ICT (T4D) Assistant G-6, Sofia (for Bulgarian nationals only)

Under the direct supervision of the Operations Manager, the ICT Assistant will provide end-user ICT support and support to all kinds of T4D programme initiatives at UNICEF Country Office in Bulgaria.

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.

For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines for developing countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments.

Purpose of the job.

ICT Assistant is to provide end-user ICT support and support to all kinds of T4D programme initiatives at the UNICEF 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.

Summary of key functions and responsibilities.

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). 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, 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. 

Required qualification of the successful candidate.

1. Education

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.

2. Work Experience

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.

3. Language Proficiency 

Fluency in English is required. Working knowledge of another UN language an asset.

Required competencies of the successful candidate.

The required core values the candidates should possess are: Commitment, Diversity and Integrity and the core competencies: Communication, Working with People and Drive for Results.

The required functional competencies are: Analyzing, Applying Technical Expertise, Planning and Organizing and Following instructions and procedures.

Application process.

All applications to UNICEF are required to be submitted through UNICEF's online recruiting system. Candidates can apply to the above position by submitting their application on our web site. The application should include a CV and a Cover Letter describing how the candidate best meets each of the requirements of the post, two most recent performance appraisals or evaluation reports if available and names, emails and phone details of three work related referees including supervisors. All applications should be in English.

Deadline for applications is 23 November 2017.

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified candidates from all backgrounds to apply.