Information Technology Officer (Digital Solutions, CRM)

Organizational Context

The Digital FAO and Agro-Informatics Division (CSI) is responsible for all Information Technology (IT) activities within the Organization. CSI defines FAO IT policies, strategy, architecture, and standards, and provides digital products and services to support the Organization's mandate and operations globally. CSI manages the FAO Digital Workplace, enabling personnel worldwide to securely access and utilize digital resources and data. This position is based at FAO headquarters in Rome, Italy.

Job Purpose

This role provides expertise for the implementation and evolution of key digital solutions, focusing on Customer Relationship Management (CRM) platforms and related processes in partnerships, programme planning, and communications. The objective is to ensure the timely delivery, support, and continuous improvement of these digital services, adhering to best practice technical and security standards. Key responsibilities include managing the assigned work program, aligning it with strategic vision and priorities, resolving interdependencies, and representing the CSI Division in stakeholder discussions. The role involves negotiating service agreements, promoting service improvement, monitoring performance, and managing the lifecycle of IT solutions.

Responsibilities

Manage the assigned IT solutions and services lifecycle from business needs analysis to ongoing support and maintenance, ensuring alignment with organizational policies and standards. Oversee financial and human resources, identify and manage risks, and propose mitigation activities. Foster cross-functional information sharing and collaboration within CSI and with business teams. Coordinate teams for efficient maintenance and support of FAO's CRM environment, leading continuous improvements in cooperation with stakeholders. Ensure technical teams adhere to standards in delivering changes and new functionalities on platforms like Salesforce and ServiceNow. Identify and manage security risks, ensuring remediation actions are implemented. Maintain Business Continuity Plans and ensure strict adherence to change and release management processes. Coordinate initiatives for Corporate Environmental Responsibility, aiming to reduce emissions and integrate sustainability.

Work Experience

Seven years of relevant experience is required, specifically in managing teams, IT, and business processes related to Customer Relationship Platforms (CRM), preferably Salesforce. Experience in more than one work location or area, particularly in field positions, is also noted.

Skills

Experience managing large-scale CRM environments, preferably in public or international organizations. Expertise in business process automation and Partnership Engagement using CRM (Salesforce or similar). Experience with ERP, Analytics, and ServiceNow is advantageous. Proven ability to manage highly skilled teams in hybrid environments and engage effectively with business stakeholders and technology partners. Knowledge of ITIL is a plus. Demonstrated experience in drafting reports and documents. Experience in Corporate Environmental Responsibility is an asset.

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