Job Detail

</div>Operational Efficiency Support Analyst - GL B - 2 positionsTo support the Global Fund’s mission of ending the epidemics and enable efficient portfolio management, Grant Management Division must operate with up-to-date and robust portfolio data, aligned business processes and integrated systems within a framework of continuous improvement.



The Grant Management Operational Efficiency Team is responsible for ensuring the continuous improvement of GMD-owned processes (Grant Making, Grant Implementation, AFD/Disbursements, Grant Revision, Progress Reporting and Grant Closure and supporting processes such as Master Data) through ongoing review, monitoring, optimization, integration and enhancement of operational policies/regulations, procedures, system guidance as well as GMD-owned data & data quality. The Team is also responsible for defining and prioritizing Grant Management business needs for system solutions (as part of Business as Usual or dedicated Launches).



The provision of technical support is a critical function of the team, unblocking issues and ensuring the speed and quality of critical grant management processes.



The Operational Efficiency Support Officer provides operational technical support to Grant Management country teams, logging, investigating and resolving queries, importing documents, analyzing trends in support needs and proactively identifying gaps in key knowledge areas and skills. S/he provides assurance of system data integrity and successful change management, monitoring and analysis for continuous improvement of GMD processes.



S/he uses strong interpersonal and communication skills to ensure user satisfaction with appropriate resolutions to issues while ensuring that policies and procedures are adhered to.



S/he collaborates with colleagues in the Operational Efficiency team and Change Coordination team to identify enhancement to training, manuals, videos, FAQs and other learning materials, to improve implementation and user adoption of changes.

Key Responsibilities

The Officer is responsible for:

Policy and Business Process support:

• Provide technical support to key users of the Grant Operating System
  
  
  
  • Resolve support queries received via the Service NOW (SNow) system according to established operating procedures, providing support to Country Teams on operational policy, procedures, system user guidance or data queries
  
  
  • Receive support queries through other channels and log in Service Now
  
  
  • Use change management and communication techniques and tools as part of support provision and to drive the right behaviors from users, including proactively managing anticipated business milestones and peaks in business activity
  
  
  • Periodically review the log of support requests on SNOW with the Operational Efficiency team to identify common challenges users face, specific users who need additional training and possible solutions to reduce needs for support
  
  
  • Provide input on training materials or identify training gaps based on common areas for clarifications provided to Country Teams
  
  
  • Document known system issues to ensure they are prioritized for resolution.
  
  

• Provide technical support to key business areas involved in the grant lifecycle to ensure policies and business processes (from Grant Making to Grant Closure) are adhered to, including but not limited to, as needed:
  
  
  
  • quality assurance review of key grant documents
  
  
  • technical checks of key grant documents
  
  
  • Import of the documents to GOS using X-author (3rd party application that allows for the generation and imports of Excel documents to Salesforce)
  
  
  • Review of imported information to ensure consistency
  
  
  • Running of batches to aggregate budget information in GOS
  
  
  • Submission of imported information to Country Teams to review within the Grant Making process
  
  
  • Registration of revisions upon reception of signed Implementation Letter within the Grant Revisions process.
  
  

• Provide support on GOS-generated Excel documents, including but not limited to:
  
  
  
  • Provide support to Country Teams on any technical issues or guidance related to the usage of the Excel templates
  
  
  • Perform corrections to formulas in excel templates
  
  
  • Identify areas for improvement in excel templates including data validation controls, conditional formatting warnings
  
  
  • Document known issues in issues log to ensure they are prioritized for resolution by relevant departments, including IT. 
  
  

Compliance monitoring and Data Quality:

• Identify systematic data issues in documents submitted by Country Teams according to a defined set of business rules


• Develop reports in Salesforce and Excel in order to track and monitor the data quality issues and pro-actively engage with Data and Analytics Solutions Hub (DASH) and Country Teams to correct them


• Support the Operational Efficiency Officers and Specialists, Operational Efficiency   with data analysis and remediation


• Provide training support to Country Teams to address common data issues

Process performance analysis:

• Perform analysis of process performance, user adherence, and other analysis in support of launches of new functionalities and improvement projects.

Grant Operating System testing:

• Participate in User Acceptance Testing for new system functionalities


• Perform testing on fixes to bugs identified as part of Country Teams support, to ensure issues are fixed.

At the request of the Head, Grant Portfolio Solutions and Support or the Manager, Operational Efficiency undertake additional tasks to allow GPS to flexibly respond to evolving priorities or urgent needs of the Global Fund.

Subject to change by the Executive Director at any time at their sole discretion.

Qualifications

Essential:

• University degree in Finance, Statistics, IT, Economics, Business Administration, Engineering or any equivalent with a strong quantitative component or equivalent professional training. 

Desirable:

• Qualification in project management or equivalent, or work experience in a project management/change management/business improvement capacity

Experience

Essential:

• Experience with project management methodology


• Experience coordinating between cross-divisional teams


• Experience providing systems-support to business users


• Experience in data quality checks or data cleansing desired

Desirable:

• At least three years of professional experience, including systems-support, business processes analysis or program planning and management


• Knowledge of the Global Fund and its policies, processes, procedures and IT systems


• Knowledge of Salesforce Platform


• Hands-on experience with Global Fund grants, within the Secretariat, as a Recipient, a Local Fund Agent or a partner organization


• International development experience, including in an international organization, non-profit or private sector, an advantage.

Competencies

Languages:

An excellent knowledge of English and preferably a good working knowledge of French or Spanish. Knowledge of other languages would be an asset.

                   

Functional competencies:

• Analytical – Mastery


• Business – Mastery


• Country Context – Foundation


• Multicultural Understanding – Foundation


• Operational Policy – Expert


• Project Management – Mastery

Technical competencies:

• Change management,


• End-to-end process thinking


• Excellent computer skills including PowerPoint, Word in a Microsoft Windows environment


• Advanced knowledge of Excel (VBA programming would be a plus)


• Strong presentation and facilitation skills


• High quality written and verbal communication skills


• Rigorous root cause analysis

Personal competencies:

• Interpersonal diplomacy and interpersonal skills


• Responsiveness and proactivity


• Customer orientation


• Ability to manage conflict and provide appropriate solutions


• Agility


• Dealing with Ambiguity


• Ability to multi-task, manage competing priorities under tight deadlines


• Strong attention to detail


• Sound judgment and decision making


• Able to carry out multiple tasks and meet deadlines.


• Able to communicate efficiently and effectively both verbally and in writing


• Critical thinking and problem-solving skills

Organisational Competencies:

• Service Orientation


• Collaboration


• Interaction


• Drive for Results


• Global Fund Awareness and Mindset


• Adaptability

The Global Fund recruits top-tier talent for our open positions, in support of our mission to end AIDS, tuberculosis and malaria as epidemics.

 

Explore our vacancies and apply on theGlobal Fund Careersrecruitment system.

 

More information on working at the Global Fund is available on theCareerssection of our main website.

Job Posting End Date

07 October 2019