OVERVIEW OF THE FUNCTIONS OF THE POST

a) The Service Contract holder operates under the applicable ICTs policies and guidelines, with a considerable degree of autonomy as regards the daily operation, maintenance and user support of entrusted applications. He/she is expected to make proposals for improvement of both relevant applications and service delivery. The supervisor and HQ IT colleagues provide guidance if and when needed.

b) The Service Contract holder is expected to establish effective working relationships with the colleagues in order to make sure the successful and timely delivery of services.

The incumbent interacts with office staff (Director/Head of Office, program and administrative staff) and with colleagues from the Headquarters corporate services (DBS) and the regional/cluster office, as applicable. Work relations focus on internal/external customer service, responding to queries, providing assistance on IT-related matters, and offering explanations and clarifications regarding cybersecurity rules.

Contacts with suppliers, UN agencies, and local authorities are largely limited to the collection and exchange of information regarding internet services, as well as the acquisition and maintenance of equipment.

MAIN TASKS OR SERVICES

The SC holder carries out the following tasks with care, diligence and compliance with the instructions received from the supervisor:

– Assure technical maintenance and administration of entrusted IT equipment, applications, including upgrades, troubleshooting, data uploads and configuration, and contribute to continuous improvement of data quality, while providing operational user support, training and guidance.
– Participate in new application projects, contributing to business case analysis and functional specifications/requirements. Actively contribute to related process improvement and simplification.
– Collect and analyze users’ feedback on system anomalies, dysfunctions and improvements needed. Maintain and update documentation, including related process improvement and simplification.
– Provide first-level technical assistance for ICT problem including support on devices and applications.
– Advise the AO and HQ IT colleagues on local IT procurement conditions and assist in the identification of local providers of IT equipment and services.
– Provide support in the monitoring and update of the IT equipment inventory.
– Assist in the maintenance of the digital record system of the office, in line with the procedures for information sensitivity and security.
– Assist in the upkeeping and update of the IT Business Continuity and IT Security Plan.
– Carry out any other related tasks that may be entrusted to him/her by the supervisor.

Additional tasks may be assigned, provided they are consistent with the function as set out above.

– Support to ensure the accomplishment of Cybersecurity training course, Data Protection and Data Privacy to staff and newcomers.
– Bring assistance with the preparation of travel plan, request and claims to staff when required.
– Prepare templates, letters forms and other documents when needed.
– Perform any other task or duty required by the Head of Office and the Administrative Officer.

COMPETENCIES (Core / Managerial)

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REQUIRED QUALIFICATIONS

Academic qualifications
Completed secondary education, technical or vocational education in the IT field.
University degree or technical training in Computer Science, Information Systems, or a related field (will be considered a plus).
Relevant certifications (such as CompTIA A+, Microsoft Certified IT Professional, Cisco Certified Network Associate – CCNA, etc.) are an advantage.

Relevant work experience
Normally five (5) years of work experience in integrated service execution and comprehensive process support preferably in an international environment.

Knowledge, skills and competencies
– Excellent interpersonal and communication skills,
– Excellent organizational and coordination skills, with emphasis on quality, efficiency and aptitude to work under pressure.
– Discretion, initiative and service oriented to provide quality and timely support and services.
– Good knowledge of standard office software (word processing, spreadsheets, etc.).
– Capacity to deal with people of different cultural backgrounds efficiently and tactfully.
– Flexibility to adjust work schedules and priorities. Attention to detail and meticulous in correspondence.

Language requirement(s)
Good knowledge (written and spoken) of English or French and knowledge of the/a local language; knowledge of other official UN language would be an asset.

DESIRABLE QUALIFICATIONS