INFORMATION TECHNOLOGY ASSISTANT [Filled from Roster]

  • United Nations Development Programme (UNDP)
  • Geneva, Geneve, Switzerland
  • 29/10/2019
Full time Data Science Data Analytics Big Data Data Management

Job Description

This position is located in the Information and Communications Technology Service (ICTS) of the Division of Administration at the United Nations Office at Geneva. The incumbent reports to Chief of Service Support Unit.

ResponsibilitiesUmoja Security Liaison Officer (SLO) Role:

  • Performs UMOJA user access provisioning and authorisation maintenance, including frequent collaboration with SLO focal points, and local and global functional approvers.
  • Performs complex troubleshooting of Umoja user access, for technical issues as well as the alignment of access to business requirements.
  • Monitors authorized usage-of assigned UMOJA roles.


User and Client Support Duties:

  • Provides guidance to clients regarding ICT standards and Request, Incident and Problem management processes.
  • Attempts to resolve as many problem calls or service requests on initial contact.
  • Provides basic training to end-users on the use of Enterprise applications.
  • Monitors and informs customers of outages, known errors and progress if these cannot be resolved at point of call.
  • Performs quality assurance procedures to ensure client satisfaction.


Customer Relationship Manaqement (CRM) System Support and Analysis:

  • Logs all actions in the Enterprise CRM system, including steps taken to resolve problem or to complete task, problems encountered, status, etc.
  • Creates and assigns work orders in accordance with established procedures, and monitors progress.
  • Escalates problems/tasks to the appropriate parties in accordance with established procedure, and liaises with Local Services Desk to facilitate completion of service requests.
  • Analyzes and resolves complex incidents on supported services according to established operational procedures.
  • Collects various statistics on the service desk performance in the regional hub and produces weekly reports against benchmarks.
  • Analyses weekly report data to establish any trends and to provide feedback.
  • Detects problem patterns and recommends solutions.


Other Duties:

  • Produces Technical Documentation or User Manuals as required.
  • Keeps abreast of developments in technology.both in the UN and in the industry.
  • Trains and supervises Service Desk Agents.
  • Performs other related duties as required.

Competencies•Professionalism: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

  • Planning & Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

  • Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Education

High school diploma or equivalent.

Work Experience

At least seven (7) years of experience in information technology or related area.
Working experience in Enterprise Resource Planning (ERP), such as Umoja, in particular in role assigned and customer support are desirable.
Experience in supervising and training other staff members is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English and knowledge of French are required. Knowledge of another official United Nations language is an advantage.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Passing the United Nations Administrative Assessment Support Test (ASAT) at Headquarters, ECA, ESCWA, UNOG, UNOV, ICTR, ICTY or the Global General Services Test (GGST) is a prerequisite for recruitment consideration in the General Service category in the United Nations Secretariat.

Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.