As the United Nations lead agency on international development, UNDP works in 170 countries and territories to eradicate poverty and reduce inequality. We help countries to develop policies, leadership skills, partnering abilities, institutional capabilities, and to build resilience to achieve the Sustainable Development Goals. Our work is concentrated in three focus areas: inclusive sustainable development, democratic governance and peace building, and climate change and disaster resilience.

UNDP connects countries to the knowledge, resources, and networks they need to achieve development breakthroughs. Our work is summed up in our six signature solutions, adapted to context and powered by three potent enablers for greater impact. Responding in an integrated and coherent manner, we are determined to end poverty and hunger, protect the planet from degradation, ensure that all people have prosperous lives, with growth that occurs in harmony with nature, and to foster peaceful and inclusive societies. We are committed to mobilizing the means to implement the 2030 Agenda through a revitalized Global Partnership for Sustainable Development, based on a spirit of strengthened global solidarity.

UNDP has supported the Government and people of Liberia in their efforts to reduce poverty and inequality in a bid to attain sustainable development since 1977. This has been done by among other things strengthening and reforming governance institutions to be inclusive and participatory, developing the necessary regulatory frameworks, upholding human rights, and supporting growth of the private sector and civil society. Our United Nations identity ensures neutrality and respect for people’s choices. Transparency and accountability in operations makes us a trusted partner for national and international development stakeholders.

UNDP encourages and enables collective intelligence, collaboration, integration, critical thinking and thought leadership. We mainstream innovation, digitalization opportunities, gender equity and diversity/inclusion principles in all aspects of our work. Our staff consistently strive for excellence, effectiveness, efficiency and inclusion across all areas of work.

In close cooperation with the UNDP Programme teams and other Country Office units, the Operations team supports the UNDP Country Office and programme implementation through the provision of relevant and timely procurement, finance, ICT and digital services, General Administration services, and Human Resources support. This includes a focus on collaboration, innovation, speed and administrative efficiency as well as advisory services for enhanced planning. The unit contributes to a collective engagement with other teams, partners and UN Agency clients to offer timely, well-planned and efficient services that meet the standard and requirements of UNDP policies and procedures.

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

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.

Position Purpose

The ICT team plays a crucial role in the Country Office (CO) and support to common service that UNDP is providing support 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.

Under the guidance and direct supervision of the ICT Associate/Head of ICT, the ICT Assistant provides ICT and administrative support services to the ICT unit and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.

The ICT Assistant works in close collaboration with Programme, Operations and Projects teams in the CO and UNDP Supported agencies to resolve 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.

Support implementation of ICT management systems and strategies.

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO and ÚNDP support Agencies under the Common Service technology environment;
• Provide inputs to CO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs);
• Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings;
• Provide ICT help desk support to colleagues in other agencies;
• Provide input to the preparation of results-oriented workplans;
• Support the use of ERP functionality for improved business results and improved client services;
• Provide timely and effective first-level ICT support to all users at the CO and supported Agencies under the Common Service;
• Troubleshoot and resolve hardware, software, and network issues.

• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

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

• Assist in installing commercial and in-house developed software and related upgrades for UNDP-supported Agencies;
• Install, configure, and maintain ICT equipment, including desktops, laptops, printers, and mobile devices;
• Assist in providing technical guidance to the procurement unit to purchase ICT equipment’;
• Provide technical guidance to UNDP-supported Agencies’ procurement unit;
• Provide ICT support to UNDP and supported Agencies’ meetings, webinars, workshops etc

• Monitor Agencies’ network traffic, usage and performance on a frequent and regular basis;
• Assist in cloud-based backup and restoration procedures for local drives;
• Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis;
• Respond to user needs and questions regarding network access;
• Assist in troubleshooting and monitoring of 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;
• Maintain the filing system ensuring safekeeping of confidential materials;
• Assist in maintaining the Local Area Network (LAN), ensuring optimal connectivity and performance;
• Support the implementation and maintenance of network security measures, including firewalls, antivirus software, and secure access controls;
• Monitor network performance and address any connectivity issues promptly.

Ensure facilitation of knowledge building and knowledge sharing in the CO

• Participate and assist in the organization of training for the CO staff on ICT issues;
• Provide sound contributions to knowledge networks and communities of practice;
• Assist in conducting ICT training sessions UNDP supported Agencies under the Common Service for staff to enhance their technical proficiency;
• Develop and maintain documentation for UNDP-supported Agencies ICT procedures, troubleshooting guides, and user manuals.

Core Competencies

• 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.

Functional/Technical competencies

Business Management

• Results-based Management: Ability to manage the implementation of strategies, programmes, and projects with a focus at improved performance and demonstrable results. Knowledge and understanding of relevant theories, concepts, methodologies, instruments, and tools.

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 fulfil and understand the real customers’ needs.
• Provide inputs to the development of customer service strategy.
• 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 to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value.
• Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to UNDP | People for 2030 – Competency Framework – Cross-functional Competencies (2024) use them as needed.
• Knowledge of the usage of digital technologies and emerging trends.

Information Management & Technology 

• IT Customer Support: Ability to support l 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 & Technology

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

Information Management & Technology

• User Experience and business analyst: Capacity to translate efficiently users needs in IT requirements around human-centered design principles. Knowledge of Oracle UNDP | People for 2030 – Competency Framework – Technical Competencies (2024) Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements