Software Support Assistant At SOS Children’s Villages International

SOS Children’s Villages International is the umbrella organisation for the global federation of SOS Children’s Villages. As a non-governmental social development organisation we support children without parental care and families in difficult living conditions through services in care, education, health and emergency relief, and we advocate for the rights of children and young people, in alliance with a great diversity of partners. We work in 135 countries and territories, reaching over one million children, young people, families and caregivers each year. To support us with this important responsibility we are now looking for a committed

7) Mission of the functional area

Please provide a brief summary of the functional area and its strategic objectives, which reflects the mission/mandate.

GSC programme management services support MAs to lead quality and results-based programmes that have a locally relevant impact with full local ownership and are in accordance with donor and federation requirements. The GSC provides specialized support on programme planning, monitoring, evaluation and sharing learning across programmes.

8) Purpose of the position

Please provide a brief description of the general purpose of the position, and give an overview of why this job exists and what the contribution to SOS Children’s Villages’ Mission is.

The Programme IT systems team provides systems for programme staff and aggregates data for reporting on all levels of the Federation to inform evidence-based decision-making. These systems include PDB2 (Programme Database) for case management, ProDIGI for programme and project management, and the Programme Compass App for combined Power BI reporting.

The Software Support Engineer (SSE) is primarily working in the shared service center by providing first level user support and training to end users [DS1] [SJ2] for systems. For this position, the key end users are the French speaking associations of the federation, though they will also have shared responsibility to the global end users. They may also be involved in system development, depending on the skills and interest.

9) Main duties and responsibilities including key tasks

Description

Please describe up to six primary job tasks, duties and responsibilities for this position.*

Decision Frame

Please describe the kind of decisions that can be taken by this position. You may differentiate between decisions in terms of Responsibility (content-wise) and Accountability (financial, legal). Please also indicate which guidelines/ instructions, if any, are provided.

Manage System Support

• Administrate service desks as the first level support for end user
• Assign licenses and access to users
• Solve common issues
• Maintain good relationship with end users and maintain key user network

General independent work responsibility – with advice from supervisor as needed in some areas of work assignments

Training of Users

• Deliver virtual or in-face trainings to users
• Assist end users in utilizing systems to their fullest potential

General independent work responsibility – with advice from supervisor as needed in some areas of work assignments

Participate in development and maintenance of systems

• Contribute to piloting and rollout of new features

Partially independent work responsibility – with advice from Team Leader and BAs as needed in some areas of work assignments

Share descriptive programme statistics using power BI

Partially independent work responsibility – with advice from Team Leader and DA as needed in some areas of work assignments

NB : The list of tasks is not exhaustive, the assistant could be called upon to work on all relevant tasks in line with his/her profile and according to the needs of the WCNA and ESAF Regional Offices[SJ3]

10) Interaction

With whom does this position interact regularly regarding their work (internally and externally)?

Please list the relevant positions, teams & stakeholders

Interaction nature & frequency

Please summarize the nature & frequency how this position communicates and cooperates within the team & outside to achieve objectives.

IOR M&E Advisor

Supervised, Daily

IO Programme IT System Team Leads[DS4]

Supervised, Daily

IO Programme IT System Team (BAs, SAs, SSEs, etc)

Collaborative development, Daily/Weekly

ProDIGI, PDB2 and Data developers

Collaborative development, Daily/Weekly

Global End Users

Provide support, Daily

11) Supervision of position

Please indicate number and title(s) of direct and indirect reports

Direct reports

–

Indirect reports

–

12) Challenging working environment and efforts required

If applicable for the position, please list the challenging working conditions as well as the effort required. Please also mention frequency and intensity.

Business ratios and indicators

13) Business ratios/critical quantities

Ratios relevant for this position (e.g. personnel costs, material costs, project budget, funds raised yearly) with quantities and currency.

• nil

14) Success Indicators

Categories of indicators regularly reported to measure the success of the tasks.

• Individual work and development plan
• Service Desk KPIs
• User Satisfaction surveys

Current incumbent (name)

Date, signature employee

Date, signature direct supervisor

For Recruitment purpose

A) Functional competencies (e.g. knowledge, skills, understanding, abilities…)

Please describe the functional competencies required for this position.*

Essential

Required competency level (incl. notes)

User Support ticketing system (e.g. Jira)

Advanced

MS Excel

Expert

Good communication and presentation skills

Advanced

Organisation

Expert

Desirable

Required competency level (incl. notes)

Salesforce Administration

Basic

Power BI

Basic

SQL

Advanced

Scrum/Agile project management

Basic

B) LEAD competencies

Please fill in up to 5 competencies that are most relevant for the present position and specify the required competency level (i.e. basic – advanced – expert).*

LEAD competency

Required competency level (incl. notes)

Cooperating effectively and efficiently

Expert

Attention to Detail

Advanced

Communicating effectively

Advanced

C) Education qualifications

Relevant bachelor’s degree in IT related field or equivalent technical training from certified institute

D) Experience (essential and desirable)

Essential:

· 1-2 years’ experience in customer support

· Proven track record in software development projects

· Presentation and communication skills

Desirable:

· Salesforce Administration

· Data visualization (Power BI)

· Scrum

E) Language skills (essential and desirable)

Please describe the language skills, indicating the level required:

Essential:**

· English, French

F) Key position

o No

Reasons (e.g. strategic execution relevance, financial relevance, key interface to important stakeholders, internal/external availability)

For Position Evaluation purpose

G) Evaluated by:

H) Evaluated on date:

I) Grade

[DS1]It will be good to precise who are the end user and how many countries the person will support

I have added that French speaking associations are the key focus, with shared responsibility to the global user group [SJ2]

I’m uncomfortable with this clause. It opens the door to the person being pulled in any direction that may not be in line with the overall strategy. [SJ3]

[DS4]IOR M&E team [DS4]

This position as said before should be supervised by IOR not IO or have 2 lines of supervision otherwise it will not work