Information Comm. Technology Assistant, GS-6, Podgorica, Montenegro (open to nationals of Montenegro Only)

UNICEF Office in Podgorica, Montenegro invites applications for the position Information Communication Technology (ICT) Assistant, GS-6, FT

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 Position
  
Under the direct supervision of the Operations Officer, the ICT Assistant provides 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. 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 RO, HQ, vendors, service-providers and partners from inside and outside the organization.  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.

Summary of key functions/accountabilities:

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.

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.

Under the LIGHT Infrastructural environment, ICT 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. 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 Network Switching ensuring the Confidentiality, Integrity and Availability of UNICEF information from the Office and Remote location.
• 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.

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

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. 

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, , ITIL Foundation Certification or equivalent customer support certification. Computer literacy and ability to effectively use standard office software, tools and technologies. University degree in Computer Science is highly desirable.
• Minimum six years of 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.
• Prior work experience in the UN system or international development organizations is an asset.
• Fluency in English and Montenegrin (written and verbal) language is required.

 
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

• Analyzing (II)
• Applying Technical Expertise (II)
• Planning and organizing (II)
• Following Instructions and Procedures (II)

To view our competency framework, please click here. 

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.

Remarks:

Only nationals of Montenegro are eligible to be considered for this position type.