ICT Support Associate (Nationals Only)

The ICT Associate supervises ICT support staff and works in close collaboration with Programme, Operations, and project 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.
 

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Provide input to elaboration of internal policies and procedures on ICT use. Elaborate the content of internal Standard Operating Procedures in ICT in consultation with office management.
• Conduct market research and analysis and introduce new technology for Country Office 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.
• Develop and update the ICT annual plan. Ensure maintenance of measures in place for business continuity and disaster recovery processes and procedures.
• Provide support to the use of ERP functionality for improved business results and improved client services.

Ensure effective functioning of the CO hardware and software packages:

• Provide advice on maintenance of equipment and acquisition of hardware supplies.
• Supervise the implementation of corporate UNDP systems.
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

Provide automation and digitalization support for both CO Operations and Programmes:

• Provide support in the development of the new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required.
• 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 as needed.
• Identify 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).
• Update & maintain current web based systems as required.
• Provide support on creating, modifying and updating SharePoint based platforms, tools.  

Ensure efficient network administration:

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment considering business continuity.
• Operate network utility procedures; define network users and security attributes; establish directories, menus, and drive-mappings; configure network printers; and provide user access. 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.
• Ensure timely upgrade of LAN Infrastructure and Internet connectivity to meet UNDP requirements.
• Maintain satellite connectivity and upgrade systems when needed.
• 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 of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.

Ensure facilitation of knowledge building and knowledge sharing in the CO:

• Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.
• Organize training for the Operations and project 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

Supervisory/Managerial Responsibilities: Supervise ICT support staff (if any)

• Scale up solutions and simplifies processes, balances speed and accuracy in doing work

Think Innovatively:LEVEL 2

• Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking

Learn Continuously:LEVEL 2

• Go outside comfort zone, learn from others and support their learning

Adapt with Agility:LEVEL 2

• Adapt processes/approaches to new situations, involve others in change process

Act with Determination:LEVEL 2

• Able to persevere and deal with multiple sources of pressure simultaneously

Engage and Partner:LEVEL 2

• Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships

Enable Diversity and Inclusion:LEVEL 2

• Facilitate conversations to bridge differences, considers in decision making

People Management: UNDP People Management Competencies can be found in the dedicated site. 

Cross-Functional & Technical:

Business Management – Results-Based Management:

• Ability to manage programmes and projects with a focus on improved performance and demonstrable results

Business Management – Customer Satisfaction/Client Management:

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfill and understand the real customers’ needs, provide inputs to the development of customer service strategy, and look for ways to add value beyond clients’ immediate requests.
• Ability to anticipate client’s upcoming needs and concerns.

Business Management – Working with Evidence and Data:

Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making

Business  Management – Digital Awareness and Literacy:

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Information Management and Technology – IT Customer Support:

• Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management and Technology – Network, Communication, and Infrastructure Management:

• Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Information Management and Technology – User Experience and Business Analyst:

• Capacity to translate efficiently user needs into IT requirements around human-centered design
   

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  Experience working with user-centered designs and conducting user research and testing is required.