HD, Field Information Management and Technology Office, At UN Relief and Works Agency for Palestine Refugees in the Near East

Leads the Field Information Management and Technology Projects in accordance with
Agency strategy, Information Management Department (IMD) strategy and policies:
Interacts directly with all field office departments’ heads to identify demands; works with
departments to formulate these demands in a structured way, using agency’s standard
templates, covering scope, time and cost of possible solutions to satisfy the demand;
Works with the Enterprise Architect in HQA to develop proposals for field specific IT
solutions in accordance with the agency standards and architectural framework;
Performs feasibility studies, requirement specifications, budget estimates, design and
implementation plans;
Represents the Field Office in the Demand Management Committee and presents field office
specific demands;
Manages IT projects respecting the triple constraint (resources, scope and time) approved by
the Demand Management Committee and the IMT Governance Board. Reports regularly to
the Agency’s PMO on the status of the projects;
Establishes close collaboration with field office departments to oversee all IT projects and
services and acts as an escalation focal point;
Negotiates with the vendors, outsourcers, and consultants and oversees service agreements;
Leads the Field Information Management and Technology Services in accordance with
Agency strategy, IMD strategy and policies:
Implements and ensures the field office compliance to Service Management Framework
adopted by the agency (e.g. ITIL). Ensures compliance to all service management process,
including , but not limited to, Incident Management, Request Management, Problem
Management, Change Management;
Develops KPIs for Service Desk operations. Monitors KPIs and works towards betterment of
services by improving the KPIs;
Oversees the provision of end-user services, including help desk and technical support
services;
Manages the Field Office Configuration Management Database and practices asset
management for IT hardware, software, and equipment;
Contributes to the Knowledge Management Database by sharing Field Office input;
Oversees the provision of IT services to field management, departments, and end users in all
field installations for the daily use of IT equipment, systems and services;
Leads the development and support of field office applications by managing the software
development lifecycle of the field specific applications, including systems analysis of the
subject area, programming, testing, implementation and support;
Leads the Field Office IT Operations:
Monitors the operation and performance of deployed information and communications
technologies;
Plans for and reports on projected capacity requirements, analyses and resolves problems,
and, where necessary, refers the technical solution to computer vendors, Field management,
or HQ IMD to ensure smooth operation of IT systems and infrastructure in the field office;
Plans, organizes and oversees the field IT infrastructure management in terms of operations
and installations, and the operations and maintenance of the field IT computing data center
and telecommunication infrastructure in support of Agency and field business needs;
Works with the Senior Information Security Officer to implement Information Security
measures, Disaster Recovery and Business Continuity;
Leads the Field IMT Office:
Provides leadership and work direction to the IMT Department staff; develops work plans,
monitors work progress and assesses staff performance; provides and monitors provision of
advice and technical support to Field management, departments and users on all IT related
issues;
Prepares and monitors Field IMT Office biennium budget and expenditures and advises field
department heads on IMT budget requirements within their departments;
Plans, organizes and controls the use of information management and technology resources
for the support of all Field Departments at all locations; promulgates to all users of IT systems
the appropriate operations and standard procedures, ensuring that such procedures are current
and enforced;
Manages and coordinates for effective collaboration with other United Nations agencies and
other entities in order to maximize possibilities of inter-agency collaboration in the field of IT
and Telecommunications;
Performs other duties as may be assigned by the supervisor(s).