Information Comm. Technology/Technology for Development (T4D) Assistant (GS-6), Minsk - Belarus (Open to nationals of Belarus only!)

Open to nationals of Belarus only! The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

Open to nationals of Belarus only!

Purpose of the Position

ICT/Technology for Development (T4D) Assistant is to provide end-user ICT support and support to all kinds of T4D programme initiatives at the UNICEF Belarus country office, ensuring effective/efficient end-user support and innovative solutions to programme initiatives during the stages of innovation/formulation of idea, implementation/operationalization, scale-up and maintenance. The incumbent is responsible for implementing and maintaining the ICT infrastructure, administration and business support to ICT operations and T4D innovations in close coordination with the Regional Office (RO), HQ, vendors, service-providers and partners from inside and outside the organization.  ICT/T4D Assistant is also responsible for formulating/maintaining ICT/T4D workplan, its implementation, reporting and relevant documentation including ensuring ICT component of the Business Continuity Plan (BCP) is up-to-date and tested.

Key Expected Results

Summary of key functions/accountabilities:

1. Timely and effective support is provided on improvement of ICT systems/services and opportunities for innovative use of technology in programme interventions are effectively harnessed.     
2. Timely and proper ICT/T4D support is provided to users, Subject Matter Experts (SMEs) and ICT Management for maintaining the organization’s computer systems infrastructure. 
3. ICT infrastructure, systems and applications are properly administered in compliance to                                 UNICEF’s Security policies, standards and procedures.
4. ICT components of the Business Continuity are well maintained in close collaboration with the UN agencies.
5. Under the framework of Digital Transformation initiative, all component of the Enterprise Content Management are adequately/efficiently supported.
6. Assignments of additional duties and responsibilities are effectively performed.

1. Timely and effective support is provided on improvement of ICT systems/services and opportunities for innovative use of technology in programme interventions are effectively harnessed.

• Actively participates in programme discussions to leverage his/her technical skill to identify opportunities for innovative use of technology in programme initiatives.
• Works closely with the Regional Chief of ICT, the Regional T4D specialist, programme colleagues, relevant vendors and partners in formulation of technical opportunity into innovative product for children.
• Provides support to programmes in any ICT related issues, contracts involving ICT or systems and solutions, including review of ToRs and specifications, technical evaluations, applications, offers etc. and advising on any partnerships for ICT-enabled solutions for children.
• Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems. 
• Collaborates with program and communication sections to identify and support improvement opportunities in programme delivery through the effective/innovative use of technology, ensuring that the functional requirements are fully met by the proposed solution. Advise on options, risks, costs versus benefits, and impacts on end-user products and services, business processes and systems.
• Assists in formulation of Business Cases and Project Charters for the ICT4D and Innovation projects.

2. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure. 

• Provides users with solutions to identified incidents, requests or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.
• Ensures effective customer support in the area of Information Technology and Telecommunications by providing computer training as well as troubleshooting and ad- hoc technical assistance to the users. This involves development of an office training and support plan based upon the organizational requirements and an assessment of staff competencies and needs.
• Coordinates and assists with the acquisition, integration, installation, upgrade and release of organizational standard computer hardware and applications, communication and office equipment relevant to the office. This includes roll-out of the Operating Systems, Office Productivity tools (e.g. MS Office), Electronic Mail, client access to UNICEF ERP and Performance Management Tools and Unified Communications tools (Video, Audio and Web Conferencing, Instant Messaging IP Telephony). Where possible, ensure user access to these applications is available remotely (mobile users) in a secure manner.
• Works closely with RO and HQ colleagues to resolved technical incidents and problem from their roots, while applying quick workarounds to avoid work disruptions.
• Analyses problems, identifies alternatives, tests, recommends and implement solutions.

3. ICT infrastructure, systems and applications are properly administered in compliance to UNICEF’s Security policies, standards and procedures.

• Undertakes the role of Local Systems Administration (LSA) by performing routine maintenance of the ICT Systems (e.g. Backups, Security Patches, and Antivirus Updates), User provisioning, de-provisioning and change management to UNICEF Systems and Applications (e.g. Domain, E-Mail, Intranet, VISION) in the office. This includes use of tools like UNICEF Access Management Portal (e.g. E-SAF, APPROVA, ViSA) and Service Manager System
• Manages the ICT infrastructure, compliance and security of the office that includes Local Area/Wide Area Network (LAN/WAN) and Data Centre Operations (Server Platforms, Network Switching and Uninterrupted Power Supply) ensuring the Confidentiality, Integrity and Availability of UNICEF information from the Office and Remote location. This includes maintenance of the ICT Disaster Recovery Plan ensuring Offsite Data backup and Emergency Telecommunication links (backup links, Satellite and Radio networks) in cooperation with the UN agencies and Partners.
• Diagnoses and resolves Global Help Desk calls related to applications or processes redirected from the Global Help Desk first line support and escalates them to Global Help Desk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.
• Provide accountability for the information technology resources through accurate analysis and evaluation of office's ICT needs, sound procurement, cost-effective installation and maintenance, ensuring software/hardware standards, and regular accurate inventory and reporting of hardware, peripherals and software.
• Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members.  Advice to the management and staff on the correct interpretation and application of ICT policies and guidelines in support of the office's information management needs.
• Assists in procurement of ICT Hardware, software, services, ensuring organizational standards, compliance and value for money.

