Consultant – IT Operations and Technology Integration Specialist (Local – HQA & LFO)
Job Opening
Job Opening ID: 225949
Job Network : Information and Telecommunication Technology
Job Family : Information Management Systems and Technology
Category and Level : Consultants, CON
Duty Station : AMMAN
Department/Office : United Nations Relief and Works Agency (UNRWA)
Date Posted : Jan 18, 2024
Deadline : Jan 31, 2024

Result of Service
UNRWA Digital Impact, Technology and Innovation Department (DITID) is seeking IT Operations and Technology Integration Specialist, who will be responsible for designing, implementing, and maintain-ing Microsoft 365 solutions, Unified Communications, a call center. The incumbent needs to have a sol-id experience in Microsoft 365, ITIL, service design and configuration management. This role involves working closely with Service Delivery and Infrastructure engineers, and other stakeholders.
The consultant will report administratively to the Head of the End-User Service Delivery Office.
Work Location
Amman – Jordan & Beirut – Lebanon
Expected duration
up to 11 months
Duties and Responsibilities
DUTIES AND RESPONSIBILITIES
The consultant will report administratively to the Head of the End-User Service Delivery Office. the selected IT Operations and technology Intergration Specialist consultant will be responsible for the following tasks:

1. Implementation of Microsoft 365 projects:
• Researching and implementing Microsoft 365 functionalities, in particular the function-alities of the E5 license, Microsoft Teams and Azure AD.
• Analysis of the best practice and improvement of the configuration of the Azure ten-ant.
• Support for desktop management via Microsoft Intune.
2. Unified Communications:
• Leverage advanced technical expertise in unified communications, including Microsoft telephony and unified cloud communication solutions, to elevate and optimize com-munication systems.
• Implement and uphold unified communications solutions, ensuring efficient and seam-less communication across the organization.
3. Centralization of Laptop Procurement/Asset Inventory:
• Formulate and execute procedures for the centralized procurement of laptops.
• Configure ManageEngine to ensure effective management of asset inventory.
4. CMDB – ManageEngine Configuration and Analytical Excellence:
• Configure ManageEngine for the Configuration Management Database (CMDB) to guarantee accurate and up-to-date information.
• Conduct analytical work to enhance CMDB functionality and ensure data accuracy.
5. Call Centre:
• Develop operational procedures for the efficient functioning of the call center.
• Implement best practices for cloud call centers, including global service center de-ployment.
• Research and assess technology solutions to optimize call center performance.
6. User Onboarding:
• Execute technical tasks to seamlessly transition user onboarding processes to Azure Active Directory (Azure AD), incorporating MS365 identity management.
• Conduct analytical work to rectify data discrepancies in user onboarding processes.
• Research and implement A5 for privileges to fortify user onboarding security and effi-ciency.
7. Performs other duties as may be assigned by the supervisor.

DELIVERABLES:

– 1st month:
Office365 Migration from A3 to A5.
– 2nd month:
– Session border controller implementation (SBC) – MS Teams telephony.
– 3rd, 4th & 5th month
1- Preparing Call Centre RFP, including design and evaluation criteria according to best practice and presenting to ARB for approval.
2- Implement the call center agency-wide. (3rd, 4th & 5th months)
– 6th & 7th month
1- CMDB configuration using current ITSM.
2- Implement a cloud printing solution for HQA printers.
– 8th & 9th month
1- Build the script to migrate HQA devices automatically from the on-prime domain controller to AZ AD.
2- Lead the migration project at the HQA level.
– 10th & 11th month:
1- Lead the Software Asset management and inventory using the current ITSM sys-tem.
2- Building a process on ITSM to track the centralized software and hardware purchase requests .
Qualifications/special skills
DUTIES AND RESPONSIBILITIES
UNRWA Digital Impact, Technology and Innovation Department (DITID) is seeking IT Operations and Technology Integration Specialist, who will be responsible for designing, implementing, and maintaining Microsoft 365 solutions, Unified Communications, a call center. The incumbent needs to have a sol-id experience in Microsoft 365, ITIL, service design and configuration management. This role involves working closely with Service Delivery and Infrastructure engineers, and other stakeholders.
The consultant will report administratively to the Head of the End-User Service Delivery Office.

