Senior IT Officer

Senior IT Officer

(Senior IT Analyst)

DIVISION: Operations

TEAM: MENA IS Support Department

LOCATION: Flexible

CONTRACT TYPE: Fixed Term

GRADE: D1  

JOB FAMILY:  Information Systems

SALARY: Competitive

HOURS: 40

FLEXIBLE WORKING

We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you.

DIVISION PURPOSE: Partnering across Oxfam GB (OGB) and the confederation, to create an efficient, safe, secure, feminist and partner led working environment, to deliver integrated services and enable organisational evolution based on our values and culture.

TEAM PURPOSE: Our team provide a single point of contact, at an operational level, for the delivery of ‘live’ IS services to a defined customer base. we maintain relationships with all business divisions and endeavour to meet or exceed customer expectations in the delivery of all IS services we support.

JOB PURPOSE: To provide a reliable and customer-centric ‘first point of contact’ for user requests and service incidents across OGB, Oxfam International (OI) and affiliate users and provide an escalation point for the first line Service Desk Analysts for complex, technical issues that cannot be resolved at First Line either due to the complexity of the issue or due to time it takes to complete. To proactively maintain and manage MENA IS systems

POST HOLDER REPORTS TO

Regional IS Manager

JOBS REPORTING TO THIS POST

N/A

BUDGET RESPONSIBILITY

No

DIMENSIONS OF THE ROLE

• Providing business critical technical expertise using a unique knowledge set.
• Communicating with business managers and staff to advise, influence and determine operational business needs.
• Implementing agreed IS strategies and policies that may include managing relationships with external organisations.
• Advising senior management on specialised areas of expertise including the mentoring of other staff members.
• Solving operational/technical problems within their own area of expertise which may often be complex.
• Impact is significant across Oxfam in own discipline.

KEY RESPONSIBILITIES

• Provide support to all Oxfam staff, visitors, and travellers
• Act as an escalation point for first line Service Desk for complex, technical issues
• Provide Third line support for MENA region and Oxfam where appropriate and communicate business criticality and impact
• Manage, support, and proactively maintain Oxfam MENA IS systems
• Ensure that no illegal or unsupported software is installed on Oxfam equipment
• Participate in the ITIL Problem Management process where appropriate (includes both reactive and proactive modes) to ensure that disruption to business systems is minimised
• Perform thorough analysis of all incidents to ensure that underlying trends and root causes are identified and permanently resolved.
• Regular travel to Lebanon offices and travel to other Oxfam locations per request is required

Most importantly, every individual at Oxfam GB needs to be able to:

• Live our values of INCLUSION, ACCOUNTABILITY and EMPOWERMENT (read more about these here).

• Ensure you commit to our ORGANISATIONAL ATTRIBUTES (including adhering to the Code of Conduct):

1. Be committed to our feminist principles, and to applying them in your day-to-day behaviour and your work. Be ready to keep learning, with accountability to those who experience oppression as a result of their identities, such as their gender, race/ethnicity, disability, class, or LGBTQIA identity."

2. Be committed to undertaking Oxfam’s safeguarding training and adhering to relevant policies, to ensure all people who come into Oxfam are as safe as possible.

Experience, Knowledge & Competencies

Essential

Technical knowledge requirement:

• Office 365 Administration level Tier 3, Power scripts, Reporting, Security and Management (Tier 4 desirable)
• Networks Cloud managed networks, LAN, WAN, VPN, Firewalls, Routing and Security (Meraki Cisco desirable)
• SCCM experience
• Azure administration
• Intune experience

For this role, we have selected the most relevant feminist leadership practices which we will use for assessment purposes (which you can read more about here):

• Self-Awareness
• Systems Thinking
• Relationship building

In addition:

• Clear and concise communication skills
• Strong problem-solving skills

• Ability to mentor analysts providing 3rd tier support, knowledge transfer and training
• Ability to develop detailed documentation and maintain a knowledge base.
• Able to support change via project implementation and transition

At interview, shortlisted candidates will also be assessed on our values and organisational attributes, as outlined above.

Desirable

• Certification in ITIL or equivalent qualification
• Scripting experience (PowerShell, batch script)
• A fundamental understanding of cloud technologies (PaaS, SaaS, IaaS) – esp. Microsoft Azure

Safer recruitment: All offers of employment are subject to satisfactory references and appropriate screening checks (which can include counterterrorism, safeguarding and criminal records checks). You can find out what this means here.