IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

FAO seeks gender, geographical and linguistic diversity in its staff and international consultants in order to best serve FAO Members in all regions.

• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture
• Qualified female applicants, qualified nationals of non-and under-represented Members and person with disabilities are encouraged to apply
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values
• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination　　
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality
• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

Organizational Setting

The Shared Services Centre (SSC) recommends and administers process management and procedures that need to be executed effectively; ensures the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.

This position is located in the FAO Shared Services Centre in Bangkok, Thailand.

Reporting Lines

Client Support Analyst reports to a Clients Support Associate under the direct supervision of Client Support Officer in the Shared Services Centre.

Technical Focus

Cross functional Client Support and Systems User Support in administrative processing across hire to retire, invoice to pay and procedural guidance areas.

Tasks and responsibilities

• Advise FAO internal and external clients, employees, transaction initiators, approvers and managers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on associated FAO rules and procedures;
• Provide support to users in operating FAO corporate systems (Budget Maintenance Module, Management Information System, Taleo and you@fao /HCM);
• Manage accesses for FAO Administrative systems;
• Investigate and analyse complex cases and communicate replies with documented evidence; provide guidance to the relevant client support team;
• Handle incoming service requests through a tracking system and voice line within the established Service Level Agreement;
• Escalate issues to higher level if necessary;
• Identify where clients encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes;
• Bring to the attention of the supervisor recurring problems;
• Perform other duties as required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• Completed Secondary school
• Minimum 1 year of relevant work experience in client support or relevant field
• Working knowledge of English (C1). Knowledge of another FAO language (Arabic, Chinese, French, Spanish or Russian) is desirable.
• National of Thailand or resident of the country with valid work permit

FAO Core Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Work experience in more than one location or area of work
• Familiarity with Client Relations Management tool (CRM) (ServiceNow, Workday…)
• Experience with ERP (Oracle, SAP) is desired.

Please note that all candidates should adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency.

ADDITIONAL INFORMATION

• FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing).
• Incomplete applications will not be considered. If you need help or have queries, please contact: Careers@fao.org
• Applications received after the closing date will not be accepted.
• Only language proficiency certificates from UN accredited external providers and/or FAO language official examinations (LPE, ILE, LRT) will be accepted as proof of the level of knowledge of languages indicated in the online applications.
• For other issues, visit the FAO employment website: http://www.fao.org/employment/home/en/
• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.

HOW TO APPLY

• To apply, visit the recruitment website at Jobs at FAO and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills
• Candidates are requested to attach a letter of motivation to the online profile
• Once your profile is completed, please apply, and submit your application
• Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
• Incomplete applications will not be considered
• Personal information provided on your application may be shared within FAO and with other companies acting on FAO’s behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
• Only applications received through the FAO recruitment portal will be considered
• Your application will be screened based on the information provided in your online profile
• We encourage applicants to submit the application well before the deadline date.

If you need help or have queries, please create a one-time registration with FAO’s client support team for further assistance: https://fao.service-now.com/csp

FAO IS A NON-SMOKING ENVIRONMENT