Application Coordinator

The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org

The main purpose of the Application Coordinator stands in acting as a focal point for any out of catalog requests, ICT Store management and licenses management; s/he will be in charge to supervise and ensure the cohesion of the ICT Store (standard applications catalog available for all ICRC staff) and will address and communicate all related tasks, such as documentation, training and communication, to the concerned ICT or Business Units.

S/he will be a direct link for Business Units and provide necessary analysis and advice of their needs, in line with the End User Computing and ICT guidelines. In this function, s/he will provide necessary guidance for release and license management, thus ensuring proper management of the applications.

She/he will be required to assist with system-related inquiries and problems, diagnosing issues and identifying root causes, and then either solving them or passing them on to the relevant points if they do not lie within her/his area of responsibility. She/he will also liaise with other ICT teams to make them aware of users' feedback and system modifications requested by business users as part of the continual service improvement process.

The Belgrade Shared Services Center is looking for a suitable candidate to fill the following position: Application Coordinator

 (Location Belgrade)

MAIN TASKS

• Responsible as a Process manager of the Out of Catalog requests
  • Centralizes, compiles and analyzes business needs
  • Advises and recommends catalog services when possible as well as helps to define out of catalog budget amount
  • Exchanges with other ICT stakeholders to ensure an integrated approach and response to the business
  • Coordinates implementation of new application services and coordinates with other ICT stakeholders for integration, packaging if required and deployment
  • Advises/Informs Business owners and Service owners on their role and responsibilities as well as defines with business associated decisions: target pop, budget, license number, distribution mode
  • Participates in the integration of the related needs in the capacity management
  • Ensures the link with Customer Experience and Innovation's teams during the analysis phase and redirect the request if necessary
  • Follows up KPI related to Out of Catalog (monthly statistics) and suggest an improvement
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• Application inventory
  • Responsible for a warrant of the ICT Store Services and related associations
  • Accountable for updates and the process to ensure the quality of information related to the Store when an application goes into production
  • Ensures to have a minimum of one Service owner per software and coordinate with the Service Owner the definition of information related to Application Tab along with informing/training them on the use of VSM Light (application tab mainly)
  • Ensures cohesion between ICT Store and VSM light items
• ICT Store
  • Monitors creation and update of Application and Service Cards (quality management), as well as defines and supports the Editorial line
  • Manage publication of Application cards through ICT release management processes, as well as ensures general coherence and workflow management
  • Animate its use (HELP about/training/tutorials), organize training when needed
  • Defines and monitors validation processes & workflows with Service Owners Ensure smooth running of the Store (bug tracking/correction/evolution) in collaboration with Customer Experience
  • Defines and respects KPI linked to the ICT Store, as well as challenges and validates requests for owned applications
• Service Owner
  • Validates and manages transverse ICRC application (needs analysis, license management), as well as follows up applications linked to the attached platform
  • Publishes a newsletter at a suitable frequency according to the needs of communication along with the responsibility for community management of service owners

REQUIRED PROFILE

• Business Management degree with IT Background or Information Technology Engineer degree (or equivalent) with Service Management Background along with a minimum 3 years of professional experience in a similar position
• Good understanding of license management
• Good understanding of workflow design
• Very Good knowledge of the English language (written and spoken)
• Very high capacity to communicate along with the ability to follow several topics simultaneously and to follow them up rigorously
• Excellent ability to work in a team, under pressure and in a complex and multinational environment
• Open-minded, appreciative of novelty and intuition in finding a solution to the various problems that arise

ASSETS

• Good knowledge of the French language (written and spoken)
• A certification in ITIL

WHAT WE OFFER

• Work and progressive professional development in an exciting international environment
• An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
• Stimulating benefits package

If you are interested in this position, please send us your CV and Motivation letter exclusively in English.

Only shortlisted candidates will be contacted.