The following documents shall be required from the applicants:

  1. 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.
  2. A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.
  3. 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 Volunteers (UNV) programme is administered by UNDP and follows all UNDP rules and regulations. UNV is the UN system common service that promotes volunteerism to support peace and development worldwide. Volunteerism can transform the pace and nature of development and it benefits both society at large and the individual volunteer. UNV contributes to peace and development by advocating for volunteerism globally, encouraging partners to integrate volunteerism into development programming, and mobilizing volunteers.

UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. ICTS is working in close collaboration with UNDP ITM department.

Institutional Arrangement:

The IPSA will work under the direct supervision of the ICT Associate in ICTS.


UNV will cover the cost of any official travel expected to be associated with performing the functions.

Duties and Responsibilities

Scope of Work:

Lead training efforts

  • Leads user training initiatives for all UNV applications for internal and external audiences
  • Conducts internal and external stakeholder consultation initiatives with a goal to collect learning and training needs for all UNV applications
  • Conducts demonstrations of UNV applications to various audiences
  • Based on the input received during the training sessions and through other means, prepares reports, detailed user stories and other documentation for development teams to implement the changes
  • Advises and assists UNV personnel in the use of IT-supported products, data retrieval, file transfers and conversions

Respond to service desk requests

  • Monitors and responds to user needs, questions, and general inquiries at service desk the level 2 using UNV’s corporate service desk platform (Salesforce) and timely escalates complex technical cases to level 3 level for resolution.
  • Monitors and supports the maintenance of business intelligence reports related to UVP service desk inquiries.
  • Ensures all systems-related inquiries are correctly categorized in the Salesforce service desk platform.
  • Supports the creation of user stories related to resolving bug tickets in the UNV corporate task management platform (ClickUp).
  • Proposes improvements and system reconfiguration based on incoming service desk inquiries.
  • Closely works with the Service Desk team (tier 1) and support in drafting knowledge articles and chatbot intents to increase the share of inquiries responded on the service desk tier 0 level (self-service and chatbots)
  • Supports testing process for new or modified functionalities regarding existing service desk cases.

Facilitate knowledge building and knowledge sharing

  • Leads knowledge and learning products development efforts, including for the standard user documentation, various user guides – also in video format.
  • Prepares release announcements for wide distribution.
  • Prepares communication and promotional content regarding UNV applications.
  • Improves the content of UNV applications
  • Shares and disseminates synthesis of lessons learned and best practices directly linked to systems management.
  • Makes sound contributions to knowledge networks and communities of practice.
  • Performs other duties as required


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 

Thematic Area



Information Management & Technology


User Experience and business analyst

  • Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow,, and Microsoft product an asset.



Multimedia writing/editing

  • Ability to create and/or edit written content for multimedia

Digital & Innovation


Data literacy


  • Understand the potential as well as the limitations of using data driven innovation
  • Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration

Required Skills and Experience

Minimum Qualifications of the Successful IPSA

Min. Academic Education

Bachelor’s degree, preferably related to computer science or systems analysis and/or training or communications, or related field

Min. years of relevant Work experience

7 years of experience in provision of business applications training, business analysis, development and/or management web-based business systems

Required skills and competencies

  • Strong analytical and problem-solving skills
  • Fluency in English and one of the other two UNV languages (French or Spanish), basic knowledge of the other UNV language
  • Experience providing Service Desk function
  • Experience providing application training
  • Experience preparing user guides, including in video format
  • Experience in drafting, writing, and editing in English and one of the other two UNV languages (French or Spanish)
  • Strong writing and editing skills

Desired additional skills and competencies

  • University degree in information technology, computer science, adult learning, or communications is desirable
  • Supplementary training in information technology
  • Training in editing/writing/publishing
  • Training in software testing
  • Training in knowledge sharing and learning provision
  • Experience with applications testing and application development cycle
  • Experience in UNV and UNDP systems, particularly with Unified Volunteering Platform, Atlas, Quantum and Salesforce

Required Language(s) (at working level)

  • Excellent writing and oral communication skills in English
  • Fluency in English and one of the other two UNV languages (French or Spanish), basic knowledge of the other UNV language