Position Title:Senior User Support Assistant
Grade: GS-8
Position No: 0601
Reference:ADB/10/024
Closing date:02/04/2010
Objectives
The provision of support services relating to specific application systems. Support may be
provided both to users of the systems and to service delivery functions such as computer operations and help desk. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance.Grade: GS-8
Position No: 0601
Reference:ADB/10/024
Closing date:02/04/2010
Objectives
The provision of support services relating to specific application systems. Support may be
Problems may be resolved by: - providing advice or training to users about the application systems (functionality, correct operation or constraints), - devising work-arounds, - correcting faults, - making general or site-specific modifications, - updating system documentation, - manipulating data, or - defining enhancements. When necessary in close collaboration with the systems developers.
Duties and responsibilities
- Schedule the work of applications support staff, taking account of individuals' abilities and the requirements of the work.
- Ensure all work is documented using the selected standards, methods and tools, including prototyping tools where appropriate.
- Put in place and maintain procedures and tools for the correct recording and progressing of requests for support.
- Ensure that appropriate application support tools are available and staffs are trained to use them, and that adequate documentation for the applications supported is available and kept up to date.
- Ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
- Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
- Monitor and oversee performance of the applications support activity, reporting on its effectiveness and taking action to remedy deficiencies.
- Liaise with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
- Take responsibility for the acceptance of new releases of applications software from systems development staff or software suppliers.
This Position does not Attract International Terms and Conditions
Selection Criteria
Including desirable skills, knowledge and experience
Selection Criteria
Including desirable skills, knowledge and experience
- Qualifications: At least a Bachelor degree or equivalent in the field of IT;
- Professional Experience: A minimum of 6 years’ relevant experience in a major institution.
- IT skills: Conversant with software such as Word, Excel and Power Point, internal databases and other major IT applications, SRAS, DARMS; familiarity with SAP would be useful; familiarity with project management software would be a clear advantage.
- Communication: strong command of English or French with a working knowledge of the other language;
- Professionalism: good understanding of the functioning, organization and procedures of the Bank; initiative; sound research and problem-solving skills;
- Planning and organization: excellent organizational skills; able to set out priorities for his/her work program; carry out tasks in a timely and efficient manner;
- Team work: Very good interpersonal skills; able to build working relations in a multicultural environment;
- Learning: Welcomes opportunities for continuing education; proactive and responsible attitude to self improvement.
Only applicants who fully meet the Bank's requirements and are being considered for interview will be contacted.
Applicants will only be considered if they submit (preferably electronically, to: recruit @ afdb.org, a fully completed Personal History Form (PHF), available from the Bank’s web site, and attach a comprehensive Curriculum Vitae (CV) indicating date of birth and nationality.
The President, ADB, reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply.
Applicants will only be considered if they submit (preferably electronically, to: recruit @ afdb.org, a fully completed Personal History Form (PHF), available from the Bank’s web site, and attach a comprehensive Curriculum Vitae (CV) indicating date of birth and nationality.
The President, ADB, reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply.
