Organizational Setting

The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA’s ICT infrastructure comprises hardware and software platforms, and cloud and externally-hosted services. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.
The Business Technology Coordination Section (BTCS) manages leads the design and the implementation of ICT governance, planning and forecasting, project management, portfolio management, policies and processes, enterprise platform management, data, and integration management, change management, audit coordination, knowledge management, resource management, reporting, among others.

Main Purpose

The consultant will be in the Business Technology Coordination Section of the Information Technology division of the Management department.
The purpose of the consultancy is to serve as a:

• Quality management practitioner, facilitating the establishment of divisional standards and processes, ensuring adherence to them, and improving them.
• Continual service improvement practitioner, facilitating and supporting the identification of opportunities for improvement to the Division’s services and processes, and ensuring the completion of service improvement activities.
• IT change and problem manager, ensuring that appropriate controls are implemented to minimize disruptions to IT services due to changes and to address the root cause of systemic problems.
• Knowledge management practitioner, able to support the creation of a taxonomy in ServiceNow for the Division’s process assets and to support the migration of those assets from Microsoft 365 to ServiceNow to bring them closer to the point of service
• Process analyst, able to analyze the effectiveness of process operations using data and leveraging metrics to drive process improvements

Functions / Key Results Expected

• Lead the definition and maintenance of divisional standards and processes as well as their deployment throughout the Division to enable consistent use.
• Plan, conduct and close quality assurance audits of processes and activities, and analyze results to identify opportunities for improvement.
• Ensure effective implementation of corrective actions identified to eliminate root causes of problems and major incidents.
• Manage the Division’s change management process to ensure effective control and treatment of risks to IT services from proposed changes.
• Chair the Divisions change advisory board.
• Lead improvements to the Division’s quality and change management processes and facilitate improvements to other processes to keep them aligned with the needs and the objectives of the Division using data and analytics
• Manage projects following the relevant Divisional processes and standards.
• Take responsibility for the migration of change and problem management process assets, among others, to ServiceNow

Qualifications and Experience

•  University degree in Computer Science, Information Technology, IT Security, or a related field.
• At least 7 years of relevant experience in information technology, of which at least 3 years should have been in managing, executing, or assuring quality in medium or large organization.
• Accredited certification in Technical Writing is an asset

•  Accredited certification in ServiceNow is an asset

•  Accredited certification in Project Management such as PMP or Prince2 is an asset

•  Accredited certification in ITIL is an asset

•  Accredited certification in COBIT is an asset

•  Internationally recognized Information or IT Security Certification such CISSP, CISM, CISA or GIAC is an asset.
• Knowledge and practical experience in quality assurance
• Knowledge and practical experience in process improvement
• Design of taxonomies for knowledge assets and management of the associated knowledge assets in ServiceNow or similar tool
• Knowledge and practical experience with data analysis and building dashboards.
• Migration and maintenance of knowledge assets in ServiceNow desirable
• Knowledge and practical experience managing or executing ITIL processes, including service management, change management, and problem management desirable
• Desirable Knowledge and practical experience managing and executing COBIT process
• Knowledge and practical experience in technical writing desirable
• Good oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.

Remuneration

The remuneration for this consultancy is a daily fee of up to a maximum of € 340, based on qualifications and experience. In case duty travel is required within the assignment, a daily subsistence allowance (DSA) and travel costs are provided. Health coverage and pension fund are the responsibility of the incumbent.