To assist in the installation, configuration, maintenance, monitoring and general support of IT systems, networks, platforms and applications. To develop, maintain and improve web applications and automate business processes. To monitor, test, and respond to incidents in order to ensure system availability, functionality, accessibility and security. To assist users with IT questions or problems by solving them.

Under the supervision of the IT Specialist, incumbent is responsible for the following duties:

• Support the development of online platforms for both frontend and backend by preparing user requirements and other technical specifications, designing, development and installation of such platforms to ensure user requirements meet business needs and to contribute to increased efficiencies in processing data.
• Undertake rigorous testing and proving of applications software by participating in planning, feasibility study, system analysis and testing new technologies, analyzing and implementing system changes and upgrades to ensure the quality of applications software and compatibility with the existing systems.
• Assist the operations, security, system and platform availability by providing support for ongoing incidents, classifying and taking ownership, troubleshooting, debugging and applying fixes to issues in a timely manner, showing initiative in keeping up with application performance indicators, flagging risks and issues to ensure that IT solutions are optimized for performance, availability and security, and they are up to date with secure coding practices.
• Update the UNITAR website, the Event Management System (EMS), e-learning platform and other online platforms by assisting in managing day-to-day operations to ensure all data and information is up to date and provide accurate information to internal and external users.
• Assist in managing the servers by monitoring its resources, upgrading the software and updating user accounts so that the institutional memory and information are centrally available and secured.
• Coordinate and participate in IT helpdesk support services by determining and resolving IT issues of users, investigating and developing solution in order for users to maintain productivity and efficiency.
• Draft training materials and conduct training sessions and demonstrations of systems and platforms for users by preparing, updating and maintaining documentation and related technical / procedure manuals, organizing training sessions according to the needs and requirements to empower all users to fully take advantage of the systems and platforms functionalities and resources.
• Assist in IT procurement by participating in needs assessments and benchmarks, preparing technical specification and evaluation criteria to ensure IT equipment and services are procured in accordance with the requirements of the Institute as well as with the established rules and procedures.
• Provide advice to users on IT related matters in consultation with the IT Specialist by analyzing the nature of requests, research on the related subject, if necessary, to ensure all IT related inquiries are answered in a timely manner.
• Perform other related duties as required.

Actions meet corporate standards for professional delivery; guidance, feedback / review / revisions are necessary in the delivery of some of the incumbent’s products and services. Given the limited resources of the Unit, the incumbent works on most matters with a high degree of autonomy. The incumbent may also supervise consultants, contractors and trainees in the performance of his or her duties.

Failure to perform timely and effectively will impact negatively on the proper functioning of the Unit’s performance as well as the overall business performance of the Institute. Related risks associated with the posts include financial (e.g. delayed modifications to the budget tool and other internal tools to manage and/or monitor financial information) and business inefficiency (e.g. non-functional internal tool to manage resources such as purchase request platform or portal to internal resources such as UNITARnet, and delayed IT support to solve IT issues for business continuity).

• Professionalism: Knowledge and understanding of modern IT theories, concepts and approaches in network, hardware and software; ability to write and fix computer code and maintain Information Technology infrastructure; ability to identify issues, analyze and participate in the resolution of issues/problems, taking into consideration client’s capacities and constraints; ability to apply judgment in the context of assignments given, plan own work and manage conflicting priorities; 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; ability to provide multiple options for resolution of IT issues and problems.
• Communication: Ability to explain technical issues and solutions in non-technical languages; speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having two-way communication; openness in sharing information and keeping people informed.
• Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to give technical advice to others and learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
• Planning & Organizing: Develops clear goals that are consistent with agreed strategies of the Unit; identifies priority activities and assignments by assessing the urgency and seriousness of the issues; 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.
• Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.
• Creativity: Actively seeks to improve services; offers new and different options to solve problems or meet client needs; promotes and persuades others to consider new ideas; takes calculated risks on new and unusual ideas; thinks “outside the box”; takes an interest in new ideas and new ways of doing things; is not bound by current thinking or traditional approaches.
• Client Orientation: Considers staff and collaborators to be “clients” and seeks to see things from their point of view who may not be technologically savvy; establishes and maintains productive partnerships with all staff and collaborators by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of services to client.
• Commitment to Continuous Learning: Keeps abreast of new developments in IT matters; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues; shows willingness to learn from others; seeks feedback to learn and improve.
• Technological Awareness: Keeps abreast of new technology in various areas of IT; understands applicability and limitation of technology to the work of the Institute; actively seeks to apply technology to appropriate tasks.