Background
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.
Under the guidance and direct supervision of the Common Services Analyst, the ICT Support Associate provides ICT services, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The ICT Support Associate promotes a client-oriented approach.
The ICT Support Associate works in close collaboration with the UN agencies based at the UN Building, Management Support and Business Development, Programme and Operations teams in the Country Office (CO) and UNDP HQ staff for resolving complex ICT-related issues, collaborates with Regional ICT Officers (RIO), Regional Bureau ICT Managers (RBIMs), ICT Managers and other ICT Staff.
Duties and Responsibilities
1. Ensures implementation of ICT strategies and introduction/implementation of new technologies, focusing on achievement of the following results:
- Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment;
- Participation in development and implementation of ICT annual plan and Standard Operating Procedures in ICT services;
- Provision of support to the use of Quantum (UNDP’s implementation of ERP) functionality for improved business results and improved client services as well as other systems used by other agencies housed in the UN Building.
2. Ensures effective functioning of the CO hardware and software packages, focusing on the achievement of the following results:
- Effective functioning (installation, operation and maintenance) of all UN Agencies hardware equipment and acquisition of hardware supplies;
- Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs;
- Installation of commercial and in-house developed software and related upgrades, anti-virus programs on a timely basis.
3. Ensures efficient networks administration, focusing on achievement of the following results:
- Monitoring of the network connection on a daily basis to ensure a stable and responsive network environment;
- Troubleshooting and monitoring of network problems. Ensure that the UN Agencies desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks;
- Response to user needs and questions regarding network access;
- Maintenance of up-to-date parameters of information for the network clients and electronic mail;
- Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups;
- Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities;
- Networks administration support to other UN agencies as required and preparation of bills for cost recovery for the service provided.
4. Provides web management services, focusing on achievement of the following results:
- Support to the maintenance of the CO websites and Intranet;
- Troubleshooting and monitoring of websites for UN agencies upon request and preparation of bills for cost recovery for the service provided.
5. Provides administrative support, focusing on achievement of the following results:
- Provision of advice on and assistance in procurement of new ICT equipment for UN Agencies and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids;
- Maintenance of an up-to-date inventory of the software and hardware;
- Maintenance of a library of ICT related reference materials;
- Facilitate the maintenance of the ICT inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams;
- Provision of ICT support to key events.
6. Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:
- Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;
- Participation in the organization of training for the CO staff on ICT issues;
- Maintenance of staff training profiles;
- Synthesis of lessons learned and best practices in ICT;
- 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.
Institutional Arrangement
The ICT Support Associate will be reporting directly to Common Services Analyst.
Competencies
Core
- Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.
- Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.
- Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.
- Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.
- Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.
- Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.
- Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.
Cross-Functional & Technical competencies
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 fulfil 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.
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.
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.
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.
User Experience and Business Analyst:
- Capacity to translate efficiently user needs into IT requirements around human-centered design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.
Required Skills and Experience
Education:
- Secondary education with formal training in IT systems, business software and/or web-based applications.
- University Degree (bachelor´s degree) in Computer Science will be given due consideration but it is not a requirement.
- Certification in Unified Communications Appliance Solutions, Cisco Certified Network Associate. If certification is not available at the time of recruitment, it should be obtained within 6 months.
Experience:
- Minimum 7 years (with secondary education) or 4 years (with bachelor´s degree) of relevant working experience in an ICT environment, including network administration, management of hardware and software platforms, telecommunications facilities, and any two of the following; – Cisco Unified Call Manager, PhoneEx TMS, Polycom Video Conference System, VSAT System, ElFiQ LLB, knowledge of Windows-based packages/applications as well as support and experience on non-Windows systems such as Linux, Novell and Groupwise applications and servers, Commvault backup system, MGE Galaxy 5000 UPS system management and support;
- Work experience within the UN will be an added advantage;
- Relevant and proven working experience providing technical support for hardware/software or cloud ERP environments, and applying knowledge of database applications, web-based management systems, and cloud infrastructure solution;
- Experience and ability to work effectively in multi-disciplinary and multi-cultural teams is an asset.
Required Language(s):
- Fluency in English required.
- Fluency in the national language of the duty station is required.
Disclaimer
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.
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