Chief, ICT Functional Support, Vienna

Organization: OSCE - Organization for Security and Co-operation in Europe

Country: Austria

City: Vienna

Office: OSCE Vienna

Grade: P-4

Closing date: Thursday, 12 January 2023


The OSCE has a comprehensive approach to security that encompasses politico-military, economic and environmental, and human aspects. It therefore addresses a wide range of security-related concerns, including arms control, confidence and security-building measures, human rights, combating human trafficking, national minorities, democratization, policing strategies, counter-terrorism and economic and environmental activities. All 57 participating States enjoy equal status, and decisions are taken by consensus on a politically, but not legally binding basis.

The OSCE Secretariat in Vienna assists the Chairmanship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions.

The Department of Management and Finance (DMF) is responsible for managing the material and financial resources of the Organization. The objective of DMF is to provide efficient and effective management of non-staff resources in support of OSCE programmatic activities. It provides policy guidance on the management of OSCE financial and material resources and develops and maintains OSCE Financial Regulations and Rules and Financial Administrative Instructions. DMF consists of Budget and Finance Services, Mission Support Section, Information and Communication Technology Services, and the Information Security and Co-ordination Unit.

Information and Communications Technology Services (ICTS) Section is responsible for the delivery of Information and Communications Technology (ICT) in support of the core business of the OSCE. This includes the management, operation, implementation, support, and maintenance of ICT projects, systems, and infrastructure and the delivery of ICT support services to the Secretariat. ICTS provides corporate ICT services, ICT policy guidance, and support to all OSCE Institutions and Field Operations. The Section consists of four units: Infrastructure Operations Unit, Service and Support Unit, Functional Support Unit, and Software Development Unit. It consists of 34 staff members.

The OSCE Action Plan for the Promotion of Gender Equality is committed to further increasing the number of female staff in all areas of the OSCE’s work. Currently female staff in the above-mentioned field of expertise, especially in management roles, are underrepresented. Female candidates are encouraged to apply for this opportunity.

Tasks and Responsibilities:

Under the supervision of the Deputy Director, Head of ICTS, as Chief, ICT Functional Support you will manage the ICT Functional Support Unit (FSU) of seven staff.

FSU is responsible for the delivery of the OSCE’s Oracle E-Business Suite Enterprise Resource Planning (ERP) system, also known as the "Integrated Resource Management" (IRMA) system. The IRMA ERP has been in use since 1999 and is a business-critical system for the OSCE. IRMA is the OSCE’s core system for the effective administration of its human, financial, and material resources. Many other important OSCE ICT systems integrate with the IRMA and depend upon it to work. The ERP system is hosted and administered by a managed service provider.

You will manage the planning, design, implementation, support, maintenance, and operation of the ERP system and its integration interfaces with other OSCE on-premise and cloud-hosted systems. You will also be responsible for the overall delivery of specialized ICT support to all ERP business users in the OSCE. You will directly manage the delivery of second-line ERP support, and you will be the process owner for the Oracle Service Desk (OSD), a remote team providing first-line ERP support services to the entire OSCE.

As part of the ICTS management team, you will provide strategic direction and expert insight on Oracle ERP services, ERP integration, reporting/business intelligence, and the digitization of business processes.

More specifically, you will perform the following duties:

Supervising the Unit staff and managing the Unit work plan, prioritizing and scheduling project and operational activities to maximize resource utilization and meet business needs; training and developing team members to improve their skills and performance;
Preparing and monitoring the Unit’s budget and financial resources;
Managing contracts and vendors for ERP-related services;
Managing the capital investment planning, licensing, needs assessment, standardization, purchasing, and budgeting of ERP-related software and services.

Managing the architecture, design, implementation, maintenance, and operation of the OSCE’s ERP services; ensuring that ERP services meet OSCE business needs and constraints, and those services are reliable, available, and compliant with relevant Service Level Agreements and Operational Level Agreements;
Ensuring that appropriate ICT security controls are applied at all levels of the ERP system; managing the timely application of security patches and other upgrades so that ERP services remain secure, up-to-date, and supported by vendors; managing business continuity and disaster recovery controls for ERP services;
Managing the overall delivery of specialized support services for all ERP business users in the OSCE; providing second-level support for ERP services, and technical support for ERP integration components with other services; overseeing the first-line support processes of the remote Oracle Service Desk (OSD);
Co-ordinating rollout planning, communications, and end-user training as part of the Release Management process for new ERP systems and applications;
Contributing to the implementation and improvement of ITIL-based IT Service Management (ITSM) processes and practices across the OSCE;
Liaising with functional experts, super users, and ICT focal points in all OSCE Executive Structures to promote and manage a co-ordinated OSCE-wide approach to ERP service delivery;
Managing the development and maintenance of technical and functional documentation for ERP-related services, including Standard Operating Procedures;
Contributing to the development and review of the ICTS strategy; identifying innovative technical solutions to OSCE business needs, and providing strategic direction in the areas of ERP services, ERP integration, reporting/business intelligence, and the digitization of business processes;
Implementing rigorous PRINCE2 project management standards on FSU projects; acting as PRINCE2 Senior Supplier or Project Manager for projects executed by the Unit;
Performing other related duties as assigned.

