Systems and Operations Engineer

VN Category (INT / EXT / EOI):

External

28-02-2025

Grade 7

Job Category:

Professional

Fixed-term

CHF95,716.00

This is an external vacancy notice open to external candidates and WTO staff. It is posted on the WTO internal as well as external career site. Eligible WTO staff on short-term, fixed-term or regular contracts and interns must apply through the Workday internal career site.

This is a Fixed-term contract funded through the regular budget. The duration will be two years with the possibility of extension, unless specified in the vacancy notice.

The WTO seeks to attract and retain staff members offering the highest standards of competence, efficiency and integrity and to build an organization that is representative of the Members and People it serves. As an equal opportunity and inclusive employer, the WTO gives full regard to competence and welcome applications from qualified candidates irrespective of age, disability status, gender, nationality, race, religion, sexual orientation, social origin or any other characteristic. Applications from non-represented Members (link) are particularly encouraged for all positions.

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The Secretariat of the WTO is seeking to fill a position of Systems and Operations Engineer in the Client Services Section (CSS) of the Information Technology Solutions Division (ITSD).

CSS is responsible for a range of essential functions within the organization, including Digital Workplace for Microsoft 365 and Client Cloud Administration, Email Management, IT Service Management, Hardware Selection, PC Deployment Infrastructure and Client Configuration, Application Packaging Management, Printing and Photocopying Management, IT User Training Design, and the Mobile Access Gateway.

GENERAL FUNCTIONS

Reporting to the Chief of CSS, and supporting the organization's Digital Transformation initiatives, the incumbent will be responsible for various services within the section. This includes driving the adoption of AI tools and leveraging the use of Microsoft 365 apps and services, fostering digital competencies development across the Secretariat.

As the service owner, the incumbent will be accountable for optimizing service management, ensuring the adoption of digital tools, and driving continuous improvement in operational performance. This role requires close collaboration with stakeholders and service providers to deliver exceptional outcomes and align with organizational objectives.

Key functions include:

• Lead the implementation, integration, optimization, and adoption of AI tools and Microsoft 365 apps and services in the organization. Engage directly with staff across various divisions to assess organizational needs, configure core services, and prepare necessary guidelines and knowledge base articles to enhance digital engagement, productivity, and collaboration.
• Team up with the AI Advisory group to shape the strategic direction and implementation of AI initiatives within the organization. Lead the organisation through effective change management in the adoption and integration of AI technologies.
• In collaboration with HR Learning Services, design and implement training programs to build staff proficiency, and foster culture of digital literacy and innovation within the Secretariat. Measure success through user adoption rates, usage analytics, and employee feedback on productivity improvements.
• Provide day-to-day support and operational management for the CSS, including monitoring, proactive maintenance, troubleshooting, responding to incident and change requests, coordinating third-level support, and optimizing existing services for efficiency and performance.
• Stay up to date with technological advancements by researching online, attending technical briefings, and participating in courses, seminars, and self-training to deliver effective solutions and technical support.
• Manage the assigned responsibilities in regular interaction with the IT ServiceDesk, IT Security team, and IT Infrastructure Section within ITSD, as well as third-party service providers.

REQUIRED QUALIFICATIONS

Education:

Advanced university degree in computer science, information technology, computer software engineering, or a similar field is required.

Alternatively, a first level university degree in the discipline combined with professional expertise equivalent to an advanced university degree may be considered.

Highly Desirable Microsoft Certifications:

• MS-102: Microsoft 365 Administrator
• MS-900: Microsoft 365 Fundamentals
• MS-203: Microsoft 365 Messaging
• AI-900: Microsoft Azure AI Fundamentals
• MS-700: Managing Microsoft Teams

Knowledge and Skills:

Technical knowledge and skills:                                                                   

• Proven project management skills in implementing comprehensive enterprise-wide Microsoft 365 solutions, including Exchange, SharePoint, and Teams, or leading AI-driven automation initiatives to enhance operational efficiency.
• Good change management skills to assist large group adopting the change.
• Demonstrated ability to build enthusiasm and motivate colleagues towards achieving digital transformation goals.
• Strong leadership skills with a proven track record of guiding colleagues through change and fostering a collaborative environment.
• Strong knowledge of Microsoft 365 Apps and Services.
• Knowledge of Enterprise Communication Services, MS Exchange.
• Solid knowledge of ITIL processes, particularly Incident, Change, and Problem Management.
• Knowledge of Microsoft Active Directory, OU and GPO management.
• Understanding of IT security applicable to above areas, IT networks, LAN/WAN and Internet technologies, and TCP/IP protocol
• Familiarity with Mobile Device Management and Printer Services.
• Familiarity with Microsoft Endpoint Configuration Manager (MECM) infrastructure, Windows Operating System.

Behavioural skills:

• Prioritize and execute tasks in a demanding situation; making sound decisions and working under stress and in an autonomous manner.
• Share information clearly and concisely and engage in active listening; demonstrate sensitivity to others' perspectives and remain open to feedback.
• Analyse the collected information, align with the greater objectives and bring a message in a convincing manner to promote change and progress.

• Work seamlessly with colleagues within and across divisions and functional areas to achieve common goals, build relationships, share knowledge and resolve conflicts.
• Seek and adapt to emerging trends, challenges, and opportunities with a forward-thinking mindset.
• Engage in innovative problem-solving, long-term planning, and experimentation, make sustainable decisions, and drive positive transformation.
• Uphold high standards and integrity in all actions with transparency, diligence, and reliability.
• Handle responsibilities with a diplomatic demeanour, take ownership of outcomes, and maintain confidentiality and discretion.
• Effectively use and adapt to technologies pertinent to the role to enhance productivity.

Organizational Competencies

Core Competencies:

• Communicating for Results
• Effective Collaboration
• Cultivating Progressive Growth
• Professional Accountability
• Relevant Digital Proficiency
• Diversity, Equity and Inclusion

Work Experience:

A minimum of three years of relevant professional experience to the function and the size of Operations described in "Knowledge and Skills", out of which at least two years of practical experience in Microsoft 365 Administration, including tasks such as managing Exchange Online, SharePoint Online, and Teams, as well as overseeing compliance and security settings.

Languages:

Excellent knowledge of English as well as working knowledge of French or Spanish is required.

Good knowledge of French or Spanish as a third language is desired.

Additional Information:
 
Only applications from nationals of WTO Members will be accepted. 

The recruitment process will be undertaken as per Administrative Memorandum No. 976 (OFFICE(16)/15) on Staff Promotions and external recruitment through Vacancy Notices.

The initial fixed-term contract for positions up to grade 10 shall normally be two years, which shall be probationary, as per Administrative Memorandum No. 997 (OFFICE(23)/4) on Probation Policy. For Director positions, the Policy on evaluation of directors apply as per Administrative Memorandum No. 978 (OFFICE(17)/29).

The WTO may use various communication technologies such as video or teleconference for the assessment and evaluation of candidates. The recruitment process may also involve the use of various forms of testing, assessment centres, interviews and reference checks. 

Applicants may be required to sit a written examination. 

Applicants will be contacted directly if selected for an interview. 

Candidates not selected whose performance in the selection process nevertheless shows them to be suitable for a similar position may be kept on a roster for up to 24 months, and may subsequently be called upon as and when the need arises for additional resources.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the closing date – Geneva (Switzerland) time – stated in the vacancy announcement. 

PLEASE NOTE THAT APPLICATIONS RECEIVED AFTER THE CLOSING DATE WILL NOT BE ACCEPTED. 

The WTO is a non-smoking environment.