Functional Analyst

Introduction

The position is located in the Information and Technology Management Department (INFOTEC) and Application Management Services Branch (AMS). INFOTEC is responsible for information management and utilization of technology for the ILO. INFOTEC provides a modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively manage information and use technology to perform its mission. 
    
The position provides expertise in process modelling, software design, implementation and support for custom point and enterprise application solutions including integration and interfacing of information and processes with cloud solutions and other applications. The role acts as a liaison between INFOTEC and business units in determining how to best implement software to streamline, automate and facilitate process efficiency and improvement. A key focus of the position will be to support conference, meeting and facilities management applications.

The position will report to the ERP and Admin Apps Unit Head within the Applications Management Services Branch (AMS).

Specific Duties

1.    Conference Activities: Support applications, solutions, processes and activities to deliver integrated workplace management, organizational meetings, major conferences and voting. Provide onsite support for the successful operation of applications and solutions  including periods outside of regular working hours and during weekends, as required for effective execution of conferences and meetings such as the Governing Body and the International Labour Conference.

2.    Requirements Analysis and Solution Design: Participate in preparing and conducting sessions and workshops to gather requirements. Prepare requirement, functional design and process flow documentation including mock-ups and wireframes for review. Provide information to management and senior analysts on the challenges, issues and solutions suggested.  Brief technical colleagues as needed to explain solution requirements.

3.    Testing: Create draft test plans, scripts and scenarios for integration and system testing.  Conduct testing including entering test transactions and document bugs, issues and enhancement requests in a systematic manner. Monitor their status and retest as needed. Support the user community in conducting User Acceptance Testing (UAT) and liaise with them as needed to ensure the solution conforms with the documented scope and requirements. 

4.    Configuration and Solution Implementation: Utilize appropriate software configuration practices according to accepted standards within the software development lifecycle and methodologies like Information Technology Infrastructure Library (ITIL). Implement process and software solutions related to administrative, conference, meeting and facilities management technologies and solutions.  Prepare configuration and implementation documentation and, in consultation with the supervisor, review consultant’s work.

5.    User Engagement and Training: Prepare and conduct functionality briefings and workshops to user communities. Prepare checklists, FAQs, etc. needed to assist user communities to utilize the implemented solution. Draft training materials and use case transactions.  Provide training and individual support to ensure user understanding. 

6.    User Support: Analyze reported issues. Provide 2nd/3rd level support to deliver solutions to resolve functional/process/ procedural questions, application bugs, custom code errors, etc. Troubleshoot issues by liaising with technical colleagues/consultants, senior analysts and software vendors to resolve the issue. Work within established support norms and SLAs. Document and implement solutions as required to address the issues.

7.    Software Evolution: Research and keep abreast of good practices and developments on software and technology related to business processes within the ILO and make proposals to the supervisor as required.  

8.    Vendor Engagement: Assist Senior Analysts to liaise and follow-up with consultants and vendors with a view to ensuring that services are performed according to standards and billed appropriately. Provide input into procurement-oriented materials including RfPs, vendor evaluations and Terms of Reference. 

9.    Analytics: Analyse existing information and data and propose reporting and analytical enhancements to the supervisor. 

10.    Perform other relevant duties as assigned.      

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1.  Work within project teams and adhere to project management standards including preparation of status reports, project plans, work estimations, etc. Provide inputs to briefing materials and presentations as needed for senior analyst and management review to adhere to the IT governance framework.

2.    Liaise with users to understand their needs and suggest appropriate solutions to ensure client satisfaction and continuous alignment with the user’s business needs.

3.    Utilize AMS standards and processes and procedures when performing daily functions to ensure stability of application functions and supported business processes.

4.    Propose changes to processes, systems and structures and make suggestions to the supervisor on how to best utilize the existing software applications to increase efficiency and effectiveness for the ILO.

5.    Perform impact analysis of new business requirements.  Liaise with customers, consultant partners and software vendors to understand and document requirements, issues and required actions and decisions.  Document analysis and alternative solution suggestions within appropriate documentation. In consultation with the supervisor, provide design suggestions, estimate work effort and develop wireframes/mock-ups of potential solutions.

6.    Prepare draft documentation and maintain all relevant documentation according to published standards and procedures as business requirements evolve.

7.    Perform troubleshooting of functional issues; determine if functional requirements are met by existing software and develop action plans to correct deficiencies; support the Office during cutover and transition to new software releases.

8.    Investigate reported application problems and work with Senior Functional Analysts to test, diagnose and isolate the root cause of problems. Prepare incident reports for further investigation by technical operations and development experts. Coordinate further diagnosis and tests as necessary to assist with and recommend workarounds where appropriate.

9.    Prepare draft training materials and user documentation, and provide training to users.

Required qualifications

Education

First level university degree (Bachelor’s or equivalent) in an information technology related or business/ management field or other relevant field.

Experience

At least three years of professional experience in an IT work area related to the creation, implementation and support of application solutions. Direct experience with conference, meeting and/or facility management solutions is an advantage.    

Languages

Excellent command of English and a working knowledge of French. 

Competencies

In addition to the ILO core competencies, this position requires:

Technical

    
•    Sound understanding of application implementation methodologies and best practices.
•    Sufficient understanding of the relevant business processes, operating strategies, policies and procedures within the UN environment.
•    Capability to gather, document and analyze information.
•    Ability to draw conclusions including impacts and resolution options, define strategies and suggest solutions.
•    Discernment to differentiate which issues are critical to overall organization drivers and which are not.
•    Ability to solve complex functional issues which cross organizational boundaries.
•    Ability to operate within the software development lifecycle and to liaise with team members and partners through the various activities in this cycle. This will include briefings and developing, reviewing and discussing Functional and Technical Designs, Test Scripts/Scenarios, etc.
•    Advanced application software skills including Microsoft Office tools to prepare presentations, spreadsheets, word processing and project management.

Behavioural

•    Effective time and task management skills.
•    Capable of working independently and within a team environment in order to meet deadlines.
•    Excellent verbal and written communication skills.
•    Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.