DESCRIPTION OF DUTIES AND RESPONSIBILITIES
1. Implementation of Microsoft 365 projects:
• Researching and implementing Microsoft 365 functionalities, in particular the functionalities of the E5 license, Microsoft Teams and Azure AD.
• Analysis of the best practice and improvement of the configuration of the Azure ten-ant.
• Support for desktop management via Microsoft Intune.
2. Unified Communications:
• Leverage advanced technical expertise in unified communications, including Microsoft telephony and unified cloud communication solutions, to elevate and optimize communication systems.
• Implement and uphold unified communications solutions, ensuring efficient and seam-less communication across the organization.
3. Centralization of Laptop Procurement/Asset Inventory:
• Formulate and execute procedures for the centralized procurement of laptops.
• Configure ManageEngine to ensure effective management of asset inventory.
4. CMDB – ManageEngine Configuration and Analytical Excellence:
• Configure ManageEngine for the Configuration Management Database (CMDB) to guarantee accurate and up-to-date information.
• Conduct analytical work to enhance CMDB functionality and ensure data accuracy.
5. Call Centre:
• Develop operational procedures for the efficient functioning of the call center.
• Implement best practices for cloud call centers, including global service center deployment.
• Research and assess technology solutions to optimize call center performance.
6. User Onboarding:
• Execute technical tasks to seamlessly transition user onboarding processes to Azure Active Directory (Azure AD), incorporating MS365 identity management.
• Conduct analytical work to rectify data discrepancies in user onboarding processes.
• Research and implement A5 for privileges to fortify user onboarding security and efficiency.
7. Performs other duties as may be assigned by the supervisor.

MINIMUM QUALIFICATIONS AND EXPERIENCE
• University degree from an accredited educational institution in Information Systems, Computer Science, Software Engineering, or a related field.
• At least 6 years of progressive experience as Microsoft Platform/AWS, identity and management experience or 4 years with advanced university degree.
• Knowledge of the Microsoft 365 environment and/or the on-prem Microsoft Domain infrastructure.
• Understanding of unified communications technologies.
• Knowledge of the concepts of ITSM, CMDB and asset management.
• Knowledge of call center operations and associated technologies.
• Good understanding of Azure AD for user onboarding, including MS365 identity management.
• Strong analytical skills for effective problem-solving and process improvement.
• Excellent teamwork and communication skills, with the ability to collaborate effectively with diverse stakeholders.
• Fluency in written and spoken English is required. Knowledge of Arabic is an advantage.

COMPETENCIES
• Analytical Thinking
• Technological Awareness
• Results Driven/ Goal Oriented
• Teamwork and Collaboration & Communication Skills
• Continuous Learning
• Creativity and innovation
• planning and organizing skills;
• Solving problems.
• Strong analytical and critical thinking skills.

DESIRABLE QUALIFICATIONS
• Azure certifications, e.g. AZ-900 Microsoft Azure Fundamentals
• ITIL certifications
• Hands-on experience with unified communication and call centers

CONDITIONS OF SERVICE
• The selected candidate will be based in UNRWA HQA Amman – Jordan.
• The duration of the Contract is up to 11 months, and the possibility of extension is subject to the availability of funds, continuing need, and satisfactory performance.
• The selected candidate will receive monthly fees of JD1098.90, equivalent to the UNRWA Jordan salary scale.
• At least 6 years of progressive experience as Microsoft Platform/AWS, identity and management experience or 4 years with advanced university degree.
• Knowledge of the Microsoft 365 environment and/or the on-prem Microsoft Domain in-frastructure.
• Understanding of unified communications technologies.
• Knowledge of the concepts of ITSM, CMDB and asset management.
• Knowledge of call center operations and associated technologies.
• Good understanding of Azure AD for user onboarding, including MS365 identity management.
• Strong analytical skills for effective problem-solving and process improvement.
Languages
● Fluency in written and spoken English is required. Knowledge of Arabic is an advantage