Org. Setting and Reporting

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. • Supervisor and Technical Guidance received: At the HQs, the incumbent reports to the assigned supervisor in the Business Engagement Division (BED) at HQA, or in the IT Service Center at HQG, or where applicable; at the Field, the incumbent reports to the Head, Field Information Management and Technology Office (FIMTO). • Supervisees and Technical Guidance provided: The number and type of staff assigned for supervision and technical guidance will depend on the assigned work. The assigned team may comprise of Service desk posts in various categories including consultants and temporary staff.

Responsibilities

• Plans and manages the technical and administrative aspects of IT service desk function, in line with established Agency service delivery policies, procedures and standards, including: 1. Monitoring the operation and performance of the service desk activities and initiates necessary actions to enhance performance; 2. Ensuring that incidents and requests are handled according to agreed procedures; 3. Ensuring that documentation of the supported services is available and in an appropriate form for those providing support. Creating and maintaining support documentation; 4. Providing technical guidance, instructions, training, support to the service desk staff; 5. Coordinating end-user IT training activities; 6. Preparing management reports on service desk metrics and equipment inventories; 7. Liaising with vendors and other external Agencies regarding hardware and software installation and maintenance activities. • Coordinates and organizes deployment of end-user computer hardware, software, and applications resources for the support of end-user activities; promulgates to users of such systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced; • Manages end-user hardware and software delivery, installation, and maintenance activities with concerned departments; administers relevant service contracts preparation and management; prepares survey reports for obsolete or surplus end-user Information Management and Technology (IMT) assets and other resources. Coordinates preparation and certifies applicable Requests for Purchase for end-user hardware and software; co-ordinates with Procurement and Logistics Office on related procurement activities; • Support the implementation of assigned projects and initiatives towards strengthening service delivery in the Agency as required; • Performs administration, maintenance, and support of relevant on-premise and cloud IMT resources and systems related to end-user services including: 1. User account management; 2. Email account administration; 3. Video conference service management. • Develops, implements, and maintains standards, policies, procedures, guidelines and technologies related to IT service management processes based on ITIL such as Incident, Request fulfilment, Change and Problem Management, in coordination with all stakeholders; • Ensures accurate end-user IMT resources (e.g., workstations, laptops, mobile devices, software etc.) inventory is maintained and ensure related information are accurate and complete in the Configuration Management Database (CMDB) of the IT service management system; • Complies with IMT policies, frameworks and standards, UN best practices and industry standards as well as relevant technical guidelines, conducting training to business counterparts and team members as required; • Performs other duties as may be assigned by the supervisor(s).

Competencies

UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. • Leading and Supervising • Learning and Researching • Relating and Networking • Following Instructions and Procedures • Planning and Organizing For guidance on how to prepare for competency-based interviews: https://hr.un.org/page/prepare-competency-based-interview

Education

• A university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering or related discipline.

Job – Specific Qualification

• You are required to have a certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or other related Microsoft cloud-based systems and applications. • You are required to have an IT Service Management certification such as ITIL foundation.

Work Experience

• You are required to have six years of progressively responsible and relevant experience in delivering IMT support services and training for end-users in a large IMT environment, including two years in a supervisory position and implementing IMT service delivery. Please explain how your experience meet the Supervisory experience? • Advanced experience and knowledge of Microsoft Office on-premise and cloud-based solutions such as Microsoft 365 platform and related messaging and collaboration systems, and content management systems. Good experience with LAN management, Video Conferencing technology operations, Email and Active Directory (AD) administration are required. • You are required to have a university degree from an accredited educational institution in computer science, information technology, electrical or computer engineering or related discipline. • You are required to have a certification in Microsoft Office 365 Administration, Azure, SharePoint Online, and/or other related Microsoft cloud-based systems and applications. • You are required to have an IT Service Management certification such as ITIL foundation. • Are you currently residing in Duty Station. It is required that you specify your current location.

Languages

– Very good command of written and spoken English and Arabic. Please list all languages that you know including your mother tongue and indicate your proficiency level from the drop-down list provided in the system considering the below: If you possess a very good to excellent level of proficiency in English language, kindly indicate this as “Fluent” in your application. If you possess a good level of proficiency in English language, kindly indicate this as “Confident” in your application. If you possess a basic level of proficiency in English language, kindly indicate this as “Basic” in your application.

Assessment

During the assessment, the applications will be given preference based on the following desirable qualifications: • Project Management training preferably with practitioner certification; • Advanced cloud-administration or security certification (Azure, AWS, etc.); • Knowledge of UNRWA’s operations and computer facilities environment; • Provided very good understanding of the context of Palestine refugees and UNRWA operations. The shortlisted candidates will be afterward evaluated based on: • Technical Test • Competency-based Interview

Special Notice

Type of Contract: Fixed Term Appointment for 3 years; including 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 16, Monthly Salary JD 1098.900 fils. Special Occupational Allowance (50.82%) of basic salary. (SOA may change from time to time) Other benefits: Other benefits include monthly Provident Fund contribution (15.4% of basic salary paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency allowance (if applicable). Additional benefits: – 2.5 days of sick leave for each completed month of service. – 14 weeks of Maternity Leave. – 2 weeks paternity leave. Department/Office: UNRWA – Information Management – Jordan Duty Station: Jordan Field Office – Amman. Equivalency: Equivalency may apply for this post. • Candidates with a combination of additional relevant academic qualifications and/or additional years of progressive work experience may also be considered on equivalency. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination. General Information: • This vacancy notice is open to internal candidates only. Only candidates residing in Jordan, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. • The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded. • Since the Vacancy is an Area Staff post, the Agency will not provide coverage for relocation costs. • Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities. • To ensure efficiency and timeliness of the recruitment process, if a large number of applicants pass the test, the Agency may decide to invite to the interview only the candidates with the top scores to ensure a manageable number of candidates to proceed to the personal interview stage. • UNRWA encourages applications from qualified and experienced women. • A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post. In the case of multiple or recurring posts, that a roster will be created from which the candidates will be selected for appointment; • Only applications that have been fully completed in UNRWA’s online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Please make sure that your application is filled in properly, correctly, and completely; any missing or incomplete information may lead to the rejection of the application by the system. Applicants applying to positions for Grades 12 to 20 or LDC Bands E to H must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate. • Applicants will be disqualified when it becomes apparent that he or she provided incorrect, incomplete or misleading information on his or her personal history profile or during the recruitment process. If the applicant is also a staff member, the provision of incorrect, incomplete or misleading information in the personal history profile may also amount to misconduct. The Agency may indefinitely refuse to accept applications from an applicant who has previously provided incorrect, incomplete or misleading information on his or her personal history profile or during a recruitment process or committed plagiarism. • For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade. • Please find below the link to a video that guides applicants on how to apply to Job Openings: https://drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing • Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. • The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. • UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations. • The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework. • UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live. For more details on UNRWA, please visit: https://www.unrwa.org • Applications from UNRWA staff member who had been demoted with deferred eligibility for promotion will not be considered. • Applications from Staff members who were recipients under the Early Voluntary Retirement or Exceptional Voluntary Separation Schemes will not be considered. • Applications from Internal candidates serving for less than one year in their current post will not be considered. • The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description or to change the contract Modality. • A candidate is not eligible for consideration if he or she was short-listed and found not suitable for the same post within the previous 12 months unless the post description has since been altered by 30% or more, as determined by ODCS. • UNRWA reserves the right to proceed only with internal candidates or proceed with the candidates of an under-represented gender for any vacancy announcement when it determines that the short-list for a single post at any grade level is excessively long.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA 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. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work 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 RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.