IT Service Management Assistant

The International Court of Justice is the principal judicial organ of the United Nations. It is composed of 15 judges, elected by the General Assembly and the Security Council. The Court has a twofold role: first, to settle, in accordance with international law, legal disputes submitted to it by States; and, second, to give advisory opinions on legal questions referred to it by duly authorized United Nations organs and specialized agencies. The Court is the only principal organ of the United Nations not serviced by the Secretariat. The Court has its own administration, the Registry, which provides judicial support to the Court and acts as a permanent administrative organ. The Registry is headed by a Registrar, elected by the Court. The Registry of the International Court of Justice is seeking to fill a temporary vacancy for a maximum period of 364 days starting on 2 November 2026. The position is located in the Information and Communications Technologies Division (ICT Division) of the Registry.

The incumbent reports directly to the Senior Information Technology Assistant. Within delegated authority, the IT Service Management Assistant will be responsible for the following duties: - Contributes to providing end users with first-line support and technical assistance. - Receives and logs service requests in the automated request management system. - Performs quality assurance procedures to ensure client satisfaction; addresses or escalates problems and monitors their resolution. Detects problems from incident patterns and recommends solutions. - Keeps abreast of the latest IT service management standards and technologies; drafts documentation and reports. - Conducts and manages customer satisfaction reviews and analysis, including the preparation and maintenance of the business customer survey questionnaire. Conducts periodic meetings with business units, business partners, IT management, and stores operations. - Understands key stakeholders and patterns of influence within the organization, and targets the right stakeholders at the right time. Maintains detailed knowledge of key business processes and how they are supported by technology. Ensures alignment between the IT strategy and the Court’s practices. Leads project prioritization, particularly through cost-benefit analysis, to proactively manage business demand. - Keeps contract and vendor information up to date in a specialized database. Plans, organizes, directs and/or performs field contracting and/or purchasing activities. Serves as a role model for the team by reinforcing organizational goals and demonstrating respect for others. - Conducts business analysis, outlining problems, opportunities and solutions for the business. Determines operational objectives by studying business functions, gathering information and evaluating output requirements and formats. Creates workflow charts and diagrams, assesses system capabilities and draws up specifications. Improves systems by reviewing current practices and designing modifications. - Recommends controls by identifying problems and drafting improved procedures. Contributes to team efforts by carrying out related tasks as needed. Conducts and co-ordinates financial, product, market, operational and other relevant research to support strategic and business planning within the various departments and programmes of the client group. Interprets, evaluates and correlates research data and develops integrated business analyses and projections for incorporation into strategic decision-making. - Performs daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports. Reviews a variety of areas including operations, purchasing, inventory, distribution and facilities. Understands and communicates the financial and operational impact of any changes. Defines business requirements and communicates them to stakeholders. Ensures on-site IT support. - Acts as an escalation point for problem resolution and prioritization. - Organizes and provides technical training for end users. - Performs other duties as required.

Professionalism: Shows pride in work and in achievements; 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. Communication: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify, and exhibits interest in having two-way communication. Tailors language, tone, style and format to match the audience. Demonstrates openness in sharing information and keeping people informed. 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 understand issues from their point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them with 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 deadlines for the delivery of products or services to clients. Commitment to continuous learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.

High school diploma or equivalent is required. A university degree in Computer Science, Information Technology, Software Engineering, or related areas is desirable.

ITIL 4 certification is required Knowledge and/or training in agile frameworks and methodologies, and how they are used to define the scope of solutions through functional requirements is desirable.

At least seven (7) years of experience in IT service management or related area is required. The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level university degree or higher. Experience with the implementation, optimization and standardization of IT processes (ITIL) is required. Experience in performing a project management role to improve IT processes, procedures, documentation and tooling (based on ITIL) is required. Experience working under pressure (escalations, major incidents), setting priorities and managing time effectively is desirable. Experience in supporting multiple IT solutions (Microsoft knowledge) and devices (laptops, mobiles, video equipment) is desirable.

English and French are the working languages of the International Court of Justice. For this job opening, English

and

French are required, one at higher proficiency and the other at lower proficiency. 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).

.headtable { font-family: arial, sans-serif; border-collapse: collapse; width: 100%; border: 1px solid gray; border-radius: 10px; overflow: hidden; } .headTitle { font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-weight: bold; /*color: rgb(65, 98, 145);*/ color:black; } .headtable tr td, .headtable tr th { text-align: center; vertical-align: middle; padding: 6px; } .headtable th{ background-color: #F4F4F4; color: #002d62; font-weight: bold; text-align: center; vertical-align: middle; padding: 12px; border-right: 1px solid #ccc; } .headtable td { text-align: center; vertical-align: middle; background-color: white; border-top: 1px solid #ccc; border-right: 1px solid #ccc; } .headtable th:last-child, .headtable td:last-child { border-right: none; } .headtable tr:last-child td { border-bottom: none; } .rounded-table-wrapper { border-radius: 12px; border: 1px solid #ccc; overflow: hidden; }

Required Languages

Language

Reading

Writing

Listening

Speaking

English

UN Level II

UN Level II

UN Level II

UN Level II

French

UN Level I

UN Level I

UN Level I

UN Level I

OR

French

UN Level II

UN Level II

UN Level II

UN Level II

English

UN Level I

UN Level I

UN Level I

UN Level I

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

This a temporary job opening for 364 days. The Court is an equal opportunity employer and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a staff member. This post is subject to local recruitment pursuant to United Nations Staff Rule 4.4. All staff in the General Service and related categories are in principle recruited in the country or within commuting distance of the seat of the Court, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment is not eligible for the allowances or benefits exclusively applicable to international recruitment. Candidates living outside the Netherlands or beyond commuting distance of the seat of the Court may apply for the position but will be regarded as local applicants and be subject to the same conditions. Depending on professional background, experience and family situation, a competitive compensation and benefits package is offered. If the selected candidate is a staff member from an organization applying the United Nations Common System of Salaries and Allowances, the provisions of the Inter-Organization Agreement concerning Transfer, Secondment or Loan shall apply. The selected candidate may be subject to security clearance, including verification of the information provided and a criminal record check. All candidates should be able to submit an electronic copy of their passport, recent performance appraisal reports, and all diplomas listed on their profile when requested. The Registrar reserves the right not to appoint any candidate to the post, or to appoint one at a lower level or on the basis of a modified job description. Physical Requirements specific to this job. The selected candidate may be required to: - lift, move, mount or store equipment weighing up to 50 lbs. or up to 80 pieces of equipment on a daily basis. - work on shift assignments on weekdays to maintain the service coverage from 8 a.m. to 6.30 p.m. on premises. Occasionally (on average once a month), the incumbent may be required to complete ad hoc assignments in the evening or early in the morning on working days as well as on public holidays and weekends. - visit users’ premises to resolve problems on their Court-provided devices. - cope with the working conditions of the Data Centre, where the level of noise and electromagnetic fields may be slightly higher than the normal office environment and the temperature may be lower.

In accordance with the ICJ Staff Regulations and Rules, 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 ICJ 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. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Applicants are urged to carefully follow all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on "Manuals" hyper-link on the upper right side of the Inspira account-holder homepage. The evaluation of applicants will be conducted based on the information submitted in the application according to the evaluation criteria of the job opening and the applicable 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. Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.

ICJ does NOT charge any fees or request money from candidates at any stage of the recruitment process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICJ are fraudulent and should be disregarded.