Background

UNDP is committed to achieving workforce diversity in terms of gender, nationality, and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous references and background checks.

UNDP is the leading United Nations organization in fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet.

Amid a dynamic socio-economic context of Moldova, the Ministry of Labour and Social Protection (MLSP) is embarking on a deeply transformative process. The “Digital Transformation of Social Protection” Project - funded by the Italian Ministry of Foreign Affairs, through the Italian Agency for Development Cooperation (AICS) - stands as testimony to this momentum forward. Moldovan social protection system faces substantial challenges caused by inefficiencies, limited digital integration, and an unmet demand for institutional framework and service delivery better addressing contemporary socio-economic uncertainties. The MLSP's endeavour is to reengineer this landscape, enhance its digital infrastructure and create a framework that is efficient, inclusive, resilient, and adaptable to changing contexts and conditions. 

The Ministry has launched three major reforms, namely that of social services (RESTART); that of the National Employment Agency (NEA); that of the State Labour Inspectorate (SLI); and that of the National Council for Determination of Disability and Work Capacity (CNDDCM). These initiatives are not just a response to evolving needs but a visionary stride towards a future where social protection is seamlessly inclusive, empowering, and a realized right for every citizen, as defined by the 2030 Agenda.

The Project aims to address the fragmented digital infrastructure of the social protection system, which currently operates with multiple, disparate, and non-interoperable information systems. This fragmentation causes binding inefficiencies in data management and service delivery and undermines the ability to provide timely and appropriate support to beneficiaries. By developing a new, integrated Information System – eSocial, the Project aims to achieve delivery of social protection & employment services in a more coherent, accessible, and resilient way, enhancing the Ministry's ability to meet existing demands and adapt to future changes.

The Project's strategic approach is enrooted in Moldova’s national priorities, as defined by the RESTART Reform of Social Assistance and the UNDP Country Programme Document for the Republic of Moldova (2023-2027). The Project is designed to leverage technology as a key driver of change, streamline processes, enhance user experience, and strengthen institutional resilience. It involves comprehensive mapping and optimization of current business processes, ensuring they are streamlined and designed for the best possible user experience.

Complementing the processes above, the Project supports the enhancement and institutionalization of the Ministry’s capacities to lead ongoing efforts of digitalisation of social protection services via a dedicated Digital Center for Social Innovation (DCSI), which will ensure the intervention’s sustainability and advancements. DCSI experts engaged by the Project support the development of the eSocial digital platform and its adoption within MLSP and subordinated institutions: ATAS (regional agencies for social assistance), STAS (regional structures for social assistance), NEA, SLI, CNDDCM, AGSSSI (the Agency for the Management of Highly Specialized Social Services), etc.

Duties and Responsibilities

The Service Operations Assistant will support the digital transformation of the Agency for the Management of Highly Specialized Social Services by streamlining administrative processes, standardizing institutional data management, and establishing a scalable digital foundation for future automation and analytics. She/he will be responsible for:

Support process review and improvement

  • Assist in reviewing existing administrative and operational processes at central and placement-centre levels.
  • Support the identification of inefficiencies, overlaps, and manual steps in day-to-day workflows.
  • Contribute to documenting processes and suggesting practical improvements under guidance.
  • Assist in identifying opportunities to introduce simple digital tools to streamline routine tasks for AGSSSI staff.

Implementation of basic digital and data solutions

  • Support the creation and maintenance of user-friendly digital tools for administrative tasks (e.g., standardized Excel spreadsheets, Google Forms).
  • Assist in setting up and updating basic data tracking files to improve organization and reporting.
  • Help implement simple data flows and ensure consistent data entry across units.
  • Support the use of standardized templates for beneficiary and staff records.

Support to data integration and use

  • Provide day-to-day support to the UNDP Digital & Data Analyst in consolidating and organizing existing data sources.
  • Assist in organizing data using common categories and formats to improve consistency in reporting.
  • Assist in improving data accessibility and sharing across centres.
  • Support basic troubleshooting and updates of digital tools used by staff.
  • Assist in delivering practical guidance to staff on the use of spreadsheets and digital tools.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangements

The Service Operations Assistant for AGSSSI will work under the supervision of the UNDP Digital Transformation Manager, in close cooperation with the UNDP Digital & Data Analyst, the UNDP Moldova Country Office team and the overall project team, for an effective achievement of results, anticipating and contributing to resolving project-related issues and information delivery.

He/she will also collaborate with the Agency for the Management of Highly Specialized Social Services, the Ministry of Labour and Social Protection, and the DCSI team. The incumbent is expected to exercise full compliance with UNDP administrative rules, regulations, policies, and strategies.

Competencies

Core Competencies

Achieve results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.  

Cross-Functional and Technical Competencies

Business Management - Customer Satisfaction/Client Management:    

  • Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfill and understand the real customers' needs. 
  • Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.

Business Management - Digital Awareness and Literacy:

  • Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. 
  • Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. 
  • Knowledge of the usage of digital technologies and emerging trends.    

Business Management - Communication:    

  • Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. 
  • Ability to manage communications internally and externally, through media, social media and other appropriate channels.

Digital - Storytelling:    

  1. Ability to empathise with people's perceptions, motivations, feelings and mental models and craft narratives to build an emotive argument for change accordingly.
  2. Ability to present data, insights or information in compelling ways to mobilise resources, talent or action. Ability to choose media and channels that is fit for purpose to reach specific target audiences.

Digital - Data Collection:

  • Being skilled in Data Sorting, Data Cleaning, Survey Administration, Presentation and Reporting including collection of Real-Time Data (e.g. mobile data, satellite data, sensor data).

Digital - User-centred design, user research, user testing:    

  • Knowledge of user-centred design methodologies and ability to apply them practically.

Information Management & Technology  - IT Customer Support:    

  • Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Required Skills and Experience

Minimum education requirements:

  • Secondary education is required, or  
  • University Degree in IT/Computer Sciences, Engineering, Business Administration, Public Administration, or equivalent field will be given due consideration, but it is not a requirement.

Minimum years of relevant work experience:

  • A minimum of 5 years (with high school diploma) or 2 years (with bachelor’s degree) of progressively responsible technical support, software development, or digital transformation experience is required.

Required skills:

  • Experience in the use of computers, office software packages and web-based management systems.

Desired skills:

  • Proven proficiency in spreadsheet tools (e.g., Microsoft Excel), including data organization, advanced formulas, data analysis, and reporting;
  • Experience in providing operational and/or administrative support in the public or private sector;
  • Experience in technical support for a governmental digital platform;
  • Experience in working, liaising, and collaborating with UN agencies, governments, NGOs, civil society organizations, and public international organizations.

Required languages:

  • Fluency in Romanian and English is required.
  • Knowledge of one or more minority languages relevant for Moldova, including Russian, Romani, Gagauzian, Bulgarian, Ukrainian and sign language, is an asset.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. 

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. 

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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