Information Technology Officer (Digital Solutions, CRM)

The Information Technology Officer will provide expertise for implementation or evolution of key digital solutions, focusing on FAO's Customer Relationship Management (CRM) platform and related technologies. The role involves managing digital services and technology solutions to support organizational requirements, ensuring timely delivery, support, continuous improvement, and adherence to technical and security standards.

Responsibilities

• 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.
• 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 with FAO CSI Security team and ensures that remediation actions and controls are adequately implemented.
• Maintains the relevant Business Continuity Plans (BCP) in consultation with all the stakeholders.
• Ensures the change management and release management processes are strictly followed.

Requirements

• Advanced university degree (Master's degree or equivalent) in computer science, information technology, information systems, software engineering, electric or electronic engineering, mathematics, statistics, business management or a related field.
• Seven years of relevant experience in managing teams, information technology and business processes in domain of Customer Relationship Platform (CRM), preferably based on Salesforce.
• Working knowledge (full proficiency - level C) of English and intermediate knowledge (intermediate proficiency - level B) of another official FAO language (Arabic, Chinese, French, Russian or Spanish).
• Work experience in more than one location or area of work, particularly in field positions.
• Extent and relevance of experience in managing large scale CRM environments, preferably in a public sector or international organization.
• Extent and relevance of experience in business process automation and Partnership Engagement processes and technology, using CRM (Salesforce or similar).
• Experience with ERP (such as Oracle), Analytics (OAC, Tableau) and ServiceNow is an asset.
• Extent and relevance of experience in managing highly skilled teams in a hybrid cross-platform environment.
• Extent and relevance of experience in managing business stakeholders and technology partners.
• Extent and relevance of experience with providing services to clients.
• Knowledge and certification of ITIL (Information Technology Infrastructure Library) is an asset.
• Demonstrated experience in drafting reports and documents in the required languages.
• Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset.

Skills

• Client Relationship Management
• Salesforce
• Business Process Automation
• Partnership Engagement
• ERP Systems
• Oracle
• Data Analytics
• OAC
• Tableau
• ServiceNow Experience
• ITIL
• Team Management
• Hybrid Cross-Platform Environment
• Stakeholder Management
• Technology Partner Management
• Client Service Delivery
• Report Writing
• Digital Solutions Implementation
• Information Technology Management

Languages

English, Arabic, Chinese, French, Russian, Spanish