Talent Development Helpdesk Analyst

Location : Home-based
Application Deadline :07-Apr-21 (Midnight New York, USA)
Type of Contract :IPSA (Regular)
Post Level :IPSA-8
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :12 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.


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.

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.


No travel is expected with the duration of this contract.

Office/Unit/Project Description 

UNDP is the knowledge frontier organization for sustainable development in the UN Development System and serves as the integrator for collective action to realize the Sustainable Development Goals (SDGs). With presence in 170 countries and territories, UNDP endeavors to help countries develop strong policies, skills, partnerships and institutions so they can sustain their progress. UNDP personnel are united by a common purpose: to help countries and communities across the world pursue peaceful, prosperous lives, lived in harmony with the planet.

Drawing on the diversity of UNDP’s client needs and partnerships, the Office of Human Resources (OHR) in the Bureau for Management Services (BMS) is the hub for the global HR function for UNDP, providing strategy, policy setting, guidance and oversight. In addition, OHR provides a broad range of HR advisory and talent management services enabling UNDP to deliver fully integrated development solutions at corporate level. In this context, OHR is focused on the implementation of an ambitious and forward-looking three-year strategy, People for 2030, which will progressively transform UNDP’s culture and enable its workforce capacity to deliver more and better results.

Through People for 2030, OHR aims to be at the leading edge of HR in the international development sector by developing high quality and innovative human resources solutions and driving transformation across UNDP.

In this renewed and dynamic framework, OHR is seeking high caliber professionals with a strong background, the capacity, commitment, and attitude needed to generate a culture characterized by innovation, entrepreneurship and a focus on delivering transformative outcomes.

OHR, Talent Development Unit (TDU) plays an important role in the talent development process including developing frameworks, programmes, tools and partnerships. OHR/TDU is accountable for cultivating a UNDP culture of continuous learning and for ensuring UNDP’s offerings in learning and development optimize its investment in talent so that the organization has the human capability to deliver on its strategic goals. OHR/TDU provides thought leadership and is a role model for leadership development, organizational learning, capability development and career development. Enhancing learning and development in UNDP aims to achieve three objectives:

  1. elevate our organizational capabilities to enable UNDP to develop excellence in key areas,
  2. develop individual capabilities,
  3. develop managers to manage themselves and their people effectively.

The selected incumbent will provide technical support for the online learning platforms, develop and maintain PowerBI dashboards, produce regular and adhoc reports; and support various talent development programmes and activities.

Duties and Responsibilities

Scope of Work

1) Learning Management System Technical Support and Administration

  • Provide technical support to user issues via lms.support@undp.org, learning@undp.org, and ilearn@undp.org
  • Provide quality and timely response to the Talent Development Managers, partner agencies, and end-users’ queries and requests with regards to the various learning activities managed through the LMS.
  • Upgrade existing LMS pages to include new courses and programmes.
  • Update LMS pages and content when requested.
  • Approve LMS user access based on access requests recovered from Talent Development Managers and Partner Agencies.
  • Restore access to historical learning records and link learner records to new profiles as appropriate.
  • Tracks enrollments, progress, assessments, completion rates for various learning activities, programmes, and reconciles rosters.
  • Update completions of programmes and certifications on LMS based on completion data from external learning platforms and completions submitted by staff/focal points. 
  • Maintain and submit cost recovery data to BMS Operations team/Supervisor.
  • Monitor and track cost recovery information for LMS access.
  • Manage Talent Development Managers list, email group, and their access to dashboard, other tools and platforms.

2) Data Management and Reporting System

  • Assist in developing high quality and interactive dashboards in Power BI with advanced tools and techniques.
  • Ensure updated learning records on the TDU dashboard.
  • Liaise with ITM and other stakeholders to support development and maintenance of high quality and dashboards in Power BI with advanced tools and techniques.
  • Update data for external TDU programmes on request-basis and/or work with M&E focal point to automate the process.
  • Coordinate with internal stakeholders such as HR Information Systems, TDU, OIMT, HR Business Partners and Talent Development Managers to collate data.
  • Support and produce timely and adhoc reports for management, TDMs, and other clients.
  • Monitor the performance of TDU Dashboard in Power BI and its integration status with UNDP’s Data Warehouse.
  • Assist in developing surveys and analyzing both quantitative and qualitative survey results.

3) Content Management Support

  • Support with upload of new courses on LMS and archival of outdated courses.
  • Create learning paths/learning plans on LMS and other online learning platforms.
  • Develop new pages on LMS/Talent Development Hub and/or update existing pages based on the content provided by the team.
  • Participate in the quality assurance checks for online courses.
  • Liaise with the course owners/providers/LMS vendor to ensure course issues are addressed.
  • Provide support for other OHR initiatives and programmes.

4) Oracle Cloud LMS Migration and Implementation support

  1. Provide support in historical data migration.
  2. Provide administrative support in design, layout, and setup of programmes.
  3. Perform data quality checks on migrated data.
  4. Coordinate with TDMs to perform QA (Quality Assurance).

5) Key results:

  1. Timely response to helpdesk queries.
  2. Submit mandatory course compliance reports every month.
  3. Produce LMS cost recovery report for the period January to June and July to December.
  4. Submit monthly and annual helpdesk statistics report.
  5. Produce and maintain user guides, FAQs, and SOPs (Standard Operating Procedures).

Institutional Arrangement

The incumbent will report to the Learning Technology Analyst, TDU/Office of Human Resources. The incumbent will be responsible for the fulfilment of the scope of work as specified above.



  • Ability to make new and useful ideas work.


  • Ability to persuade others to follow:

People Management:

  • Ability to improve performance and satisfaction.


  • Ability to listen, adapt, persuade and transform.


  • Ability to get things done. Maintain confidentiality.
  • Demonstrate ability to work in a multicultural environment and establish harmonious and effective working relationships both within and outside the organization

Required Skills and Experience

Min. Academic Education

Master’s degree in Science, Computer Science, Information Technology, Human Resource Management, Business Analytics and Administration, Learning and Development or any other relevant discipline; or

Bachelor’s degree in above disciplines with additional two years of relevant professional experience may also be considered.

Min. years of relevant Work experience

Master’s degree with no experience, or Bachelor’s degree with at least 2 (two) years of relevant experience in helpdesk management, LMS, Content Management, Data analytics with Bachelor’s degree is required.

Required  skills and competencies

Advanced knowledge of MS Excel is required, SQL, MS Access, SharePoint.

Desired additional skills and competencies

Knowledge of advanced data analytics and visualization tools, such as SAS, R, SPSS, Tableau, Power BI, etc. is desirable.

Knowledge of course authoring tools and HRIS is an asset.

Experience in the UN system is an asset.

Required Language(s) (at working level)

Fluency in English required. Proficiency in another UN language an asset.

If you are experiencing difficulties with online job applications, please contact the eRecruit Helpdesk.

© 2016 United Nations Development Programme