UNDP Jobs - 53151- Teamworks - Helpdesk Associate

Teamworks - Helpdesk Associate

Location :

Home-based

Type of Contract :

Individual Contract

Starting Date :

09-Feb-2015

Application Deadline :

02-Feb-15 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

11 Months

Languages Required :

English French

Expected Duration of Assignment :

11 Months

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.

Background

The Bureau for Policy and Programme Support (BPPS) provides the foundation for UNDP’s global thematic work. BPPS provides the tools, analysis and capacities that country offices need to make a real difference in UNDP’s practice areas. Accordingly, BPPS is the corporate sponsor of Knowledge Management for UNDP and is responsible for ensuring that knowledge created at any level of the organisation will be made available to all staff to enhance organisational effectiveness. It does this through the Development Impact Group (DIG) which provides a corporate service delivering a core set of knowledge sharing solutions to the entire organization. All activities of the DIG will support the goals and outcomes established in UNDP’s Strategic Plan 2014-2017.

A core element of UNDP’s Knowledge Management work is “Teamworks”, a secure, web-based, globally-integrated Extranet platform that will enable UNDP and external partners to leverage the collective knowledge of communities, individuals, programmes and projects in the most useful, cost-effective manner.

An easily navigable knowledge base for individuals, groups, programmes and projects, Teamworks ensures global distribution of quality-assured knowledge, while also giving users the capacity for contextualizing and sharing their knowledge, finding knowledge relevant to them and identifying and connecting with peers, advisors and experts wherever they are located.

Teamworks allows UNDP staff and partners, among other capabilities, to:

Make their expertise available by highlighting their professional knowledge, experience and skills on their individual profile page;
Share insights and innovative solutions by contributing knowledge assets, links to external resources and recommendations;
Obtain advisory services and find experts and consultants;
Join and contribute to Communities of Practice;
Create their own ad-hoc user groups to capture free-flowing knowledge and foster innovation, communication and collaboration;
Conduct effective searches to access a repository of knowledge assets, including guidelines, Fast Fact briefs and official position papers, as well as user-contributed presentations, papers. photographs and videos;
Obtain project information and share project achievements, evaluations and good practices that can, in turn, be used by other users to design new initiatives; and,
Communicate by instant messaging and computer telephony.

Under the guidance and supervision of the Policy Specialist, Digital Strategies, the consultant is sought to provide client-side helpdesk services with regard to usage and implementation of the application Teamworks.

Duties and Responsibilities

Support and user training

Provide direct Tier 1 support to online users of the Teamworks platform via Zendesk tool;
Manage and collect client requests associated with comments and / or suggestions made in the functionality and use of Teamworks and escalate them to Tier 2 & 3 as appropriate;
Provide workarounds as possible until a solution implemented by the development team;
Help users in the region with creating and managing their groups and adding content.

Development of Teamworks Products

Report regularly on errors found according to the use and implementation of Teamworks by users;
Assess and document requests for new features and report bugs found by customers and upload them to the management system for tracking bugs and new features;
Generate and maintain the knowledge base of technical assistance, solutions, questions and answers related to the platform
Evaluation and testing of new features of the platform and bug fixes;
Prepare periodic reports of use and access of the platform, technical issues and make suggestions;
Monitor and report on usage and trends in the platform.

Administration of Teamworks – Liaise with the development team

Liaise with technical staff on the status of Teamworks errors in order to improve the platform and managing communication with customers;
Provide technical information to team discussions on Teamworks conceptualization, development and implementation according to the feedback received from users;
Participate in the regression testing and module testing of Teamworks features.

Deliverables

100% of user requests received via Helpdesk in French are answered, resolved or escalated to next tier of support in less than 24 hours in a business day;
At least 40% of overall user requests received via Helpdesk in English are answered, resolved or escalated to next tier of support in less than 24 hours in a business day;
Develop a knowledgebase of common user requests and support issues regarding Teamworks;
Provided advise and support to build at least 5 spaces (groups) in Teamworks;
Involved in full regression testing of at least 5 Teamworks major releases.

Competencies

Knowledge Management

Proven strong experience in Knowledge Management and/or Organizational Learning;
Excellent understanding of Knowledge Management concepts, principles, tools and Methodologies.

