Background

The Office of Information Systems and Technology (OIST) supports UNDP by delivering Information Communication Technology (ICT) solutions and providing technical support for a variety of platforms and software solutions.

Within the Office of Information Systems Technology (OIST) is the Management Support Center (MSC) unit, also known as the Atlas Helpdesk that has the basic mandate of providing a single point of contact to manage end user support, service requests and incidents related to the organization’s Enterprise Resource Planning (Oracle PeopleSoft Financials) system and Content Management systems (Sharepoint and CQ5.3), among others.
 
The unit is currently operating on a 10-staff capacity providing support to UNDP country offices in the Asia Pacific, Europe, Middle East, Africa, North and South America time zones. In addition, it provides extended support to various units within the Office of Information and Systems Technology (OIST); and, to various offices and work streams within the Bureau of Management (BOM) and UNDP partner agencies across the globe.

In order to meet increasing end user requirements, the Management Support Center (MSC) is seeking to retain the services of a service desk Analyst for an initial period of six months. The successful candidate will join the unit in processing emails, basic troubleshooting, providing resolutions to common issues and building a database of solutions.

The incumbent must be willing to work off New York office hours as required.

Duties and Responsibilities

Under the direct supervision of the Manager of the Management Support Center (MSC) within the Office of Information and System Technology (OIST) the incumbent will be responsible for, but not limited to, the following duties:

User Support (75%):

  • Support helpdesk activities by monitoring emails sent to ihelp@undp.org primarily and ps.support@undp.org, secondarily;
  • Support helpdesk activities by reviewing, analyzing and providing solutions to iHelp-related user issues;
  • Identify user needs and corresponding intervention measures.

Knowledge Management (25%):

  • Build a solution database for internal helpdesk use;
  • Review and update existing Non-Atlas FAQs from the MSC Site pages.

It is expected that the consultant will substantially contribute to producing, among others, the following outputs:

  • Daily user trends and helpdesk statistics;
  • Monthly incident tracking reports;
  • Monthly submission of information materials for the MSC Site FAQs through Atlas and iHelp solutions available  in CRM and ihelp@undp.org

The incumbent is expected to deliver work eight (8) hours per working day.

The key results have an impact on the efficiency of the unit.  Accurate analysis and presentation of information, thoroughly researched and fully documented work strengthens the capacity of the office and facilitates subsequent action by the supervisor.  Incumbent’s own initiative and timely finalization is decisive in results of work.

Scope of Price Proposal and Schedule of Payments:

  • Financial proposal to be submitted to cpu.bids@undp.org.
  • Financial proposals must be all inclusive and must be expressed on the basis of a monthly fee  in USD;
  • The consultant is expected to work off New York working hours;
  • Payments will be made based on the agreed upon monthly rate and released upon submission of a certificate of payment request, indicating outputs achieved and days worked to be verified and cleared for payment by the supervisor

Criteria for Selection of Best Offer:

  • 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%;
  • The 70% rating will be based on how well the applicant meets the minimum qualifications/competencies described above.

Competencies

Functional Competencies:

Communication: 

  • Communicates effectively with users at all levels of the organization and is comfortable in handling relations at all levels; Demonstrates sensitivity, tact and diplomacy in internal as well as external relations in his/her role as Global Service Desk Analyst.

Professionalism: 

  • Capable of working in a highly pressured environment with different types of users, managing many tasks simultaneously;
  • Able to handle a large volume of emails accurately and thoroughly, with great attention to detail;
  • Exercises the highest level of responsibility and is able to handle confidential and politically sensitive issues in a responsible and mature manner.

Teamwork: 

  • Works well in a team; projects a positive image and is ready to take on a wide range of tasks to create an enabling environment for the service desk;
  • Focuses on result for the client and responds positively to feedback. 

Technical Skills:  

  • Excellent communication and computer skills; knowledge of Oracle PeopleSoft, CRM or Content Management Systems (specifically CQ5) a plus

Knowledge Management and Learning: 

  • Willingly shares knowledge and experience and makes contributions to MSC initiatives;
  • Actively develops deep understanding and experience in one or more PeopleSoft modules, UNDP POPP, other UNDP resources and tools.

Required Skills and Experience

Education:

  • Must have completed a 4-year college degree or Technical Trade diploma with 5 years of experience in web development.

Work experience:

  • At least two years of web development;
  • At least two years of experience in client/user support;
  • At least one year experience in Content Management System support, specifically CQ5.

Language requirements:

  • Proficiency in English;
  • Good working knowledge of another official UN language is an asset.

Application Procedures

Qualified and interested candidates are hereby requested to apply. The application package should contain the following:

Online Application

 

  • Brief description of why the candidate considers her/himself the most suitable for the assignment.

Personal CV

 

  • Past experiences with similar projects;
  • At least 3 references, including telephone and email contact details.

Shortlisted candidates will be asked to submit a Financial Proposal

 

  • All-inclusive, lump sum daily rate based on a 7.5-hour working day, supported by a breakdown of costs
  • If the candidate is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNDP under a Reimbursable Loan Agreement (RLA), the candidate must indicate at this point, and ensure that all such costs are duly incorporated in the Financial Proposal submitted to UNDP;
  • The Financial Proposal is to be emailed to cpu.bids@undp.org on or before the deadline given above, with the heading Financial Proposal for ICT Security Consultancy.

Evaluation

Individual consultants will be evaluated based on cumulative analysis.

When using this weighted scoring method, the award of the contract will be made to the individual consultant whose offer has been evaluated and determined as:

 

  • Being responsive/compliant/acceptable, and
  • Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to the solicitation;
  • Technical criteria weight; Interview Score (70%);
  • Financial criteria weight; Financial Proposal (30%).

Only candidates obtaining a minimum of 70% (490 points) of the maximum obtainable points for the technical criteria (700 points) shall be considered for the financial evaluation.

Criteria                                                                              Weight        Max Points

Motivation                                                                           10%           100

Technical knowledge                                                        20%          200

Relevant working experience in the required areas   40%          400

Financial offer                                                                     30%         300

Applicants are shortlisted based on educational background and relevant working experience in the required areas. UNDP may choose to interview shortlisted candidates. Please note that only shortlisted candidates will be contacted.

Payment Modalities

 

  • Payment to the Individual Consultant will be made once a month and upon certification of satisfactory completion by the CISO;
  • The Individual Consultant will be paid a daily wage depending on the rate negotiated with UNDP
  • The work week will be based on 37.5 hours, i.e. on a 7.5-hour working day, with core hours being between 9h00 and 18h00 daily;
  • Payments are to be made to the Individual Consultant based on the number of days worked and deliverables accepted.

Note:

Any request for clarification must be sent by email to cpu.bids@undp.org 

The UNDP Central Procurement Unit will respond by email and will send written copies of the response, including an explanation of the query without identifying the source of inquiry, to all consultants.

 

Applicants should submit the following documents on the job shop by the deadline to be considered for this consultancy:

  • Duly accomplished Letter of Confirmation of Interest and Availability using the template provided by UNDP;
  • Personal History Form (P11), indicating all past experience from similar projects, as well as the contact details (email and telephone number) of the Candidate and at least three (3) professional references.

Interested bidders are requested to submit their application using the follow link

  http://procurement-notices.undp.org/view_notice.cfm?notice_id=12783