UNCDF Jobs - 115413- ICT Support Associate

ICT Support Associate

Advertised on behalf of

UNCDF

Location :

New York, UNITED STATES OF AMERICA

Type of Contract :

NPSA (Short-Term)

Starting Date :

01-Mar-2024

Application Deadline :

22-Feb-24 (Midnight New York, USA)

Post Level :

NPSA-6

Duration of Initial Contract :

6 Months

Languages Required :

English

Expected Duration of Assignment :

6 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

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

UNCDF is the UN’s capital investment agency for the world’s 48 least developed countries (LDCs). With its capital mandate and instruments, UNCDF offers “last mile” finance models that unlock public and private resources, especially at the domestic level, to reduce poverty and support local economic development. This last mile is where available resources for development are scarcest; where market failures are most pronounced; and where benefits from national growth tend to leave people excluded.

UNCDF’s financing models work through two channels: savings-led financial inclusion that expands the opportunities
for individuals, households, and small businesses to participate in the local economy, providing them with the tools they need to climb out of poverty and manage their financial lives; and by showing how localized investments — through fiscal decentralization, innovative municipal finance, and structured project finance — can drive public and private funding that underpins local economic expansion and sustainable development. UNCDF financing models are applied in thematic areas where addressing barriers to finance at the local level can have a transformational effect for poor and excluded people and communities.

By strengthening how finance works for poor people at the household, small enterprise, and local infrastructure levels, UNCDF contributes to SDG 1 on eradicating poverty with a focus on reaching the last mile and addressing exclusion and inequalities of access. At the same time, UNCDF deploys its capital finance mandate in line with SDG 17 on the means of implementation, to unlock public and private finance for the poor at the local level. By identifying those market segments where innovative financing models can have transformational impact in helping to reach the last mile, UNCDF contributes to a number of different SDGs and currently to 28 of 169 targets.

Under the guidance and direct supervision of the ICT Associate, and in consultation with the UNDP’s Information and Technology Management (ITM) Office, the ICT Support Associate provides leadership in the provision of ICT services for UNCDF (HQ and Regional offices). This includes implementing ICT management systems and strategies, as well as providing daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for the permanent review and the provision of advice on the use of new technologies that will enhance UNCDF productivity. The ICT Support Associate promotes a client-oriented approach. The ICT Support Associate works in close collaboration with the UNCDF Practices and Strategic Management teams at UNCDF Headquarters for resolving complex ICT- related issues.

The incumbent exchanges information and shares expertise on applications and ICT tools with relevant IT staff from other units and liaises with Information Systems and Technology support staff for the resolution of problems/questions that cannot be resolved by the UNCDF technical-support.

Duties and Responsibilities

Ensure implementation of ICT strategies and introduction/ implementation of new technologies.

Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the organization technology environment.
Provide input to elaboration of internal policies and procedures on ICT use. Elaborate the content of internal Standard Operating Procedures in ICT in consultation with UNCDF management.
Conduct market research and analysis and introduce new technology for system updating and improvement.
Provide advice on and assistance in procurement of new ICT equipment for the HQ and field offices and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids, as needed / requested.
Ensure maintenance of measures in place for business continuity and disaster recovery processes and procedures in compliance with UNDP corporate requirements.
Provide support to the use of ERP (Quantum / UNall) functionality for improved business results and improved client services.

Ensure effective functioning of the CO hardware and software packages.

Provide advice on maintenance of equipment and acquisition of hardware supplies.
Supervise the implementation of corporate UNDP systems.
Support alignment with the UNDP Intranet corporate standards.
Perform specific technical functions, including changing of hardware electronic components (RAM, network wiring, power sources, etc.) and basic repairs whenever possible.
Prepare hardware/software requirements and provision of technical specifications and information on best options in HQ, and assistance in review of quotations and bids as needed / requested for COs; preparation of requisitions for IT equipment and submission to Procurement unit.
Maintain an up-to-date inventory of hardware, and other miscellaneous ICT supplies in cooperation with the Procurement Unit.

Provide automation and digitalization support for both HQ, Regional Offices and Field Offices.

Provide support in the deployment of new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required.
Support development of new automation tools using UNDP corporately developed platforms.
Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Practice Areas during the development life cycle.
Support provision of in-house development of tools for programme and operations as needed.
Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (e.g., office management system, donor profile software, knowledge management systems).

Ensure efficient network administration.

Monitor the network connection on a daily basis to ensure a stable and responsive network environment.
Operate network utility procedures; Ensure UNCDF desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of attacks, as instructed by UNDP IT Security Office.
Assist in the implementation of cloud-based backup and restoration procedures (OneDrive).
Respond to user needs and questions regarding network access.
Trouble-shoot and monitor network problems.

Ensure facilitation of knowledge building and knowledge sharing in the organization.

Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.
Organize training for the UNCDF staff on ICT issues as needed.
Synthesize lessons learned and best practices in ICT.
Provide sound contributions to knowledge networks and communities of practice.

Institutional Arrangement

This incumbent will be supervised by the UNCDF ICT Associate.

Competencies

Core Competencies:

Achieve Results: LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work

Think Innovatively: LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking

Learn Continuously: LEVEL 2: Go outside comfort zone, learn from others and support their learning

Adapt with Agility: LEVEL 2: Adapt processes/approaches to new situations, involve others in change process

Act with Determination: LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously

Engage and Partner: LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships

Enable Diversity and Inclusion: LEVEL 2: Facilitate conversations to bridge differences, considers in decision making

Cross-Functional & Technical competencies (insert up to 7 competencies)

Business Management (Results-Based Management)

Ability to manage programmes and projects with a focus on improved performance and demonstrable results.

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.

Business Management (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.

Business Management (Digital Awareness and Literacy)

Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

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.

Information Management and Technology (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.

Information Management and Technology (User Experience and Business Analyst)

Capacity to translate efficiently user needs into IT requirements around human-centered design.

Required Skills and Experience

Min. Education requirements:

Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MCSE or MCP are an asset.
A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.

Min. years of relevant work experience:

Minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, providing technical support for hardware/software or cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
Experience and knowledge on hardware, software, networking, and telecommunications systems.
Experience in troubleshooting and resolving technical issues efficiently, both independently and collaboratively.
Experience in providing customer support, understanding user needs, and delivering timely solutions and support.
Experience working with user-centered designs and conducting user research and testing is required.

Required skills:

Experience in the usage of computers and office software packages (MS Word, Excel, Photoshop etc.). Exposure to web-based management systems.

Desired skills in addition to the competencies covered in the Competencies section:

Core behavioral Competency: Consistently strive to meet or exceed excellence standards.

Required Language(s):

Fluency in the UN language of the duty station is required.
Fluency in the national language of the duty station is required for local staff.