Communication and advocacy

Proven experience in organization-internal communication and advocacy tasks within an international organization;
Excellent English and French communication skills in face-to-face settings and in writing;
Ability to explain complex and abstract concepts in simple terms and adapt language and content to different target audiences.
Client-service attitude and sensitivity in communicating with clients;
Excellent interpersonal skills with a proven ability to work with cross-functional teams.

Technology

Demonstrates strong IT skills;
Strong experience in using and advocating for web applications, knowledge platforms, Web 2.0 tools and content management systems;
Able to learn new technologies quickly. Demonstrated willingness to keep technical skills and knowledge up-to-date;
Strict attention to detail;
Ability to think logically and analytically in a problem-solving environment.

Operational Effectiveness

Consistently approaches work with energy and a positive, constructive attitude;
Demonstrates openness to change and ability to manage complexities;
Ability to effectively manage logistics of events, trainings and small-scale projects.

Required Skills and Experience

Education:

Completion of secondary education is required;
Bachelor’s degree highly desirable.

Experience:

At least 3 years of professional experience in customer relations, helpdesk services, knowledge management, information management or related activities;
Of which 3 years of experience in managing web applications, in particular Social Networking and Web 2.0;
Of which 2 years of experience working in a large-scale international organization.

Language:

Fluency in spoken and written English and French;
Working knowledge of another UN language is an asset.

Evaluation Criteria:

Minimum Requirements:

Good written and oral skills in English and French;
Work from 9.00 AM to 5.00 PM UTC (Responding to helpdesk requests from Asia and the Pacific, Europe and Africa).

The selection will be based on a combined Scoring method – where the qualifications will be weighted 70% and combined with the price offer which will be weighted 30%. Candidates who meet the minimum qualifications/competencies will be evaluated based on the below technical evaluation criteria.

The Technical evaluation will be based on the following criteria with the corresponding points (out of a total of 70 points)

Completion of secondary education is required. Bachelor’s degree highly desirable - 20 points;
At least 3 years of professional experience in customer relations, helpdesk services, knowledge management, information management or related activities - 30 points;
3 years of experience in managing web applications, in particular Social Networking and Web 2.0 - 10 points;
2 years of experience working in a large-scale international organization - 10 points.

Only Individual Consultants obtaining a minimum of 49 of the obtainable points of 70 points (70%) in technical evaluation would be considered for the Financial Evaluation.

Financial Evaluation. The following formula will be used to evaluate financial proposal:

p = y (µ/z), where

p = points for the financial proposal being evaluated;
y = maximum number of points for the financial proposal;
µ = price of the lowest priced proposal;
z = price of the proposal being evaluated.

UNDP is applies a fair and transparent selection process that takes into account both the technical qualification of Individual Consultants as well as their price proposals. The contract will be awarded to the candidate obtaining the highest combined technical and financial scores.

Other Important Considerations:

Equipment

The consultant must have access to the following: a) Telephone, b) internet connection, c) computer.

The attachments should be uploaded in the next page of the Job site

Please submit a cover letter explaining why you are the most suitable candidate for the advertised position. Please paste the letter into the "Resume and Motivation" section of the electronic application. (mandatory);
Financial proposals must be all inclusive and must be expressed on the basis of a daily fee. The term ‘all inclusive” implies that all costs (professional fees, travel related expenses, communications, utilities, consumables, insurance, etc.) that could possibly be incurred by the Contractor are already factored into the daily fee; (mandatory);
Names, titles and contact details (telephone and e-mails) of 3 references. UNDP retains the right to contact the references directly. (mandatory).

Personal CV and/or UNDP Personal History Form:

Applicants must submit their CV or Personal History Form through this Online system. Click “Apply Now” button, fill in necessary information on the first page, upload the document and click “Submit Application”;
Please note that the system takes only one attachment. Scan all documents into a single PDF file to attach;
To note, a completed PH 11 Form will be required at the time a consultant signs an Individual Contract (IC) or his/her employer, if employed, signs a Reimbursable Loan Agreement (RLA) for work associated with this assignment. UN Personal History form (UN PH11) can be downloaded from here(http://sas.undp.org/documents/P11_Personal_history_form.doc

Annexes and References

Individual Consultant's General Terms and Conditions are provided here: http://www.undp.org/content/dam/undp/documents/procurement/documents/IC%20-%20General%20Conditions.pdf.

Due to the large number of applicants, UNDP regrets that we are unable to inform unsuccessful candidates about the outcome or status of the recruitment process.