IT Jobs at OECD, Paris, France

Position: IT Support Specialist at OECD (Organisation for Economic Co-operation and Development)

About OECD

The Organisation for Economic Co-operation and Development is an intergovernmental organization with 36 member countries. In general, OECD is a forum of countries describing themselves as committed to democracy and the market economy, providing a platform to compare policy experiences, seek answers to common problems. In addition to that, it identifies good practices and coordinates domestic and international policies of its member Basically, most OECD countries have high-income economies with a very high Human Development Index (HDI).  As of 2017, the OECD member states collectively comprised 62.2% of global nominal GDP (US$49.6 trillion) and also, 42.8% of global GDP (Int$54.2 trillion) at purchasing power parity. OECD is an official United Nations observer.

Roles and responsibilities

• Provide high-quality Level 2 user support to OECD staff in line with established procedures. In addition to that, participate in defining and executing support plans for the delivery and updates of OECD digital solutions in accordance with the change management processes.
• Draft and maintain Knowledge Base articles for users and support teams. Also, document and report potential bugs to application owners, participate in troubleshooting operations as required.
• Keep abreast of the recent technologies and perform active technology watch.

Furthermore,

• Design, prepare and update KPIs and activity reports.
• Also, analyze Level 2 user support activities to identify trends, propose action to address recurrent issues.
• Following, perform user training and prepare training materials as required.
• Apply agreed to improvements to service delivery/Self-Service User Portal based on the result of analyses. 

Required skills and qualifications

• University degree in Information Technology or related areas of Computer Science. In addition to that, solid experience providing user support for digital solutions, application packaging, and deployment in a structured environment applying ITIL practices or similar industry frameworks.
• Proven experience drafting user support documentation/articles and providing training.
• Experience analyzing support activities, identifying trends, proposing and implementing solutions would be an advantage. Similarly, experience in an international and cross-cultural environment would be preferable.