi-disciplinary staff members provide a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation, and administration of a travel loan and collections program. The Department of Operations and Emergencies (DOE), specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support for all resettlement programs.
In conjunction with the implementation of the Memorandum of Understanding (MOU) between IOM and the Department of State, Bureau of Population, Refugees, and Migration (PRM), the position will primarily be responsible for assisting with monitoring and maintaining the compliance with all requirements illustrated in the MOU with special attention to the analysis of background checks received from the vendor for all IOM staff working in or engaged with the USRAP.
The Resettlement Support Center (RSC) for the Middle East and North Africa (MENA) implemented a Customer Relationship Management (CRM) system to support the streamlined business processes of the Communication and Program Access teams. CRM acts as the centralized system which hosts all stakeholder’s communication records from different communication channels.
Under the direct supervision of the Information Management Officer and RSC MENA Deputy Program Manager as second manager; and, under the overall supervision of the Senior Resources Management Officer, the incumbent is responsible for supporting the development and maintenance of CRM platform and system processes. Specifically, the candidate is expected to undertake the following duties and responsibilities:

Core Functions / Responsibilities:

– Support the development, deployment and maintenance of the Customer Relationship Management system.
– Coordinate user requirements definition and undertake business process reviews for the design, coding, and deployment of Microsoft Dynamics or other .NET applications with SQL Server, following existing standards.
– Determine operational feasibility of new software requirements and implement solutions by determining and designing system specifications, standards and programming.
– Facilitate the design, coding and testing of Microsoft Dynamics 365 application modules or related applications according to the technical specification
– Support the development of test scenarios/scripts and test execution ensuring the application or architecture meets agreed quality standards
– Support the development and implementation of software development Standard Operating Procedures (SOPs) on establishing source control, continuous integration, deployment, and issue tracking using IOM standard tools.
– Comply with donor requirements and IOM ICT Standards, policies, and procedures to make sure that all developed products are in line with the IM frameworks. Provide the documentation and requirements for approval of the ICT Technical Architecture team and ICT security team on the designed products.
– Facilitate application training to end-users to ensure productive use of existing and new applications and systems.
– Continuous learning of the technology related to Microsoft Dynamics 365 and other related subjects.
– Regularly report needs and progress on issues in his/her area of responsibility.
– Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert the Deputy Project Manager, RSC MENA of any non-compliance to SOPs or codes of conduct by RSC staff members.
– Support the overall development of RSC MENA by suggesting potential improvements to processing activities.
– Perform any other related duties as may be assigned by Supervisor.

Required Qualifications and Experience:

Education

Master’s degree in Computer Science, Information Management, Information Technology, or a related field from an accredited academic institution with two years of relevant professional experience; or,

University degree in the above fields with four years of relevant professional experience.
Experience

Sound experience with software development, specifically around Microsoft Dynamics CRM;

A minimum of four years of increasing responsibilities in .NET software development with SQLDatabases and a minimum of three years of experience in developing web-based database applications and thin-client Web-based applications;

Experience in SVN and/or GIT;

Experience in software development using DevOps;

Experience working with specialized international agencies (UN Agencies, InternationalOrganisations, and International NGOs) and in complex operations, including conflict and post-conflict situations preferred.
Skills

Proficient with developing, deploying, customizing, and integrating Microsoft Dynamics CRM;

Demonstrated proficiency in installing and deploying CRM Organizations;

Demonstrated proficiency in customizing and creating CRM entities;

Demonstrated proficiency in understanding and implementing business workflows andprocesses;

Demonstrated proficiency in using either the CRM SDK or plugin platforms;

Demonstrated proficiency with Microsoft .NET 3.5+ development using C#;

Solid technical knowledge of SQL Server 2008/2012/2017 administration;

Proficient in back, middle and front-end development;

Possesses knowledge and understanding of XML documents, XSD schemas, XSLT to developthe necessary schemas and maps to represent the flow of the messages through the solution;

Possess a good understanding of relational database concept;

Possess a good understanding of SOAP/REST web services and their payload schema;

Working knowledge on SharePoint and Power Platform.
Languages
IOM’s official languages are English, French, and Spanish.
External applicants for all positions in the Professional category are required to be proficient in English and have at least a working knowledge of one additional UN Language (French, Spanish, Arabic, Russian or Chinese).
For all applicants, fluency in English is required (oral and written).
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Notes
Accredited Universities are the ones listed in the UNESCO World Higher Education Database ().

Required Competencies:

Values
– all IOM staff members must abide by and demonstrate these three values:

Inclusion and respect for diversity:
respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

Integrity and transparency:
maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

Professionalism:
demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in