IUCN manages a large number of grant-making facilities, designed as part of individual projects. Currently, at least 32 projects use grant-making as a delivery mechanism worldwide and the portfolio continues to grow.
The IUCN Grants Management System is an IT solution deployed across the entire IUCN Secretariat to support the grant-making mechanisms of IUCN.
The IUCN Grants Management System Officer will be in charge of onboarding new grant-making facilities, training end-users and managing support to end-users. (S)he will contribute to the technical maintenance and development of the Grants Management System.
Duties:
User Support:
Respond to inquiries from IUCN staff regarding portal functionality and troubleshooting.
Provide guidance on all processes managed via the Grant Management System, including the , application, selection and reporting of grants and assist users in resolving technical issues.
Develop user guidelines and FAQs to enhance self-service support.
Technical Assistance and Issue Resolution:
Identify, document, and report technical issues to the development team.
Conduct initial analysis of reported issues using diagnostic tools such as browser’s development tools or system logs.
Work with the IT team to test and validate bug fixes or new features.
Maintain a log of common issues and solutions for reference.
Training and Capacity Building:
Conduct training sessions for users on portal functionalities.
Contribute to the development of training materials such as videos and step-by-step guides.
System Enhancement and Collaboration:
Assist in user acceptance testing (UAT) for new features.
Provide insights into user experience to ensure continuous improvement of the portal.
Work closely with the Grants Management System Product Manager to suggest improvements.
System administration:
Manage user accounts, including permissions and access control
Monitor and ensure data integrity, including management of backups and monitoring of data storage capacities.
Education:
Bachelor’s degree in information technology, Computer Science, or a related field
Experience:
A minimum of 3 years of experience in managing service desks with ticketing systems (incident management, service request management, customer interaction, knowledge management, incident escalation and coordination, etc.)
A minimum of 2 years of experience in technical support of web applications that includes the following components: SQL databases, HTML, CSS, JavaScript, JSON.
A minimum of 3 years of experience with Agile/Scrum methodologies and practices.
Other skills and competencies:
Strong communication skills in English (spoken and written); French and Spanish are an advantage.
A demonstrated high-level ability to work in a multi-cultural, international organisation, applying high standards of respect, tolerance and support required.
Relationship building and collaboration skills across diverse and matrixed stakeholders and customers.
Ability to surface, prioritize, and balance multiple stakeholder priorities.
Excellent problem solving and analytical skills, including experience leveraging data to inform decision making and independently solving software engineering problems.
Strong experience in understanding business partner and client needs.
Ability to take initiative, exercise good judgment, and resolve complex issues.
Ability to cope with varied workload and flexible working hours, and able to work independently.
Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
