Information Technology Officer (Digital Solutions, CRM)

Descrizione

Information Technology Officer (Digital Solutions, CRM) Sintesi in italiano (traduzione automatica): L'organizzazione FAO cerca un Information Technology Officer per la Divisione Digital FAO e Agro-Informatics (CSI) con sede a Roma. Il candidato sarà responsabile della gestione e dell'implementazione di soluzioni digitali, in particolare della piattaforma di Customer Relationship Management (CRM) dell'ente. Le mansioni principali includono la pianificazione e la consegna di servizi digitali, la gestione del ciclo di vita delle soluzioni IT e la promozione di programmi di miglioramento dei servizi. Sono richiesti un titolo di studio pertinente, esperienza nel settore IT e competenze in gestione di progetti, negoziazione e monitoraggio delle performance. È fondamentale la capacità di lavorare in team e di collaborare con diverse funzioni all'interno dell'organizzazione. La posizione richiede anche la gestione di risorse finanziarie e umane, oltre alla promozione della sostenibilità nelle operazioni quotidiane. Organizational Setting The Digital FAO and Agro-Informatics Division (CSI) is responsible for all Information Technology (IT) activities within the Organization. CSI defines FAO Information Technology (IT) policies, strategy, IT architecture and standards and is responsible for the provision of digital products and services utilized to deliver the mandate of the Organization and support its operations worldwide. CSI manages and supports a set of corporate digital products and services which collectively comprise the FAO Digital Workplace utilized by personnel across the Organization worldwide to access and utilize Organizational digital resources and data in order to perform their work regardless of location or time zone in a secure manner. The position is located in the Digital FAO and Agro-Informatics Division (CSI) at FAO headquarters in Rome, Italy. Reporting Lines The Information Technology Officer reports to the Senior Information Technology Officer (Digital Solutions), works under the overall guidance of the Director (CSI) and in close collaboration with the assigned CSI Team. Technical Focus Providing expertise for implementation or evolution of key digital solutions, including business changes and technology/infrastructure upgrades. Ensuring timely delivery, support, continuous improvement and adherence to best practice technical and security standards. This primarily refers to FAO Customer Relationship Management (CRM) platform and technologies and key processes in the domains of partnerships, programme planning and communications. Key Results Planning, management and delivery of digital services and technology solutions to ensure reliable and effective support to Organization's requirements. Key Functions Manages the assigned programme of work, ensuring that it is consistent with the overall strategic vision and enterprise architecture, and that it meets the Organization and CSI’s priorities. Addresses and resolves issues resulting from programme of work interdependencies/gaps, as needed. Represents CSI Division in stakeholder discussions, representing divisional interests in the areas of direct responsibility. Negotiates contractual and service agreements for provision of digital products and/or services. Promotes and implements service improvement programmes and initiatives to ensure the Division is well placed to meet dynamic business needs. Monitors, audits and reports on service performance to foresee, identify and address areas of risk, and ensures compliance with agreed service level expectations. Manages the assigned IT solutions and services life cycle from initial analysis of business needs to delivery and on-going support and maintenance in line with organizational and CSI Division policies, standards, and procedures. Manages the assigned financial and human resources. Identifies, assesses and manages risks, proposing mitigation activities as required. Promotes cross-functional information sharing and collaboration by working with other teams within CSI division and business teams within the organization. Identifies resource requirements, develops budgets and work plans, and advocates for additional human resources. Coordinates and ensures initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization's daily operations. Performs other duties as required. Specific Functions Coordinates teams in ensuring efficient maintenance and support of FAO's CRM environment. Leads continuous improvements of FAO's CRM environment in cooperation with key stakeholders, ensuring that it meets business requirements, while at the same time ensuring that technical teams follow adequate technical standards in delivering changes and new functionalities. Coordinates teams in delivering solutions on Salesforce and Service Now platforms. Identifies security risks and in cooperation