INFORMATION SYSTEMS ASSISTANT

The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the Director-General of UNON is the representative of the Secretary-General in Kenya. UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat) and the Resident Coordination System (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). The post is located within the Infrastructure Management Section (IMS) of the Information and Communications Technology Service (ICTS) under the Division of Administrative Services at the Nairobi duty station. Under the general supervision of the Chief, Infrastructure Management Section (IMS), and the direct supervision of the Network Operations Centre (NOC) Supervisor, the incumbent will work in close coordination with the Network Communications Unit (NCU) and the Server Storage and Datacenter Unit (SDCU).

Within delegated authority, the incumbent will be responsible for the continuous monitoring and first-line operational support of the UNON/ICTS infrastructure, including enterprise and service-provider networks, as well as ICTS-owned data centers (PTC and STC) and their hosted systems. Specifically, the Information Systems Assistant will be responsible for the following duties: Infrastructure Monitoring and Event Detection • Performs continuous real-time monitoring of UNON ICT infrastructure using centralized monitoring platforms. • Monitors network, systems, data center, and connectivity environments to ensure service availability, performance, and reliability. • Monitors supporting infrastructure, including environmental systems such as power, cooling, and associated alerts. • Identifies anomalies, threshold breaches, and abnormal conditions affecting ICT services and initiates appropriate response actions in accordance with established procedures. Incident Response and Escalation • Detects, logs, classifies, and prioritizes incidents and events in line with established operational procedures. • Performs initial diagnostics, fault isolation, and first-line resolution of issues affecting ICT services and infrastructure. • Escalates incidents to relevant technical teams, service providers, or vendors based on defined escalation processes. • Tracks and follows up on incidents through to resolution to ensure timely restoration of services. • Supports major incident response activities by maintaining accurate updates, logs, and communication records. Operational and Service Support • Provides first-line operational support for ICT services, including network, infrastructure, and connectivity services. • Performs IT Infrastructure service desk related functions outside normal working hours, including incident and request logging, user communication, and status updates. • Monitors and supports service performance across enterprise ICT environments, including wireless and remote access services. • Monitors operational security-related events and reports abnormal activities or potential risks in accordance with established procedures. • Supports ICT operations during high-demand periods, critical activities, or major events as required. Documentation, Reporting and Continuous Improvement • Maintains accurate operational records, including incident logs, monitoring outputs, and shift handover reports. • Updates and maintains operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base materials. • Produces routine and ad-hoc reports on service availability, incidents, and operational performance. • Identifies recurring issues and trends and escalates them for further analysis and service improvement. • Participates in operational reviews, testing, drills, and continuous improvement initiatives. • Adapts to evolving technologies, tools, operational processes, and service delivery models in support of ICTS infrastructure and operations. • Supports new systems, platforms, and initiatives introduced within the ICT environment, including those related to automation, cloud services, and emerging technologies, as required. • Performs other related duties as required.

PROFESSIONALISM: Knowledge of information technology and applications, including computer networks, infrastructure monitoring, and data centre operations. Ability to perform real-time monitoring, basic diagnostics, and first-line support for network and infrastructure services in a 24x7 operational environment. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges. Remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. TEAMWORK: Works collaboratively with colleagues to achieve organizational goals. Solicits input by genuinely valuing others’ ideas and expertise. Is willing to learn from others. Places team agenda before personal agenda. Supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position. Shares credit for team accomplishments and accepts joint responsibility for team shortcomings. PLANNING AND ORGANIZING: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments. adjusts priorities as required. Allocates appropriate amount of time and resources for completing work. Foresees risks and allows for contingencies when planning. Monitors and adjusts plans and actions as necessary. Uses time efficiently. CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client.

High school diploma or equivalent is required. Formal technical training in ICT, networking, systems, or data center operations is desirable.

ITIL Foundation certification is required. Networking certifications (CCNA or equivalent) is required.

A minimum of five (5) years of progressively responsible experience in ICT operations, network support, Network Operations Center (NOC), service desk, or data center operations is required. The minimum years of relevant experience is reduced by two (2) years for candidates with a first-level University degree. Experience in monitoring, incident management, and operational support of ICT infrastructure and services is required. Experience working in ITIL-based operational environments is desirable. Experience working in a 24x7 operational environment is desirable. Knowledge of ICT infrastructure environments, including networks, systems, and data center operations is desirable. Familiarity with monitoring, observability, or operational support tools is desirable. Basic knowledge of scripting, automation, or system administration is desirable. Work experience of one (1) year or more in data analytics or related area is desirable.

English and French are the working languages of the United Nations Secretariat. For this job opening, English is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult

https://languages.un.org

for details).

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Required Languages

Language

Reading

Writing

Listening

Speaking

English

UN Level II

UN Level II

UN Level II

UN Level II

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Appointment against these positions is for an initial period of one year and any extension will be subject to availability of funds. The appointment and renewal thereof are subject to the availability of the post or funds, budgetary approval or extension of the mandate. These positions are subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment. External candidates will be considered only when no suitable internal candidate from the duty station is identified. The candidate is responsible for any travel expenses incurred to take-up the appointment. Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. Internal Applicants – when completing the PHP, ensure ALL fields, ALL professional experience and contact information are completed and up to date. This information is the basis for the hiring manager to assess your eligibility and suitability for the position and to contact you. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. All applicants are strongly encouraged to apply on-line as soon as possible after the job opening has been posted and well before the deadline stated in the job opening. On-line applications will be acknowledged where an email address has been provided. If you do not receive an e-mail acknowledgement within 24 hours of submission, your application may not have been received. In such cases, please resubmit the application, if necessary. If the problem persists, please seek technical assistance through the Inspira "Need Help?" link.

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. All external candidates recruited in accordance with section ‎2.2 (a) of ST/AI/2025/3 for a fixed term appointment without limitation and all external candidates recruited in accordance with section 2.2. (c) of ST/AI/2025/3 for a fixed term appointment limited to the entity are subject to an initial probationary period of one year under a fixed-term appointment. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

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