DUTY STATION
Home-based, Remote
COMMENCEMENT OF DUTY
16 June 2025
or as soon as possible thereafter NATURE OF APPOINTMENT
Variable (depending on needs of Department/Division)
65 non-consecutive days
Organizational Unit
Disaster Risk Reduction, MHEWS Office and Public Services Branch
Services Department WMO is committed to achieving diversity and a balanced workforce. Applications are welcome from qualified women and men, including those with disabilities. The statutory retirement age after 1 January 2014 is 65. For external applicants, only those who are expected to complete the term of appointment will normally be considered. DUTIES AND RESPONSIBILITIES
The CAP HelpDesk is meant to support country level implementation of CAP through information, methods and tools to build a community of support to scale CAP implementation. Working under the guidance and oversight of the WMO Secretariat and key experts of the WMO Commission for Weather, Climate, Hydrological, Marine, and Related Environmental Services and Applications (SERCOM), the Consultant will be required to:
a) Prepare an Inception Report describing the intended approach and standards for the CAP HelpDesk design including its architecture and workflows for approval by WMO Secretariat and key SERCOM experts. More specifically, this report should include the following inter alia:
- Standards and good practices for implementing an effective HelpDesk;
- An assessment of existing support mechanisms for CAP and identification gaps;
- Information on requirements from stakeholders to further define HelpDesk functionalities;
- A modular and scalable approach for the roll out of core functionalities first, following a structured roadmap for gradual expansion and enhancement;
- A stakeholder and expert engagement model based on good practices which includes a structured approach for expert involvement and clear guidelines for user-generated content, including verification protocols to ensure content quality and credibility.
b) Develop and implement a functional CAP HelpDesk aligned with the WMO public website and online presence. More specifically, this should include the following inter alia:
- Incorporation of artificial intelligence to automate first-level support, manage routine inquiries and streamline ticket creation. Such programming should be able to handle frequently asked questions, performs basic troubleshooting and gather user information for efficient ticket processing;
- Ticket Management provisions for tracking and prioritizing user requests using a ticketing system and escalating unresolved issues to higher-level support teams;
- A monitoring and reporting mechanism which notes logging incidents, performance metrics and identifies recurring issues;
- Set-up of the CAP HelpDesk platform and configuration of required software ensuring that it is integrated with existing systems for seamless operation and allows for multi-channel access;
- Testing the CAP HelpDesk for the approval by the WMO Secretariat and key SERCOM experts before the full-scale deployment and launch of the CAP HelpDesk with monitoring of these initial operations.
c) Develop a user guide to allow for the sustainability and management of day-to-day activities required to keep the HelpDesk functional.
OUTPUTS/DELIVERABLES:
For this consultancy the following are expected for the endorsement of WMO:
- An Inception Report describing the intended approach and standards for the CAP HelpDesk design including its architecture and workflows;
- A functional CAP HelpDesk aligned with the WMO public website and online presence. All source code, scripts and design resources associated with the HelpDesk architecture are also required;
- A user guide for the day-to-day management of the CAP Helpdesk.
QUALIFICATIONS
Education
Bachelor Degree in Information Technology (IT), Computer Science, Software Engineering, or a related field. Advanced certifications or a Masters Degree in IT Management or Systems Engineering is an asset.
Experience
- At least 3 years demonstrated experience in IT support, helpdesk implementation or software development.
- Programming Knowledge with proficiency in languages such as JavaScript, Python and PHP.
- Web Development, Database Management and the ability to integrate Helpdesk software with CRM systems, Ticketing Systems and API configurations.
Other requirements
- The Consultant will be hired for sixty-five (65) non-consecutive days from June 16, 2025 to February 16, 2026. The consultant is expected to participate in an inception meeting with key personnel at the WMO Secretariat on the Terms of Reference to confirm the scope of the work.
- The consultant is expected to participate in an inception meeting with key personnel at the WMO Secretariat (Geneva) on the Terms of Reference to confirm the scope of the work. Participation in online and/or in-person working sessions for the undertaking of this work may be required as requested by the WMO Secretariat.
Languages
Excellent knowledge of English (both oral and written).
(Note: The official languages of the Organization are Arabic, Chinese, English, French, Russian and Spanish.) Additional Information:
Band C: 390-560 USD per day depending upon experience, knowledge and skills.
For additional information: Adanna Robertson-Quimby (arobertson@wmo.int)
Applications should be made online through the WMO e-recruitment system at https://erecruit.wmo.int/public.
Do not send your application via multiple routes. Only applicants in whom WMO has a further interest will be contacted. Shortlisted candidates may be required to sit a written test and/or an interview. Date of issue of vacancy notice: