Job Description:
Trigyn has a contractual opportunity for a ICT Officer. This position is remote.
Responsibilities and Accountabilities
• Using the core competencies, technical work requirements, and donor requirements as
a guide, support the training manager in identifying training priorities, focusing on training that will improve staff capabilities, skills, and technical knowledge.
• Participate in designing training content, videos, workshops, manuals, checklists, glossary, work instructions, and deliver user training for the Operations and Mission Engagement Solutions portfolio.
• Collect evaluations of training sessions to produce demonstrable outcomes and ensure
• continual improvements are made. Regularly follow up with staff who have taken training to measure how the knowledge gained is being applied to their work.
• Participate in both as a technical support person in general and as a trainer for in-house
developed applications.
• Provide technical support by answering support queries while maintaining a high degree of customer service for all support queries and adhere to all service management principles.
• Support the business users and respond to their queries and issues related with the
• Operations and Mission Engagement Solutions portfolio; track tickets and coordinate with Tier 3 level support, subject matter experts (SMEs), and Business Process Owners (BPO) as necessary to fulfil user requests within existing Global User Support standards and procedures effectively.
• Create and maintain documentation of incidents, processes, procedures, and troubleshooting.
• Retain incident ticket ownership; open, update, monitor, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA).
• Participate in the analysis and diagnose issues, identify the root cause of the problems and propose a solution.
• Assist the Business Analysts in analysing performance problems and recommend solutions to functionality, reliability, and/or usability of applications.
• Participate in testing activities, such as but not limited to User Acceptance Testing, Sanity
• Testing, and Regression Testing, for production releases.
• Maintain and regularly update the documentation of Standard Operating Procedures (SOPs), work instructions, solutions, and Knowledge Base related to application support, and contribute to the effectiveness of the support service.
Education
• Master’s degree in Computer Science, 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.
• Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, and Mobile applications, as applicable for the position.
• Valid Microsoft MSCE, ITIL training and certifications are an advantage.
• Relevant Learning and Development qualification or experience in a similar role.
Experience
• Demonstrated experience providing comprehensive training on complex topics to a wide range of cross-cultural audiences, and developing tailored learning materials, including presentations, workbooks, and other learning tools, is required.
• Experience facilitating training in a wide range of training contexts, including in-person, virtual, Elearning and other environments.
• Experience developing training materials utilizing a variety of adult learning methodologies and materials is an advantage.
• Experience with international humanitarian organizations, non-government, or government institutions/organization in a multi-cultural setting, is desired.
• Experience in Helpdesk/ Service Desk or Application Support roles.
Skills
• In-depth knowledge of internally used client applications is required.
• Ability to present ideas in a user-friendly language to non-technical staff and end-users, knowledge of a ticket-tracking system is an advantage.
• Strong customer service orientation: focused on result for the client and responds positively to feedback.
• Good administrative and time-management skills.
• Excellent problem-solving skills; ability to manage complexities.
• Excellent public speaking, facilitation, and teaching skills.
• Comprehensive understanding of adult learning methodologies and a variety of approaches to training development and delivery.
• Strong communicator with ability to engage with all levels across the business.
• Comfortable with presenting and training small teams or 1-2-1.
• Understanding learning and development strategies.
• Attention to detail, ability to organize paperwork methodically.
• Discreet, detail-oriented, and client-oriented, patient and willing to learn new things.
• The ability to work independently, solicit and receive feedback, and manage training activities.
• The ability to coordinate regionally and globally with general and professional staff.
• Proficient in Microsoft Office applications, e.g., Word, Excel, PowerPoint, and Outlook.
Languages
Official languages are English, French, and Spanish, all staff members are required to be fluent in one of the three languages.
For this position, fluency in English is required (oral and written).
Working knowledge of another official language (Arabic, Chinese, French, and Spanish) is an
advantage.
VALUES
All staff members must abide by and demonstrate these five values: Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion. 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 meeting day-to-day challenges. Courage: Demonstrates willingness to take a stand on issues of importance. Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.
CORE COMPETENCIES
Behavioural indicators Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate. Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. 1Competencies and respective levels should be drawn from the Competency Framework of the Organization. Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
MANAGERIAL COMPETENCIES
Behavioural indicators Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential. Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential. Building Trust: Promotes shared values and creates an atmosphere of trust and honesty. Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction. Humility: Leads with humility and shows openness to acknowledging own shortcomings.