Learning Technology Officer
il y a 2 semaines
**Grade**: P3
**Contractual Arrangement**: Fixed-term appointment
**Contract Duration (Years, Months, Days)**: 2 years
**Job Posting**: Apr 3, 2024, 6:31:07 AM
**Closing Date**: Apr 24, 2024, 4:59:00 PM
**Primary Location**: France-Lyon
**Organization**: HQ/ACD WHO Academy
**Schedule**: Full-time
**OBJECTIVES OF THE PROGRAMME**:
The World Health Organization's Academy (‘The Academy') is a new state-of-the-art learning institution that aims to revolutionize lifelong learning for health impact and reach million learners around the world. Based in Lyon, France, the Academy Campus will offer a wide range of learning modalities (on-line, face-to-face and blended); digital, in-person learning via the hub in Lyon or through the campus network, as well as portable learning laboratories designed for contexts where participants cannot travel or access the digital learning platform. The Academy is an integral part of the WHO under the management authority of the Director-General. The overall goal of the Academy is to advance the learning and human development component of WHO's General Programme of Work (GPW) and health sustainable development goals. More specifically the Academy will: enhance the competencies of millions of people through cutting-edge digital learning and hybrid learning, including leaders, practitioners, catalysts and lay people. The WHO Academy will deliver advanced digital and in-person learning to health policy practitioners, health workers and WHO workforce. The Academy campus will be officially launched in Autumn 2024 as a global initiative combining the latest technologies in digital and remote learning with advancements in adult learning science to offer innovative, personalized and multilingual learning that meets priority needs.
**DESCRIPTION OF DUTIES**:
The Learning Technology Officer (Operations and Support) responsibilities include (but not limited to):
- Lead the learning technology operations support of the Academy team in providing end-user support, ensuring prompt resolution of IT issues.
- Coordinate support activities together with the IT Service Desk, including ticket management, prioritization, and escalation, to maintain service levels and meet end-users expectations.
- Oversee the maintenance of learning technology systems, including hardware, software, and network infrastructure, to ensure optimal performance and reliability.
- Implement routine maintenance tasks, such as updates, patches, and backups, following best practices and security guidelines.
- Collaborate with internal IT teams and external vendors to address complex technical issues and implement system upgrades or enhancements.
- Communicate effectively with end-users, providing technical guidance, training, and updates on IT-related matters.
- Identify opportunities for process improvements and efficiency gains within the learning technology support function, proposing and implementing solutions to enhance service delivery.
- Maintain accurate documentation of learning technology assets, configurations, and support activities, ensuring compliance with organizational standards and policies.
- Stay abreast of emerging technologies and industry trends in learning technology support and maintenance, seeking opportunities for professional development and skills enhancement.
- Foster a culture of continuous learning within the support team, providing mentorship and training to enhance technical competencies and service delivery.
- Implementing proactive monitoring solutions to detect and address potential issues before they escalate, minimizing downtime and disruptions to end-users.
- Collaborating with relevant stakeholders to develop and maintain disaster recovery and business continuity plans, ensuring the Academy's learning technology infrastructure is resilient and prepared for unexpected events.
- Facilitate consistent communication and reporting to stakeholders, ensuring they are regularly informed and have increased visibility on critical aspects including Key Performance Indicators (KPIs), emerging trends, Service Level Agreements (SLAs), and customer satisfaction metrics.
- Additionally, oversee the creation, maintenance, and updating of comprehensive documentation pertaining to all activities and practices within the WHO Academy, ensuring accuracy and relevance to support ongoing operations effectively.
- Other duties and responsibilities as assigned by supervisor.
**REQUIRED QUALIFICATIONS**:
**Education**:
**Essential**: University degree in computer science, information systems, mathematics, statistics or other related field relevant to the position.
**Experience**:
**Essential**:
- At least five years of progressively responsible experience in IT support system implementation and/or operations of information support systems.
- Experience in the preparation of IT cost estimates/budgets and reporting.
**Desirable**:
- Experience supporting the implementation of ICT policies, governance fra
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