User Adoption and Training Officer, Business Management System (BMS)/Next Generation GSM

OBJECTIVES OF THE PROGRAMME

The Department of Information Management and Technology (IMT) has an operational and strategic role. On the one hand, the Department provides relevant, quality, reliable, and cost-effective IT services for the Organization to achieve its health mandate. On the other hand, it aims to be a strategic enabler for WHO by creating partnerships with business units (Administrative and Health Technical), capturing business needs, establishing and managing projects to address these requirements.

WHO current version of Oracle EBS (12.1.3) and some of its allied systems will have to be replaced as soon as possible. WHO is reviewing the options of replacing the current EBS on premise solution (GSM) with a cloud SaaS based Best-of-Breed and vertical solution - offering a modern set of tools using standard best practice business processes and cutting-edge technology. A new standard solution with minimum customizations will allow WHO to avail of modern technology including mobile access, artificial intelligence and business process automation.

DESCRIPTION OF DUTIES

• Develop an overall training programme (Plan and Curriculum) for the end users of the system. Work closely with business leads, regional colleagues, Staff Development and Learning (SDL) focal points, and end-user groups to understand user adoption and training needs and designing the relevant training approach(es).
• Establish a detailed training schedule (for the overall programme and/or for specific business streams) ensuring that resources are fully informed and available. Work closely with external providers or implementing partners of the new ERP system to lay out a logical sequence to the training. Work with the Project Management Officer to align training schedules with the overall programme plan.
• Coordinate the development of training materials such as, but not limited to, interactive pdfs, videos, infographic, visual or graphic content and making sure that these resources are available to the wider user community. Perform quality assurance on these materials and ensure they meet the project standards. Ensure that there is consistency in the approach and materials across different streams of work.
• Establish a trainers’ network; keeping them up-to-date of latest developments on how the system is evolving and the way it impacts training; assign responsibilities; organize and conduct “train-the-trainers” sessions and also deliver training to end-users as required.
• Implement the use of digital adoption platform(s) in the business streams to facilitate on-the-job training, consistency, and ease of use. Work with IMT colleagues to leverage any existing tools that are familiar to the end user community. Work with external providers to review the appropriateness of their proposed user adoption tools and tailor it to WHO’s needs if required.
• Establish metrics to measure the user adoption of the new ERP System and make corrective actions to the training approaches.
• Establish and implement procedures in ensuring that the materials are kept up-to-date during the project lifecycle. Establish roles and procedures that business streams will have to follow to update the materials after system go-live and ensure that proper training has been conducted.
• Maintain close working relationships with the user experience (UX) designers and business analysts to understand how the system(s) is/are evolving and adjust the training approach or plan accordingly.
• Work closely with Change Management Specialists to ensure that the right information is shared at the right time; without overwhelming the end users with training information.
• Work closely with the Transition Manager to deliver user adoption mechanisms and ensure business readiness.
• Perform other duties as required.

REQUIRED QUALIFICATIONS

Education

Essential:

A first-level university degree in Human Resources, Business Administration, Management or related field relevant to the position.
Desirable:

• Certified Training Practitioner (CTP) Certification or equivalent
• Certified Training certification or equivalent.

Experience

Essential:

• At least 5 years of relevant professional experience, some of which must be exposure at international level, which includes analyzing and capturing user requirements for specific business area and providing end-user training (on systems, tools, or processes) to a wide user base and a global audience.
• Experience in designing complete training packages for a business area.
• Experience in producing instructional materials.
• Experience in delivering training via different delivery methods (face-to-face, virtual classrooms, webinars, e-Learning, etc.).
• Experience working within a team environment across business functions.
  

Desirable:

• Experience in utilizing multimedia technologies and web-authoring skills to deliver training.
• Experience in WHO computing environment.

Skills

Essential:

• Ability to organize events involving many participants and planning activities.
• Ability to prioritize workload in a high pressure and time constrained environment.
• Quality focused with excellent attention to detail.
• Analysis skills, with aptitude/sound judgment for creative problem solving. Solution orientated.
• Positive attitude to learning new skills and adapting to newer technologies.
• Experience documenting user needs and requirements.
• Excellent verbal/written communication skills, including an ability to effectively communicate with both business and technical teams.
• Excellent customer service skills, including strong ability to determine customer needs and provide appropriate solutions.

Desirable:

• Knowledge of PMCoE framework and tools
• Knowledge of ISTM Service management such as ITIL Transition and best practices

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Producing results
Moving forward in a changing environment

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Intermediate knowledge of French.

REMUNERATION

WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 62,120 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 4519 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.

ADDITIONAL INFORMATION

• This selection may be subject to special recruitment procedures. Further details of these procedures shall be made available upon request to HQ_bos_recruitment@who.int.

• This requisition may be used to fill other similar positions at the same grade level in different locations and for different contract types.

• The location of positions may change either before the final selection decision or during the course of an assignment based on business needs.

• The GSM Next Generation project is time-limited. (Selected internal candidates who already hold fixed-term or continuing appointments at the time of selection to the GSM Next Generation project will be reassigned at the end of this project.)

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO 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 through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• Staff members in other duty stations are encouraged to apply.

• For information on WHO’s operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO’s workforce adheres to the WHO Values Charter and is committed to put the WHO Values into practice.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• WHO has a mobility policy which can be found at the following link: http://www.who.int/employment/en/. Candidates appointed to an international post with WHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.

• Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.