4. ICT component of the Business Continuity is well maintained in close collaboration with other UN agencies.

• Formulates and maintains the ICT component of the Business Continuity Plan (ICT Disaster Recovery Plan).
• Conduct periodical test of the ICT DRP (Disaster Recovery Plan), reports and recommends for improvement.
• Actively participates in Inter-Agency ICT Working group to leverage resources from UN sister agencies and non-UN partners in crisis situations.
• Ensures maintenance of the ICT components of the MOSS (Minimum Operating Security Standards) requirements for the office.
• Provide IT and Telecoms training to all staff on regular basis in the use of standard IT and Telecoms equipment and remote connectivity for operations during emergency situations.
• Provide support for communications equipment including but not limited smartphones, Portable Satellite Devices (Phones, BGANs, Modems, etc.), Radio programming PABX, VHF, UHF in cooperation with UN Agencies
• Supports the administration of the common UN premises including through management of contractors for IT and communication services for the common premises.

5. Under the framework of Digital Transformation initiative, all component of the Enterprise Content Management are adequately/efficiently supported.

• Provides Enterprise Content Management (ECM) and knowledge management support (e.g. SharePoint, Country Office (CO) Intranet and Team web sites) through coordination of office contents/records management including systems for the acquisition, storage and retrieval of electronic data
• Manages the local database capacity required using standard ICT database and collaboration tools.
• Provides support to ensure the accuracy and accessibility of data sources.
• Provides technical assistance and guidance to relevant sections (i.e. Communications) in provision of externally facing websites, contents and security. 
• Provides assistance in the use of social media outreach. 

6. Assignments of additional duties and responsibilities are effectively performed.

• Performs any additional assignments as requested by the supervisor.

Qualifications of Successful Candidate

Completion of Secondary education supplemented with formal training (at university level) in Computer Science, Business Administration or computer related certification (e.g., Prince2 Certification, ITIL Foundation Certification or equivalent customer support certification).

Computer literacy and ability to effectively use standard office software, tools and technologies.

Six years practical professional work experience in information technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools.

Practical experience with various computer platforms and applications: operating systems, email and database systems, Microsoft Office product suites, Help Desk software, advanced PC/laptop/printer installation, configuration, troubleshooting and repairs.

Work experience in providing ICT support to remote field offices in developing countries an asset.

Work experience in emergencies.

Fluency in English and Russian is required.

Working knowledge of another UN language would be an asset.

Prior work experience in the UN System/UNICEF or another international development organization is an asset.

Prior experience and hands-on knowledge of an Enterprise Resource System (i.e. SAP) is an asset.

Prior experience and knowledge of UN System/UNICEF policies, procedures and guidelines is an asset.

Working knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is highly desirable.

UNICEF is a non-smoking organization.

Competencies of Successful Candidate

Core Values

Commitment

Diversity and Inclusion

Integrity

Core competencies

Communication  [II] 

Working with People  [II] 

Drive for Results  [II]

Functional Competencies (Required)

1. Analyzing   [II]

   Applying Technical Expertise [II]

   Following instructions and Procedures [II]

   Planning and Organizing [II]

Technical Knowledge  

a) Common Technical Knowledge Required (for the job group)

• Practical knowledge of computer programming, software information management, data processing applications, database development, network administration, data communications, telecommunications, hardware and software installation, service management, end-user assistance, preparation of end-user documentation and manuals.

• UNICEF Field Offices environment and use of SAP

• Knowledge of Help Desk tools and processes

 b) Specific Technical Knowledge Required (for the job)

(Technical knowledge requirements specific to the job can be added here as required.) 

• Practical knowledge of Service Delivery processes (e.g., Incident Management, Problem Management,  Configuration Management, Change Management, Release Management).

• Practical knowledge of Service Support (e.g., Service Level Management, Availability Management, Capacity Management, Financial Management, ICT Service Continuity Management, Security Management)

• Knowledge of ITIL standards of services support

• Knowledge of server operating systems, active directory services, network operating systems platforms

• Systems roll outs and implementation in large scale ICT environment

• Software development methodologies

• Practices and principles of systems support

• Practices and principles of ICT analysis, planning, design, implementation and problem resolution

• Trends in information technologies and services management

c) Technical Knowledge to be Acquired/Enhanced (for the Job)

• Understanding of UNICEF ICT policies, procedures and guidelines (including Information Security Policy and Standards of Electronic Conduct.)

• Understanding of UN/UNICEF Financial rules and regulations, business processes and procedures.

• Understanding of UN Mission and system; and International Code of Conduct

• Understanding of UNICEF Mission Statement and observance of UNICEF Guiding Principles.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.

Applicants should be nationals of Belarus and should submit their applications in English (a cover letter, CV and P11 form) by closing date 26 November 2017 to be eligible for consideration.

 Applications received after the closing date will not be considered. Only short-listed candidates will be contacted.