LOCATION: Nairobi

CONTRACT TYPE: Open Ended

INTERNAL JOB GRADE: C2

DEPARTMENT and TEAM: Operations – Information Systems

SALARY: TBC

HOURS (FTE) 36 hours/week

FLEXIBLE WORKING

We believe flexible working is key to building the Secretariat of the future, so we’re open to talking through the type of flexible arrangements which might work for you. We think this role would work particularly well in hybrid setting (combination of office-based work in the Nairobi Oxfam International HQ and remote-work).

COMMITMENT TO DIVERSITY AND INCLUSION

We are committed to ensuring diversity and gender equality within our organization.

BACKGROUND AND RATIONALE:

DEPARTMENTAL PURPOSE:

The Oxfam International Operations Department includes a range of functions including; Safeguarding, Finance, People and Culture, IT Systems, Risk and assurance, and Legal. These functions provide safe and inclusive operational services that enable the Confederation to have greater impact and support the delivery of the OIS strategy. This to be achieved through the management and continual improvement of Oxfam International Secretariat’s key operational functions. This includes the provision of services and support to OI (OIS and Countries and Region); coordination of these functions across the Confederation to facilitate greater efficiencies, harmonization of services for improved quality and consolidation of key operational data; operational support to countries and regions, in close partnership with Oxfam Affiliates.

TEAM PURPOSE:

In conjunction with internal and external partners, the Information Systems team builds simplicity, transparency, and trust across the Confederation through the alignment, design, implementation and operation of safe and robust information systems and collaboration tools that adapt to Oxfam’s ever-evolving needs.

JOB PURPOSE:

The IT Operations Senior Analyst is responsible for providing efficient solutions to all end user IT requests and service incidents across Oxfam International and ensures proper functioning of the organization’s IT hardware and software.

In addition to IT support for Oxfam International employees, the role also provides support to the entire Oxfam confederation for our shared Office 365 tenant and other global applications.

The role includes service management and reporting, problem and incident management, user liaison, desktop support as well as updating documentation and proposing new standards.

ROLE REPORTS TO

IT Operations Manager

ROLES REPORTING TO THIS POST

None

BUDGET RESPONSIBILITY

No

KEY RESPONSIBILITIES

The remit of the IT Operations Senior Analyst is to:

• Act as an escalation point for the affiliate IT teams by providing Global Tier 4 support for Office 365, Intune and Entra ID tasks. This role will be expected to solve operational/technical problems within their own area of expertise which may often be complex.
• Provide Tier 4 technical support to the Global Microsoft Sentinel Workspace that is used to log Information Security Incidents and events for the affiliates that have onboarded to the service.
• Providing business critical technical expertise using a unique knowledge set to the Global IT shared services on a weekly rota for the wider Oxfam confederation, providing resolution or escalation of requests through first to fourth line support tasks.
• Advising senior management on specialised areas of expertise including training and mentorship of OIS staff and affiliate IT Officers respectively.
• Identify support trends and bottlenecks in the Information Systems operations team and escalate them to the IT Operations Manager for appropriate action.
• Perform thorough analysis of all incidents to ensure that underlying trends and root causes are identified, permanently resolved, and documented.
• Participate in the Problem Management process where appropriate (includes both reactive and proactive modes) to ensure that disruption to business systems is minimized.
• Timely resolution of the IT incidents and requests raised by Oxfam International staff escalating and coordinating as necessary to the third line support teams.
• Ensure service delivery performance across all supported services is monitored, reported, and meets defined Service Level Objectives.
• Perform and propose improvements to routine maintenance activities for OIS and Global Shared Services following a weekly rota.
• Implement the agreed IS policies, procedures, and best practices either directly or in collaboration with other OIS teams, Affiliates and external stakeholders.
• Contribute to the development and maintenance of knowledge artefacts throughout the service delivery life cycle including the definition of Standard Operating Procedures.
• Managing the deployment, maintenance, and upgrade, of OIS IT systems, including servers, PCs, operating systems, hardware, software, and peripherals across all OIS offices and personnel.
• Provide Induction and training to users in all services and technology within the team’s remit.
• Offer technical guidance to virtual meetings and, where needed, provide physical support to big conferences.
• Maintain the IT asset register for OIS hardware and ensure disposal is done in compliance with the safe electronic and electrical waste standards.

PERSON SPECIFICATION

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

• Live our values of INCLUSION, ACCOUNTABILITY, EMPOWERMENT, COURAGE, SOLIDARITY and EQUALITY (read more about these here)
• Ensure you commit to our ORGANIZATIONAL 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

• Significant demonstrable IT experience at an operations role.
• Experience in working in an enterprise IT environment, having performed operational and break/fix activity.
• Proven experience working with and administering Case Management Systems such as ServiceNow.
• Proven experience in supporting end users and key stakeholders remotely.
• Proven experience administering users in Active Directory and Microsoft Office 365 Exchange
• Experience in frontline support for Salesforce
• Ability to coordinate with multiple internal teams and third-party software vendors as needed for resolution of business-impacting problems.
• Display effective coordination skills.
• Strong problem-solving skills

The successful candidate will have excellent communications skills in both written and spoken English. They should be organized and able to work under pressure and should demonstrate a track record of going beyond the expectations of their customers and stakeholders.

Desirable

• Experience administering cloud content platforms such as Box.com
• Experience administering other enterprise SaaS services.
• Experience with the implementation and administration of Microsoft Teams
• Experience with PowerShell scripting
• Knowledge of ITIL v3/v4