Overview
The Information Technology Officer (Digital Solutions, CRM) role is responsible for providing expertise for the implementation and evolution of key digital solutions, including the FAO Customer Relationship Management (CRM) platform, to ensure reliable and effective support for the Organization's requirements.
Key Responsibilities
- Manages the assigned programme of work, ensuring consistency with strategic vision and enterprise architecture.
- Addresses and resolves issues resulting from programme of work interdependencies/gaps.
- Represents CSI Division in stakeholder discussions.
- Negotiates contractual and service agreements for digital products/services.
- Promotes and implements service improvement programmes.
- Monitors, audits and reports on service performance.
- Manages the assigned IT solutions and services life cycle.
- Manages assigned financial and human resources.
- Identifies, assesses and manages risks.
- Promotes cross-functional information sharing and collaboration.
- Identifies resource requirements, develops budgets and work plans.
- Coordinates initiatives under the Organization's work on the Corporate Environmental Responsibility Strategy.
- Performs other duties as required.
- Coordinates teams in ensuring efficient maintenance and support of FAO's CRM environment.
- Leads continuous improvements of FAO's CRM environment.
- Coordinates teams in delivering solutions on Salesforce and Service Now platforms.
- Identifies security risks and ensures remediation actions and controls are implemented.
- Maintains relevant Business Continuity Plans (BCP).
- Ensures change management and release management processes are strictly followed.
Required Experience
- Seven years of relevant experience in managing teams, information technology and business processes in domain of Customer Relationship Platform (CRM), preferably based on Salesforce.
- Work experience in more than one location or area of work, particularly in field positions.
- Extent and relevance of experience in managing large scale CRM environments, preferably in a public sector or international organization.
- Extent and relevance of experience in business process automation and Partnership Engagement processes and technology, using CRM (Salesforce or similar).
- Extent and relevance of experience in managing highly skilled teams in a hybrid cross-platform environment.
- Extent and relevance of experience in managing business stakeholders and technology partners.
- Extent and relevance of experience with providing services to clients.
- Demonstrated experience in drafting reports and documents in the required languages.
- Extent and relevance of experience in the field of the Corporate Environmental Responsibility is an asset.
Qualifications
Advanced university degree (Master's degree or equivalent) in computer science, information technology, information systems, software engineering, electric or electronic engineering, mathematics, statistics, business management or a related field.
