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System Support Team Lead

Copenhagen

  • Organization: UNOPS - United Nations Office for Project Services
  • Location: Copenhagen
  • Grade: Junior level - IICA-1, International Individual Contractors Agreement
  • Occupational Groups:
    • Information Technology and Computer Science
    • Managerial positions
  • Closing Date: Closed

Background information - ICT

The UNOPS ICT Unit is part of the Finance Group within UNOPS and is responsible for architecting, designing, delivering, and managing all UNOPS ICT infrastructure and business applications.  The ICT function within UNOPS is currently undergoing a transformation from being a service provider to becoming a strategic business partner.  This transformation requires addressing several foundational aspects of enterprise IT as well as embedding innovation and harnessing of cutting-edge technology to deliver solutions to UNOPS that truly address business needs as well as provide greater effectiveness, efficiency and differentiation to UNOPS products and services.  ICT’s place within the UNOPS Finance Group also enables the transformation by ensuring that IT decisions are made with a strategic focus on costs, benefits, and risks. 

We are looking for highly skilled and motivated individuals who will help us position UNOPS ICT as a truly transformative part of UNOPS.

Functional Responsibilities

Under the supervision of the Head of ICT Delivery, the System Support Team Lead will be responsible for the smooth and efficient functioning of the System Support Team through management and supervision of the team.  The Systems Support unit provides end-user support for UNOPS systems and applications as well as plans provides training to end-users.

  1. Management and supervision

  2. End-user support

  3. End-user training
1. Provide management and supervision to the System Support team

  • Act as a mentor for the team and provide expert guidance to the team on relevant functional and technical matters

  • Monitor and manage team team objectives and performance through the use of appropriate support ticket and other metrics.  Monitor implementation and oversee progress

  • Establish team priorities, and supervise the implementation of work plans

  • Promote teamwork and collaboration by providing the team with clear direction, objectives and guidance to enable them to perform their duties responsibly, effectively and efficiently

  • Foster a positive work environment, respectful of both men and women, and ensure that the highest standards of conduct are observed

  • Coordinate between the System Support Team and business analysts to communicate feedback and identify process improvement areas

  • Provide substantive input to the CIO on continuous improvement plans
2. Provide support to end-users of UNOPS systems and applications

  • Identify, analyse and resolve system issues, ensuring a responsive and service minded approach.

  • Provide solutions to inquiries about system functionalities and issues, by seeking technical advice and support from other members of the System Support team, colleagues, and subject matter experts and thus building own capacity and knowledge.

  • Keep abreast of new functionalities and actively participate in training activities to ensure the quality of Helpdesk service.

  • Ensure optimal quality services by maintaining ownership of all reported problems until the appropriate resolution is reached and communicated to the person reporting the problem.

  • Follow up on incoming queries, reassign tickets.

  • Maintain a log of requests serviced, solutions provided and outstanding issues.

  • Liaise with suppliers to obtain third level support.

  • Creation and modification of user accounts.

  • Accurately and extensively document and maintain the creation and modification of user profiles
3. Provide training to end-users of UNOPS systems and applications

  • Identify training needs, facilitate and/or conduct training sessions (workshops, webinars, webcasts, one-to-one, online)

  • Produce and update training materials to ensure users are adequately trained on UNOPS systems

Education/Experience/Language requirements

Education
  • Master’s Degree, preferably in Business Administration, Resource Management, Project Management, Information technology or other relevant field is required.
  • A Bachelor’s degree in combination with additional two years of experience may be accepted in lieu of master’s degree.
  • Secondary education in combination with additional six years of experience may be accepted in lieu of a master's degree
Experience

  • Minimum 3 years of experience required in the area of operational support/assistance is required

  • Minimum 2 years of experience from a systems support function with ERP systems is required

  • Experience providing end-user support for Unit4 Business World (UBW) ERP is highly desired

  • Experience managing projects or leading people will be considered an asset

  • Experience in user training as well as developing user guidelines is required

  • Demonstrated experience using applications for Help Desk Support is desired

  • The successful candidate should demonstrate a service-minded approach, possesses good communication skills, good IT understanding, has the ability to learn, and works as a team player


Language requirements 
  • Full working knowledge of English is essential.
  • Knowledge of another official UNOPS language is an asset

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.
Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).
Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.
Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.
Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.
Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

Contract type: I-ICA
Contract level: IICA1
Contract duration: one year initially, renewable subject to satisfactory performance and funding availability



For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx 

Background Information - UNOPS

The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners' peacebuilding, humanitarian and development projects around the world.  UNOPS supports partners to build a better future by providing services that increase the efficiency, effectiveness and sustainability of peace building, humanitarian and development projects.  Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement and infrastructure services to a wide range of governments, donors and United Nations organizations.  With over 8,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, where they need it.  By implementing around 1,000 projects for our partners at any given time, UNOPS makes significant contributions to results on the ground, often in the most challenging environments.
This vacancy is now closed.
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