SOS Villages d’Enfants International est l’organisation faîtière de la fédération mondiale des SOS Villages d’Enfants. En tant qu’organisation non gouvernementale de développement social, nous soutenons les enfants privés de soins parentaux et les familles vivant dans des conditions difficiles, par le biais de services de soins, d’éducation, de santé et d’aide d’urgence, et nous défendons les droits des enfants et des jeunes, en alliance avec une grande diversité de partenaires. Nous travaillons dans 135 pays et territoires, touchant chaque année plus d’un million d’enfants, de jeunes, de familles et de soignants.
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.
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.
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]
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
Supervision of position
Please indicate number and title(s) of direct and indirect reports
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
Business ratios/critical quantities
Ratios relevant for this position (e.g. personnel costs, material costs, project budget, funds raised yearly) with quantities and currency.
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
- 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
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
Education qualifications
Relevant bachelor’s degree in IT related field or equivalent technical training from certified institute
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
Language skills (essential and desirable)
Please describe the language skills, indicating the level required:
Essential:**
English, French
Key position
No
Reasons (e.g. strategic execution relevance, financial relevance, key interface to important stakeholders, internal/external availability)
For Position Evaluation purpose
Evaluated by:
Evaluated on date:
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
How to apply
If you are interested in this position, please send your detailed e-mail application: CV including 3 references, cover letter and two examples of grants which you have successfully secured (donor, amount, countries, application type) by November 10th, 2021 at the latest to [email protected]
SOS-Children’s Villages International, www.sos-childrensvillages.org/.The position title (Software Support Assistant) must be mentioned in the subject line. Only the shortlisted candidates will be contacted
Closing date : 10 November 2021.
