UNDP Jobs - 72439- Consultancy – eRecruit/eHire Helpdesk

Consultancy – eRecruit/eHire Helpdesk

Location :

Home based

Type of Contract :

Individual Contract

Starting Date :

Application Deadline :

04-Jun-17 (Midnight New York, USA)

Post Level :

International Consultant

Duration of Initial Contract :

10 months

Languages Required :

English

Expected Duration of Assignment :

Possible extension for additional 12 months subject to budget availability & performance

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

Within the scope the UNDP eRecruit/eHire platform, a helpdesk is 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); and
eHire (Integrated Offer and Hire process).

The role of this consultant is to provide helpdesk support to internal and external users of UNDP’s eRecruit (Recruitment system) and eHire (Integrated offer and hire process) platforms.

Duties and Responsibilities

Scope of work, responsibilities and description:

As part of the HR Integrated Solutions Team in the Office of Human Resources (OHR), the Individual Contractor (IC) will contribute to and deliver in the following areas:

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 erecruit.heldesk@undp.org (for internal/external applicants and HR users).
Ensuring escalations follow-up of user issues (technical issues, eHire and eRecruit performance issues, etc.) as part of incidence management procedures (for internal/external applicants and HR users).
Providing support assistance to applicants.
Responsible for issuing exhaustive testing reports on PeopleSoft system improvements and releases.
Responsible for identifying trends in reported issues and/or solutions and report these back to 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 applicant users and UNDP HR users to ensure efficient and cost effective support. The key tasks will have significant impact on the success of the global implementation of eRecruit/eHire and contribute to build capacity and contribute to the organizations efficiency, and effectiveness.

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 3 years of work experience, providing IT support is required.
Minimum 1 years of experience in providing client support/helpdesk environment is required.
Knowledge and use of PeopleSoft systems is an asset.
Previous work within the UN system is an advantage
Proven track record of contributing positively in a team environment is an asset.

Language:

Fluency in written and spoken English is required;
Working knowledge of another UN language would be an 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 should specify an all-inclusive daily fee (based on a 7 hour working day - lunch time is not included - and estimated 21.75 days per month).
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.
This consultancy is a home-based assignment, therefore, there is no envisaged travel cost to join duty station/repatriation travel.
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 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% (70 points):

Experience of working in a Customer Relationship Management (CRM) system: Maximum: 15 points;
Experience providing support/assistance to clients: Maximum: 15 points;
Fluency in English (10 p)
Experience providing analysis of and solution to user issues registered in CRM: Maximum: 5 points;
Experience managing the escalation and follow-up of user issues as part of incidence management procedures (for internal/external applicants only): Maximum: 10 points;
Experience on testing PeopleSoft solutions: Maximum: 10 points;
Experience in identifying trends in reported issues and/or solutions and report these back to the project manager: Maximum: 5 points.

Candidates obtaining a minimum of 70% (49 points) of the maximum obtainable points for the technical criteria (70 points) shall be considered for the financial evaluation.

Financial evaluation - Total 30% (30 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 HR Specialist and eRecruit Project Manager and will be responsible for the fulfilment of the deliverables as specified above.
Reporting frequency: Monthly reporting on case solved
Duration of Work: 40 hours per week
Clients: The consultant will have both internal and external clients (applicants)

Payment modality

Payment to the Individual Contractor will be made based on the actual number of days worked, deliverables accepted and upon certification of satisfactory completion by the manager.

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

Annex 1 - UNDP P-11 Form for ICs

Annex 2 - IC Contract Template

Annex 3 – IC General Terms and Conditions

Annex 4 – RLA Template

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.