Consultant - IT Services Support

Organizational Setting

The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises hardware and software platforms, and cloud and externally hosted services. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.
The Client Services Section (CSS) is responsible for setting standards, providing first and second level support of the IAEA's desktop computing environment, delivery of the IAEA's IT training programme and promoting client-oriented services. It designs, manages and implements desktop services, including their architecture, processes and policies to meet current and future business requirements. It aims at achieving the delivery of agreed levels of services to clients in compliance with best practices defined by international standards, in particular ITIL.

Main Purpose

To provide IT technical expertise related to maintenance of in-house technology solution on billing system and MS Teams integration with the telephony.
The consultant will be located in the Client Service Section – Services Delivery Unit.

Functions / Key Results Expected

Under the supervision of Unit Head MTIT CSS Service Delivery the consultant will be performing the following functions:
- Research and documentation of all hardware and software applications in use by IAEA staff;
- participate in automation of the telephone billing system;
- participate in the project to decommission legacy telephony components namely SAMWIN;
- participate in the day-to-day task of IT Service desk and identify potential automation and efficiency scenarios;
- Analyse technologies and processes used for conducting hybrid events, support such events hosted by IAEA.

Qualifications and Experience

• Bachelor's Degree in a related field is required.

• In exceptional cases, relevant professional certifications (e.g. ITIL Foundation), technical qualifications, and proven relevant experience may be considered in lieu of the degree.
• Hands-on experience and familiarity with end user device software and hardware for a minimum of 5 years.
• Experience in reviewing and interpreting telephone billing data, including telecommunications usage, billing records, cost recovery and cost information. Ability to identify anomalies, highlight issues, validate information, and provide summaries and reports to support operational and financial decision-making.
• Knowledge and experience in emerging technologies such as cloud computing, mobile device management is an advantage;
• Expertise and / or understanding of telephony systemsand knowledge in integration of MS Teams with telephony systems;
• Hands-on experience on billing solutions and related automation capabilities;
• Organizing skills: Ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking.
• Excellent written and oral command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian, Spanish) is an asset.

Remuneration

The remuneration for this consultancy is a daily fee of up to a maximum of € 180, based on qualifications and experience. In case duty travel is required within the assignment, a daily subsistence allowance (DSA) and travel costs are provided. Health coverage and pension fund are the responsibility of the incumbent.