For more detailed information on the structure and work of the OSCE Secretariat, please see

Necessary Qualifications:

Second-level university degree in computer science, information systems, systems engineering, or another technology related field; a first-level university degree in combination with two years of additional qualifying experience may be accepted in lieu of the second-level university degree;
A minimum of eight years progressively responsible professional experience in information technology and telecommunications, preferably in the area of ERP systems;
A minimum of four years of experience in line management, directing the activities of subordinates in planning, organizing, scheduling, monitoring, and evaluating;
Experience in the functional support of ERP systems, including functional knowledge of financial, human resources, and materials management ERP modules;
Experience in the architecture, design, implementation, and technical support of enterprise ICT solutions built on the Oracle E-Business Suite (EBS) ERP system and related Oracle cloud services;
Experience of designing and implementing integration interfaces between ERP systems and external systems;
Experience of managing large-scale ICT projects to implement, upgrade, integrate, and extend ERP systems;
Knowledge and experience of IT financial management, budgeting, procurement, and vendor management, preferably in an International Organization context;
Expertise in database development, business intelligence, and data warehouses is desirable;
Oracle certification in E-Business Suite Applications and Oracle Cloud products is desirable;
ITIL certification, and experience of implementing IT Service Management processes in a large organization is desirable;
PRINCE2 certification and PRINCE2 project management experience is desirable;
Experience with Assyst, Jira, Confluence, and SharePoint is desirable;
Excellent written and spoken communication skills in English; working knowledge of other OSCE languages is desirable;
Demonstrated gender awareness and sensitivity, and an ability to integrate a gender perspective into tasks and activities;
Ability to set and manage customer expectations and effectively communicate at all levels of an organization;
Excellent analytical, problem solving, consulting and coaching skills;
Ability to establish and maintain effective working relationships with people of different national and cultural backgrounds, whilst remaining impartial and objective.

Remuneration Package:

Monthly remuneration is around EUR 8,600, with the actual monthly salary depending on post adjustment and family status. OSCE salaries are exempt from taxation in Austria. Social benefits will include possibility of participation in the Cigna medical insurance scheme and the OSCE Provident Fund. Other allowances and benefits are similar to those offered under the United Nations Common System.

Please note that appointments are normally made at step 1 of the applicable OSCE salary scale.

If you wish to apply for this position, please use the OSCE’s online application link found under

The OSCE retains the discretion to re-advertise/re-post the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration.

Only those candidates who are selected to participate in the subsequent stages of recruitment will be contacted.

Please note that vacancies in the OSCE are open for competition only amongst nationals of participating States, please see

The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization.

Candidates should be aware that OSCE officials shall conduct themselves at all times in a manner befitting the status of an international civil servant. This includes avoiding any action which may adversely reflect on the integrity, independence and impartiality of their position and function as officials of the OSCE. The OSCE is committed to applying the highest ethical standards in carrying out its mandate. For more information on the values set out in OSCE Competency Model, please see

The OSCE is a non-career organization committed to the principle of staff rotation, therefore the maximum period of service in this post is 7 years.

Please be aware that the OSCE does not request payment at any stage of the application and review process.

Additional Information

Issued by: OSCE Secretariat

Requisition ID: FUN00004Q

Contract Type: International Contracted

Grade: P4

Job Level: Senior Professional

Job Type: Contracted

Number of posts: 1

Location: SEC - OSCE Secretariat, Vienna

Issue Date: Nov 24, 2022

Closing Date: Jan 12, 2023

Employee Status: Fixed Term

Schedule: Full-time

Education Level: Master’s Degree (Second-level university degree or equivalent)

Job Field: Information Technology and Information Management

Target Start Date: As soon as possible

Link to the organization’s job posting: