E-Fish Customer & Technical Support Specialist

IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

FAO seeks gender, geographical and linguistic diversity in its staff and international consultants in order to best serve FAO Members in all regions.

• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture
• Qualified female applicants, qualified nationals of non-and under-represented Members and person with disabilities are encouraged to apply
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values
• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination　　
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality
• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

Organizational Setting

The cooperation between the Food and Agriculture Organization of the United Nations (FAO) and the Government of Ukraine has been designed to reinforce national capacities and to contribute to the broader development of agriculture, sustainable management of forests and fisheries, and animal and plant disease control. FAO is also contributing to building resilience and supporting early recovery in conflict-affected regions by supporting the economic recovery of farmers and rural communities. FAO’s presence in Ukraine has been scaled up across it three offices located in Kyiv, Lviv; Kharkiv and Dnipro under the overall responsibility of the Head of the FAO Office/Designated Responsible Officer in Ukraine.

The recent and large-scale escalation in hostilities in Ukraine is exacerbating the already dire food security situation of the most vulnerable rural households and small farmers. In response to the evolving situation, FAO Ukraine is scaling up its emergency humanitarian and resilience programming in conflict-affected areas of Ukraine, including previous areas of focus such as Donetsk, Luhansk, Zaporizhzhia and Kherson; Lviv and Zakarpattia in the West; and newly affected and newly accessible areas. In order to address the rapidly deteriorating situation, FAO us guided by its Rapid Response Plan (RRP) that is aligned with the Humanitarian 
Response Plan (HRP) and the UN’s Transitional Framework for Ukraine land focuses on responding to immediate needs by providing life and livelihood-saving assistance to the most vulnerable smallholder farming households impacted by the conflict as well as to providing urgent support to the country’s agrifood sector which contributes to both national and international food security. Supporting the capacity of the Government of Ukraine to sustain critical food system services is also a key pillar of the Plan.

This is a homebased role, with the incumbent working from Ukraine.

Reporting Lines

The E-Fish Customer & Technical Support Specialist will operate under the overall supervision of the FAOUA Head of Office, the Head of Programme and the Project Manager, and the direct supervision of the National Fisheries Programme Specialist, with technical oversight from the REU Lead Technical Officer (LTO).

Technical Focus

The technical focus is on the Unified State Electronic System for Fisheries Management (hereinafter referred to as the System) support and troubleshooting, and related custom support. This includes analysing and resolving system errors, managing user access, and generating comprehensive reports. Strong communication skills are essential for effectively interacting with users, public authorities, and other stakeholders, providing clear guidance, troubleshooting assistance, and delivering technical solutions in a user-friendly manner.

Tasks And Responsibilities

• •    Provide consulting and technical support to users of the System, answering hotline calls and messengers.
• •    Provide recommendations to users on working with the System according to the instructions.
• •    Grant/terminate access to users in the System in accordance with the required roles.
• •    Record citizens' requests regarding work with the System and resolving them if possible.
• •    Check information in the database, analyse it.
• •    Provide reports to the respective public authorities on identified errors.
• •    Communice with users of the E-Fish fishers, the respective public authorities and host provider.
• •    Independently analyse and provide proposals regarding the resolution of identified errors to the respective public authorities.
• •    Participate in meetings related to the functioning of the System and provide proposals regarding the functioning of the System.
• •    Maintain statistics on the functioning of the system, existing failures, etc.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• •    A bachelor’s degree in information technology, computer science, or fields related to the development of customer support systems
• •    3 years of experience in supporting the work of information systems
• •    Working knowledge (Level C) of Russian
• •    Working knowledge (Level C) of Ukrainian
• •    Intermediate knowledge (Level B) of English
• •    National of Ukraine or resident of the country with valid work permit

Fao Core Competencies

• •    Results Focus
• •    Teamwork
• •    Communication
• •    Building Effective Relationships
• •    Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• •    Experience working with the Platform of Registers for deployment and maintenance of state electronic registers.
• •    Knowledge of regulatory legal acts regulating the functioning of the Unified State Electronic System for Fisheries Management.
• •    Knowledge and use of business analysis practices.
• •    Knowledge of XLS, Power BI, experience in working with SQL (writing queries, analysing and summarizing the information received, understanding database structures).
• •    High communication skills, experience in customer support work in working with clients.
• •    Skills in working with information system databases.
• •    Ability to analyse information.

Please note that all candidates should adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency.

Additional Information

•    FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing)
•    Applications received after the closing date will not be accepted
•    Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/   
•    For additional employment opportunities visit the FAO employment website: http://www.fao.org/employment/home/en/   
•    Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. 
 

How To Apply

• To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills
• Candidates are requested to attach a letter of motivation to the online profile
• Once your profile is completed, please apply, and submit your application
• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the FAO recruitment portal will be considered
• Your application will be screened based on the information provided in your online profile
•  We encourage applicants to submit the application well before the deadline date.

If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance: https://fao.service-now.com/csp

Fao Is A Non-Smoking Environment