Information Technology Officer; Digital Solutions, CRM at Food and Agriculture Organization

Position: Information Technology Officer (Digital Solutions, CRM) at Food and Agriculture Organization of[...]
Information Technology Officer (Digital Solutions, CRM)
Food and Agriculture Organization of the United Nations (FAO), Rome, Lazio, Italy.
This is a fixed‑term appointment for two years with possibility of extension.
Reports to the Senior Information Technology Officer (Digital Solutions). Position is part of the Digital FAO and Agro‑Informatics Division (CSI) at FAO headquarters in Rome.
Responsibilities   Manages the assigned programme of work, ensuring that it is consistent with the overall strategic vision and enterprise architecture, and that it meets the Organization and CSI’s priorities.
Addresses and resolves issues resulting from programme interdependencies/gaps, as needed.
Represents the CSI Division in stakeholder discussions, representing divisional interests in the area of direct responsibility.
Negotiates contractual and service agreements for the provision of digital products and/or services.
Promotes and implements service improvement programmes and initiatives to ensure the Division is well placed to meet dynamic business needs.
Monitors, audits and reports on service performance to foresee, identify and address areas of risk, and ensures compliance with agreed service‑level expectations.
Manages the assigned IT solutions and services life cycle from initial analysis of business needs to delivery and on‑going support and maintenance in line with organizational and CSI Division policies, standards, and procedures.
Manages the assigned financial and human resources; identifies, assesses and manages risks, proposing mitigation activities as required.
Promotes cross‑functional information sharing and collaboration by working with other teams within the CSI division and business teams within the organization.
Identifies resource requirements, develops budgets and work plans, and advocates for additional human resources.
Coordinates and ensures initiatives under the Organization’s work on the Corporate Environmental Responsibility Strategy, to reduce emissions, increase efficiency and integrate sustainability into the Organization’s daily operations.
Performs other duties as required.
Specific Functions   Coordinates teams in ensuring efficient maintenance and support of FAO’s CRM environment.
Leads continuous improvements of FAO’s CRM environment in cooperation with key stakeholders, ensuring that it meets business requirements, while at the same time ensuring that technical teams follow adequate technical standards in delivering changes and new functionalities.
Coordinates teams in delivering solutions on Salesforce and Service Now platforms.
Identifies security risks and, in cooperation with FAO CSI Security team, ensures that remediation actions and controls are adequately implemented.
Maintains the relevant Business Continuity Plans (BCP) in consultation with all stakeholders.
Ensures the change management and release‑management processes are strictly followed.
Qualifications   Advanced university degree (Master’s degree or equivalent) in computer science, information technology, information systems, software engineering, electrical or electronic engineering, mathematics, statistics, business management or a related field.
Seven years of relevant experience in managing teams, information technology and business processes in the domain of Customer Relationship Platform (CRM), preferably based on Salesforce.
Working knowledge (full proficiency – levelC) of English and intermediate knowledge (levelB) of another FAO official language (Arabic, Chinese, French, Russian or Spanish).
Work experience in more than one location or area of work, particularly in field positions.
Extensive experience in managing large‑scale CRM environments, preferably in a public sector or international organization.
Extensive experience in business‑process automation and partnership engagement processes and technology, using CRM (Salesforce or similar).

Experience with ERP (such as Oracle), analytics (OAC, Tableau) and Service Now is an asset.
Extensive experience in managing highly skilled teams in a hybrid cross‑platform environment.
Extensive experience in managing business stakeholders and technology partners.
Extensive…