Background

Every year more UNDP and its partners hire a large number of staff and non-staff members. UNDPs eRecruitment platform eRecruit/eHire is key to the success of the organization to effectively manage these recruitment processes. eRecruit/eHire as a tool was implemented in early 2016 as a joint effort between the two departments under the Bureau of Management Services (BMS) The Office of Information Management & Technology (OIMT) and the Office of Human Resources (OHR).

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

The Office of Human Resources (OHR) supports UNDP in achieving its vision and objectives through enabling the organization to attract, manage, and retain staff with relevant technical expertise, competencies and skills, by providing strategic HR advice and creating an inclusive working environment where staff are engaged, continuously develop professionally and perform at their best. Operating within BMS, OHR’s key clients include UNDP executives, CO and HQs leaders and managers, individual staff members and HR practitioners.  The team works closely with colleagues in business solutions, OFRM and others in the BMS team to ensure a seamless service to its clients.

Within the scope of the jointly developed recruitment platform the eRecruit/eHire helpdesk was established to provide support to both internal and external users on a global scale and to work with the appropriate partners within the organization to contribute effectively to each team’s deliveries.

The helpdesk additionally holds an important role in the continued effort to ensure successful implementation of updated functionality through various user acceptance testing activities, contribute to the development of online learning/training materials, support to local and regional workshops/webinars, among others.

Service lines covered by the Human Resources Helpdesk include

  • eRecruit (Recruitment system);
  • eHire (Integrated Offer and Hire process);

Duties and Responsibilities

SCOPE OF WORK, RESPONSIBILITIES AND DESCRIPTION OF THE PROPOSED ANALYTICAL WORK

Under the guidance and supervision of the Manager of eRecruit/eHire, the Individual Contractor (IC), will contribute to and deliver in the following areas:

  • Manage the daily client inquiries
  • Managing the Customer Relationship Management (CRM) Worklist (for internal/external applicants only).
  • Providing analysis of and solution to user issues registered in CRM via ps.support@undp.org and other user issues sent to ihelp@undp.org (for internal/external applicants only).
  • Managing the escalation and follow-up of user issues (technical issues, eHire and eRecruit performance issues, etc.) as part of incidence management procedures (for internal/external applicants only).
  • Providing support assistance to applicants.
  • Responsible for maintaining the eRecruit/eHire Sharepoint site  through development of FAQs, video materials and other online learning materials.
  • Responsible for identifying trends in reported issues and/or solutions and report these back to the Office of Human Resources (OHR), OIMT and Global Shared Services Unit (GSSU) as applicable. 
  • Support other areas within the scope of the project identified by the project manager.

Expected outputs/Deliverables

The incumbent will provide support to both internal and external applicants to ensure efficient and cost effective support. The key tasks will have significant impact on the success of eRecruit/eHire and contribute to build capacity and contribute to the organizations efficiency, and effectiveness as detailed above.

The consultant will work under the supervision of  the eRecruit/eHire manager under OHR’s HR Integrated Solutions team.

 

 

Competencies

Knowledge Management and Learning

  • Promotes a learning environment in the office.
  • Provides helpful feedback and advice to the clients.

Development and Operational Effectiveness

  • Knowledge of CRM
  • Knowledge of helpdesk operations

Self-Management

  • Focuses on result for the client and responds positively to feedback.
  • Demonstrates strong team work and team building skills.
  • Demonstrates strong oral and written communication skills.
  • Remains calm, in control and good humored even under pressure.
  • Responds positively to critical feedback and differing points of view.

Required Skills and Experience

Academic qualifications:

  • High school graduate. University degree or equivalent in Information Technology, Microsoft certification or professional training and experience in helpdesk is desirable.

Years of experience:

  • Minimum of 6 years of work experience, providing IT support is required.
  • Experience and Knowledge in the use of CRM systems and Peoplesoft Atlas is an asset.  
  • Minimum 2 years of relevant experience in providing client support/helpdesk environment. 
  • Previous work within the UN system is an advantage.
  • Proven track record of contributing positively in a team environment. 

Language:

  • Fluency in English and Spanish is required.
  • Knowledge of French is a significant asset.

Application Procedure

The application package containing the following (to be uploaded as one file):

  • Online application with brief description of why the Offer considers her/himself the most suitable for the assignment; and
  • Personal CV or P11, indicating all past experience from similar projects and specifying the relevant assignment period (from/to), as well as the email and telephone contacts of at least three (3) professional references.

Note: The above documents need to be scanned in one file and uploaded to the online application as one document.

Shortlisted candidates (ONLY) will be requested to submit a Financial Proposal.

  • The financial proposal shall specify a total lump sum amount, and payment terms around the specific and measurable deliverables of the TOR. Payments are based upon output, i.e. upon delivery of the services specified in the TOR, and deliverables accepted and certified by the technical manager.
  • The financial proposal must be all-inclusive and take into account various expenses that will be incurred during the contract, including: the daily professional fee; cost of travel from the home base to the duty station and vice versa, where required; living allowances at the duty station; communications, utilities and consumables; life, health and any other insurance; risks and inconveniences related to work under hardship and hazardous conditions (e.g., personal security needs, etc.), when applicable; and any other relevant expenses related to the performance of services under the contract.
  • In the case of unforeseeable travel requested by UNDP, payment of travel costs including tickets, lodging and terminal expenses should be agreed upon, between UNDP and Individual Consultant, prior to travel and will be reimbursed. In general, UNDP should not accept travel costs exceeding those of an economy class ticket. Should the IC wish to travel on a higher class he/she should do so using their own resources.
  • If the Offeror 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 Offeror must indicate at this point, and ensure that all such costs are duly incorporated in the financial proposal submitted to to UNDP.                       

The Financial Proposal is to be emailed as per the instruction in the separate email that will be sent to shortlisted candidates.

Evaluation process

Applicants are reviewed based on Required Skills and Experience stated above and based on the technical evaluation criteria outlined below.  Applicants will be evaluated based on cumulative scoring.  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 where technical criteria weighs 70% and Financial criteria/ Proposal weighs 30%.

Technical evaluation - Total 70% (700 points):

  • Previous experience of working in a Customer Relationship Management (CRM) system Weight Maximum Points: 150 points;
  • Previous experience providing IT related support, focus on to clients services. Weight Maximum Points: 150 points ;
  • Previous experience providing analysis of and solution to user issues registered in CRM Weight Maximum Points: 150 points
  • Previous experience managing the escalation and follow-up of user issues. Weight Maximum Points: 100 points
  • Previous experience in maintaining an online platform through development of FAQs, video materials and other online learning materials Weight Maximum Points: 50 points
  • Previous experience in identifying trends in reported issues and/or solutions and report these back to the project manager.  Weight Maximum Points: 50 points
  • Previous experience in creating OnDemand training material.  Weight Maximum Points: 50 points

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.

Financial evaluation - Total 30% (300 points)

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

Contract Award

Candidate obtaining the highest combined scores in the combined score of Technical and Financial evaluation will be considered technically qualified and will be offered to enter into contract with UNDP.

Institutional arrangement

The consultant will work under the guidance and direct supervision of eRecruit/eHire Manager and will be responsible for the fulfilment of the deliverables as specified above. The consultant shall provide monthly reporting on cases solved. The consultant will have both internal and external clients (applicants)

Payment modality

  • Payments are based upon output, i.e. upon delivery of the services specified above and deliverables accepted and upon certification of satisfactory completion by the manager.
  • The work week will be based on 40 hours, i.e. on a 8 hour working day, with core hours being between 9h00 and 18h00 daily.

Annexes (click on the hyperlink to access the documents):

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 applicants.