ICT Associate

Background and Organizational Context

Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNDP is the leading United Nations organization fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet. UNDP has been working in Panama for 50 years and, under the framework of the Sustainable Development Goals (SDGs), is supporting the country in the reduction of inequality and access to opportunities for sustainable development with more equity, balance and environmental sustainability, with greater social, ethnic, cultural and territorial integration and cohesion. 

The ICT team plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries. 

Position Purpose

Under the guidance and direct supervision of the ICT Specialist – Regional Hub Panama, the ICT Associate provides ICT services, implements ICT management systems and strategies, and provides daily technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.

The ICT Associate works in close collaboration with Programme, Operations and projects teams in the CO, UNDP HQ staff, Regional Information Officer (RIO), and the Regional Bureau Information Manager (RBIM) to resolve complex ICT- related issues.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

Key Duties and Accountabilities

1.)  Ensure implementation of ICT strategies and introduction/implementation of new technologies. 

Example of Duties:         

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Participate in development and implementation of Standard Operating Procedures in ICT services.
• Conduct market research and analysis and provide support in introducing new technology for CO system updating and improvement.
• Provide advice on and assistance in procurement of new ICT equipment for the CO and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids.
• Participate in development and implementation of ICT annual plan. Maintain the measures in place for business continuity and disaster recovery processes and procedures.
• Provide support to use of ERP functionality for improved business results and improved client services.
• Provide ICT support for key events.

2.) Ensure effective functioning of the CO hardware and software packages. 

Example of Duties:         

• Support effective functioning (installation, operation, and maintenance) of all UNDP hardware equipment and acquisition of hardware supplies.
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

3.) Assist in providing automation and digitalization support for both CO Operations and Programmes.

Example of Duties:         

• Install commercial and in-house developed software and related upgrades.
• Support development of new automation tools using UNDP corporately developed platforms.
• Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle.
• Support provision of in-house development of tools for programme and operations when needed.
• Assist in identifying opportunities and ways of converting business processes into web- based systems to address the issues of efficiency (e.g., office management system, donor profile software, knowledge management systems).

4.) Ensure efficient network administration.

Example of Duties:         

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment.
• Ensure UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of attacks.
• Implement cloud-based backup and restoration procedures for local drives. Install anti-virus programs on a timely basis.
• Respond to user needs and questions regarding network access.
• Maintain up-to-date parameters of information for the network clients and electronic mail.
• Trouble-shoot and monitor network problems.
• Maintain an up-to-date inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams.

5.) Ensure facilitation of knowledge building and knowledge sharing in the CO. 

Example of Duties:         

• Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.
• Participate in the organization of training for the CO staff on ICT issues.
• Synthesize lessons learned and best practices in ICT.
• Provide sound contributions to knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization

Requirements:

Education

• Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset. 
• A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.

 Experience, Knowledge, and Skills

• Minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, providing technical support for hardware/software or Cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is required.

Language Requirements

• Fluency in English is required.
• Fluency in Spanish is required.

Expected Demonstration of Competencies

Core 

Cross-Functional & Technical competencies