Background

Instructions to Applicants: Click on the "Apply now" button. Input your information in the appropriate Sections: personal information, language proficiency, education, resume and motivation. Upon completion of the first page, please hit "submit application" tab at the end of the page. Please ensure that CV or P11 and the Cover letter are combined in one file.

The following documents shall be required from the applicants:

Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.

A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.

Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.

Office/Unit/Project Description 
The United Nations Development Programme (UNDP) Office of Information Technology and Management (ITM) is the organization’s primary provider of high-quality products of ICT systems and Green Energy services to a global network of 155+ country offices and UNDP partners worldwide.

The mission of ITM is to develop modern-age Smart Facilities which guarantees efficient, innovative and sustainable management of technologies for UN facilities, and consistency with Sustainable Development Goals (SDGs). We are committed to offer a framework of best practices, and to deliver simple-to-use, and standards-based support tools, to allow innovation to flourish throughout the organization.

Our primary motivations are to accompany the transition to greener technologies and to increase connectivity in challenging locations, in order to leave no one behind. More particularly, we are actively participating to Covid-19 Crisis Response, as Covid-19 has increased the need for digital collaboration and connectivity. On a more practical level, we do this to maintain organizational productivity using technology, improve stakeholders well-being, optimize financial efficiency, and serve as a showcase for development at local level.

ITM/SIS office in Copenhagen is expanding with relocation of more colleagues from different parts of the world so it is very important that ICT infrastructure and resources are running smoothly in the office and are managed correctly too. Because of growing demand for daily support and ongoing activities, it is required to have a good monitoring system and support personnel in the office to manage/ensure that the resources/systems are running perfectly and provide timely and efficient support to end users.

The ICT Associate performs an integral role and is the first line responder of systems/solutions related issue to support end-users’ problems or defects with products and programs, reported by ICT Managers or IMAs. The specialist answers all inquiries, respond to emails and perform in-person support sessions. The incumbent needs a combination of technical and interpersonal attributes, good judgement, clear communication skills and the ability to help others are integral qualities.

Institutional Arrangement
? On a day-to-day basis, the contractor will be working with and directly reporting to the Manager of Smart Infrastructure and Connectivity Unit (SICU) and Senior ICT Analyst based in New York;
? The Global ICT Advisor has the overall responsibility to guide the both the Manager of SICU and the Contractor;
? Progress reporting will be done in the monthly team meeting and also Weekly Meetings.

Duties and Responsibilities

Scope of Work 
The ICT Analyst is required to play a significant role as guided by the Global ICT Specialist in achieving the following tasks:

• Developing technical & operational guides: Develop concepts/ideas for Infrastructure/technical operations of in New York office; Testing the concept and ensure it is efficient, reliable and robust; Document the concept and developing the step-by-step operation procedure based on test results (example, DR/BC step-by-step guide, Backing up devices step-by-step guide);
• Installation, Operation and Development Support: Play an active role in the roll-out and operation of OneICTbox concept infrastructure in New York office, by working together with other teams in ITM and ICT focal points (IMAs), Regional Coordinators, and UNICC (or vendors); Perform initial installation of devices and assist on remote installation and activation of infrastructure components; Ensure the installation and configuration of networking devices (Wire, Wireless, Digital Collaboration and IP Telephony) are in line with Standard configuration guidelines and consistent; Monitor, document, and report on status of each implementation in New York based offices; Provide offices with technical support on escalated issues related to the team in Copenhagen as may be directed by the Global ICT Specialist;
• Capacity Building: Ensure adequate capacity in New York offices by providing necessary trainings and sharing knowledge to ICT focal points and conduct webinars occasionally as may be directed by the Global ICT Advisor or Global ICT Specialist;
• Documentation and ISO 9001 Compliance: Write documentation related to Infrastructure operation in New York office, including, but not limited to, procedures, system documentation, technical guides, conformity and corrective reports, and user feedback. Monitor and ensure compliance with corporate standards and ISO 9001:2015 of both the roll-out process and documentation

Competencies

Core
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

Digital and Innovation / Experimentation / Ability to design, run and manage tests to evaluate ideas, solutions, or interventions to address development challenges, observe and learn about (system-wide) effects and implications. Selecting appropriate experimentation methods, tools to fit with specific learning purposes (probe, trail & error, validate), conditions and constraints; being able to assess their potential risks, trade-offs and ethical ramifications.
Ability to turn test results into recommendations, document and present them in compelling ways to inform further improvements, iterative development cycles, planning and decision making.

Information Management & Technology / Network, Communication and Infrastructure Management / Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCNA/CCNP or similar is desirable.

Information Management & 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.

Business Direction & Strategy / System Thinking / Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system

Required Skills and Experience

Min. Academic Education

• Master’s degree in engineering, Computer Science, Telecommunication or related field with two (2) years of relevant experience, or
• Bachelor’s degree in engineering, Computer Science, Telecommunication or related field with four (4) years of relevant experience can be considered.

Min. years of relevant Work experience

• With Master`s 2 years of relevant work experience, preferably in the ICT environment and IT operations field with experience with network infrastructure operations, telecommunication and cloud-based solutions.
• With Bachelor`s 4 years of relevant work experience, preferably in the ICT environment and IT operations field with experience with network infrastructure operations, telecommunication and cloud-based solutions.

Required skills and competencies

• Expertise in Networking: knowledge in computer networking as in setting up and operating ICT infrastructure is required
• Expertise in Information Security: knowledge in Information Security and Firewall technologies, apply such knowledge and experience in developing infrastructure setup is required
• Expertise in ICT operation support: Knowledge and experience in ICT operation and support, applying standard practice and guideline is required

Desired additional skills and competencies

• Knowledge in Network Infrastructure troubleshooting and maintenance, LAN/WAN technologies, Voice, Video and Collaboration service management, Hardware configuration including network switches and routers is desirable;
• Experience with Identification and prevention of any potential network issues and ICT Security is desirable.
• Knowledge Management: Ability to efficiently handle and share information and knowledge is desirable
• UN experience is desirable;
• PRINC2/ITIL/PMP/ISO20000 certificates will be an added advantage;

Required Language(s) (at working level)

• Proficiency in English is required.
• Working knowledge of other UN language is desirable