Background
Under the guidance and direct supervision of the ICT Analyt, the ICT Associate provides ICT services, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.
Duties and Responsibilities
- Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
- Participation in development and implementation of ICT annual plan and Standard Operating Procedures in ICT services.
- Provision of support to the use of Quantum (UNDP’s implementation of ERP) functionality for improved business results and improved client services as well as other systems used by other agencies housed in the UN Building.
Ensure effective functioning of the CO hardware and software packages, focusing on the achievement of the following results:
- Effective functioning (installation, operation and maintenance) of all UN Agencies hardware equipment and acquisition of hardware supplies.
- Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
- Installation of commercial and in-house developed software and related upgrades, anti-virus programs on a timely basis.
Ensure efficient networks administration, focusing on achievement of the following results:
- Monitoring of the network connection on a daily basis to ensure a stable and responsive network environment.
- Trouble-shooting and monitoring of network problems. Ensure that the UN Agencies desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks
- Response to user needs and questions regarding network access.
- Maintenance of up-to-date parameters of information for the network clients and electronic mail.
- Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups.
- Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities.
- Networks administration support to other UN agencies as required and preparation of bills for cost recovery for the service provided.
Provide web management services, focusing on achievement of the following results:
- Support to the maintenance of the CO websites and Intranet.
- Trouble-shooting and monitoring of websites for UN agencies upon request and preparation of bills for cost recovery for the service provided.
Provide administrative support, focusing on achievement of the following results:
- Provision of advice on and assistance in procurement of new ICT equipment for UN Agencies and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids
- Maintenance of an up-to-date inventory of the software and hardware.
- Maintenance of a library of ICT related reference materials
- Facilitate the maintenance of the ICT inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams.
- Provision of ICT support to key events.
Ensure facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:
- Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision.
- Participation in the organization of training for the CO personnel on ICT issues.
- Maintenance of staff/personnel training profiles.
- Synthesis of lessons learned and best practices in ICT.
- Sound contributions to knowledge networks and communities of practice.
Competencies
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
Cross-Functional & Technical competencies:
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, and look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.
- 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
Information Management and Technology
- IT Customer Support. Ability to support 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.
- Network, Communication, and Infrastructure Management. Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
- User Experience and Business Analyst. Capacity to translate efficiently user needs into IT requirements around human-centered design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.
Required Skills and Experience
Education:
- Secondary education is required with formal training in IT systems, business software and/or web-based applications.
- A University Degree (Bachelor´s degree) in Computer Science will be given due consideration, but it is not a requirement.
- Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset.
Experience:
- Minimum of 7 years (with secondary education) or 4 years (with bachelor´s degree) of relevant working experience in an ICT environment, including network administration, management of hardware and software platforms and telecommunications facilities is required.
Required skills:
- Experiece in any two of the following is required; Cisco Unified Call Manager, PhoneEx TMS, Polycom Video Conference System, VSAT System, ElFiQ LLBknowledge of Windows-based packages/applications as well as support
- Experience on non-Windows systems such as Linux, Novell and Groupwise applications and servers, Commvault backup system, MGE Galaxy 5000 UPS system management and supportis required.
Desired additional skills and competencies:
- Experience in Performing of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.
- Experience in business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities
- Experience in Troubleshooting and monitoring of network problems, malicious virus attacks and deploy countermeasures in the event of the attacks
- Experience in maintenance of the ICT inventory and stock of supplies and spare parts.
- Work experience within the UN
- Relevant and proven working experience providing technical support for hardware/software or cloud ERP environments, and applying knowledge of database applications, web-based management systems, and cloud infrastructure solution
- Experience and ability to work effectively in multi-disciplinary and multi-cultural teams
Required Language(s) (at working level):
- Fluency in English and Tetum is required
Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.
UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.
Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.
Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Scam alert
UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.
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