19 April 2021
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Vacancy Announcement No: UPU/21/G6/FT-NC/318
Title: Support, Applications and Service Administrator
Grade: G6
Type of contract Fixed-term (Non-Core) Appointment
Duration:  Three years
Publication Date: 31 March 2021
Application Deadline: 7 April 2021 Vacancy Notice Closed (automatic)
Organizational Unit: Postal Technology Centre (PTC)
Operations unit
Duty Station:  Bern Switzerland
Scheduled date for taking up appointment:  1st july 2021
Organizational Context:
With its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services.
The Postal sector has been faced with far-reaching changes over the past few years. It has become essential for Posts to apply the latest technology in order to respond effectively to changing customer needs. The Postal Technology Centre (PTC) of the UPU acts as a link between technology and the needs of the Postal industry by being the first- choice in providing IT solutions, applications and services that enable the delivery of domestic and international postal services.
Main duties:
Provide second-level technical support to designated operators (DOs) by troubleshooting and resolving issues. Monitor overall service level for all PTC products and services.

Technical support:
- Troubleshoot and resolve technical issues in line with the Service Level Agreement (SLA).
- Confirm the analysis done by the first-level support and carry out additional analysis, when necessary. Reproduce the problems and document the steps taken to that end.
- Work with the DO, colleagues and the Technical Account Manager (TAM) to:
. assess the criticality and priority of the case;
. discuss possible workarounds or mitigation.
- Work with the TAM and the third-level technical support:
. Maintain a plan for case resolution according to priority (content of next hotfix or next service pack).
. When the solution can wait until the next software release, integrate the case into the plan for the next release cycle.
. Document common support procedures for colleagues and newcomers.

Use IT service management (ITSM) tool to:
- maintain the list of open cases, with their priority;
- when appropriate, document workaround or mitigation provided to users;
- track and update case status until final closure;
- identify similar or duplicate cases, or cases that are linked and should be addressed jointly;
- monitor how long cases remain open, and ensure that cases that escalate to the second level are treated according to the SLA, anticipating and recommending training needs.

Ensure regular 24/7 service, which entails:
- being on call one week per month, including outside office hours and at the weekend;
- troubleshooting and resolving technical issues escalated by the back office centre in Montevideo.

Monitor overall service level
Applications and services:
- Monitor and troubleshoot PTC applications and services.
- Deploy new services and updates on applications.
- Document and maintain deployment procedures.
- Log events and changes concerning applications and services as per the guidelines set by the Information Security Management System team.
- Carry out other day-to-day tasks to ensure that applications are available and running smoothly.

Software testing:
In cooperation with the test team, participate in software testing, in particular to validate the solutions developed by the third-level support before they are delivered to users.

Measurement, improvement and technology assessment
PTC service desk:
- Contribute to and propose improvements to second-level support processes and services.
- Generate and analyze monthly support statistics for all products and services and measure service level performance.

Technology assessment and technical survey:
- Maintain relevant IT technical expertise.
High school diploma or vocational or secondary-level studies (CFC or similar) in ICT or in a computer science-related field.
At least six years' experience working as a software support specialist.
Technical knowledge:
Experience working in an international environment, in the postal sector or in logistics would be an advantage.
Knowledge of PTC applications would be an advantage.
Knowledge of ITIL and ISO 27001 would be an advantage.
Knowledge of software support procedures.
Basic knowledge in information system security.
Working knowledge of the following technologies:
- MS SQL and its administration;
- Microsoft Windows administration;
- IIS and SharePoint web applications.
Skills and abilities / competencies:
Good presentation and communication skills
Good interpersonal skills
Ability to work in a multicultural team
Customer service orientation
Motivated, sense of responsibility, good organizational skills
Creative: problem analysis and problem-solving skills
Adaptability: ability and willingness to accept changes in support priorities from users
Flexibility to work from home or office as required
Language skills:
Proficiency in English is mandatory. French would be an additional asset.
Additional Information:
This is a non-core post. This position will be in full compliance with the "Rules governing non-core staff", which expressly exclude some international benefits (home leave, installation grant, education grant and eligibility to a continuing appointment).

The selected staff will participate in the UPU Provident Scheme and will be insured together with their recognized dependents against the risks of sickness and accidents.

This is a three years' contract which can be renewed if the services continue to be required in the future, the funds are available and/or the staff member's performance is satisfactory. However, this appointment does not automatically carry any expectancy of
extension or renewal or of conversion to any other type of appointment.


Applications will be considered for similar positions (for a period not exceeding one year).

Candidates must ensure that they provide relevant contact details so that they can be contacted at any time, to prevent them from being excluded from the selection process.

Priority shall be given for an internal promotion.
The UPU is committed to securing the highest standards of efficiency, competence and integrity for its staff members. In this regard, candidates under serious consideration for selection may be subject to satisfactory background checks aimed at validating the educational and professional background records as indicated by candidates in their respective application forms. At the discretion of the UPU, such background checks may also be extended to include criminal records, disciplinary measures, sexual exploitation and abuse, and professional license check validation.
The UPU is committed to encouraging diversity within its workforce. Interested candidates from minority groups and/or with disabilities are encouraged to apply. All applications will be treated equally and in the strictest confidence.
Annual salary: (Net of tax)
82'401 CHF

Applicants will be contacted directly if selected for written test. Additional testing/interviewing may be used as a form of screening.

The conditions of service are governed by the Staff Regulations and Rules of the International Bureau of the Universal Postal Union.

Please note that all candidates must complete an on-line application form.
All applications must be received by the closing date as stated in the vacancy announcement.

All applicants employed by postal entities and applying for a vacant position in the Professional (P) or Senior (D) category must be recommended and submitted through the competent postal authority.
Applications not satisfying this criterion may not be considered.

Only candidates under serious consideration will be contacted.

Applications from women and member states are particularly encouraged.

The UPU promotes diversity and work-life balance.

For further instructions regarding the online application process, please visit the UPU internet page at: https://upu.int/en/Universal-Postal-Union/Careers
Vacancy Notice Closed (automatic)

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