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E-Services Design Analyst

Sarajevo (Bosnia and Herzegovina)

  • Organization: UNDP - United Nations Development Programme
  • Location: Sarajevo (Bosnia and Herzegovina)
  • Grade: SB-4 (SC8/SC9), Service Contract, Local Contractors Agreement - Consultancy
  • Occupational Groups:
    • Democratic Governance
    • Information Technology and Computer Science
  • Closing Date: 2021-07-30

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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 reference and background checks.



Digital transformation in Bosnia and Herzegovina is slowly gaining speed. Yet, its full potential remains largely untapped. Global practice shows that to build a public sector that is fit for the future, governments must “reinvent” themselves. Digital transformation is not just about new technologies, but requires an overhaul of organizational structures, work processes, skills, culture and mindset.
In August 2020, UNDP, in collaboration with the British Embassy in Bosnia and Herzegovina, has launched the Digital Transformation in the Public Sector Project (2020-2024), which aims to support authorities in their journey towards the country’s digital future by promoting new capabilities and leveraging technology and innovation for more effective and inclusive governance and public service delivery. In partnership with authorities and all relevant stakeholders, the Project will contribute to the following main results:


  • Enabling legal and policy environment accelerate digital transformation in the public sector;
  • Effective, people-centred and efficient e-government and e-services improve quality of life for citizens and ease of doing business;
  • Knowledge-sharing and networking among public sector stakeholders catalyse ideas and digital capacities.

Nurturing new skills and capabilities among political leaders and public servants across all government levels is central to setting in place a critical mass of agents of change who can move forward the digital agenda in the public sector, to the benefit of all citizens – including the most vulnerable ones - and businesses. By promoting and supporting innovation in the public sector, the Project will create a “safe haven” for pilot experimentation that can then be scaled up. Continuously seeking to demonstrate how technology can bring about fast, system-wide and tangible improvements in the way public services are delivered to the citizens and businesses, will serve as a powerful motivating factor. The Project will work with stakeholders across all government levels – state, entity, cantonal and local governments.


Please note that the person selected for this position will be offered a contract with UNDP under its National Personnel Services Agreement (N-PSA) modality; the UNDP Service Contract modality is phasing out over the coming year. More information about the N-PSA is available here [link to the N-PSA POPP


Duties and Responsibilities

Function 1: Provision of strategic guidance and expert advice in the people-centred design and setting in function of e-services within the Project:

  • Coordinates and supports the Project efforts related to identification and inclusive and iterative design of priority e-services as e-service building blocks, keeping a “whole-of-government” perspective;
  • Ensures that the “people first” principle will be applied in the design and setting in function of  e-services;
  • Keeps abreast of relevant trends, practices and experiences related to e-governance and e-services in the region, the European Union and globally;
  • Experiments and suggests the introduction of horizon technology in new e-services (e.g. Artificial Intelligence, Big Data, machine learning, etc.);
  • Contributes to the policy and regulatory efforts of the Project, form viewpoint of offering quality technical advice and expertise in the area of e-services;
  • Actively engages with institutional partners and other relevant stakeholders in the area of e-services to ensure their active participation in Project activities, transfer and anchoring of good practices towards digital transformation in the public sector;
  • Stays abreast of relevant international and domestic initiatives related to e-governance and e-services, ensuring cooperation and synergies, which add value and maximize the Project results;
  • Monitors and assess the effectiveness of the e-service delivery launched or catalyzed by the Project;
  • Contributes to the overall Project planning, monitoring, reporting;
  • Closely coordinates and policy efforts with the broader UNDP governance portfolio and the wider UNDP team;
  • Engages and contributes to UNDP’s efforts in the area of good governance.

Function 2: Ensure technical support and guidance in the overall improvement and modernisation of the relevant public ICT infrastructure to enable e-government and e-services:

  • Leads the Project efforts in relation to the systemic enhancement and modernisation of information systems and data governance supported by the Project;
  • Offers future-looking, relevant and sustainable technical solutions and investments in ICT infrastructure and systems;
  • Provides quality technical support and guidance to authorities and the Project team in the process of prioritisation and deployment of ICT infrastructure, in line with the broader e-government vision, enabling interoperable e-services;
  • Supervises and guides the work of experts/consultants engaged to support e-services work packages;
  • Facilitate and support “sandbox experimentation” in the area of e-services design that invites open innovation in the public sector, leveraging technology, data and human knowledge to contribute to more inclusive and transparent public services;
  • Ensures technical coordination and synergies with planned e-services activities of other international community partners;
  • Captures and promotes the lessons learnt among the Project, UNDP, institutional partners and other stakeholders as relevant;
  • Contributes systemically to promotion and wide reach out of the Project achievements and results, as well as in the preparation of public awareness raising campaigns to bring e-services closer to citizens and governments.

Function 3: Support advancement of institutional capacities for sustainable use of e-services:

  • Offers technical support and advice in design and delivery of capacity development support to institutional partners – from viewpoint of effective functioning of the e-services;
  • Facilitates cross-institutional interaction in the process of discussion and agreement on the standards and benchmarks in public e-services;
  • Provides expert support and technical inputs to the Interoperability cross-institutional working group; 
  • Contributes to the Project strategy and measures related to overall advancement of the e-government institutional framework and capabilities;
  • Contributes to the knowledge-sharing within the Digital Transformation Practitioners’ Network and relevant events focused on peer learning and exchange of best practices;
  • Supports the affirmation of the Digital Transformers in the Public Sector Awards launched by the Project;
  • Ensure information-sharing and replicability of learning products from the Project in the wider UNDP programme, as relevant;
  • Ensure learning and exchange of best practices, including experience and knowledge – sharing across wider UNDP programme, particularly with the digital economy portfolio.

Function 4: Effective knowledge management and gender equality in e-services:

  • Writes blogs and promotes the Project achievements and approaches in the area of inclusive and people-centred e-services in the country, regional and internationally;
  • Ensures that gender equality and inclusion are mainstreamed within new e-services;
  • Liaises with e-government and e-services practitioners from the region and globally, facilitating knowledge exchange with Bosnia and Herzegovina;
  • Supports exchange of ideas and replication of approaches within UNDP – particularly in the governance portfolio, as well as serves as a knowledge focal point in the area of e-services for UNDP;
  • Supports the codification and sharing of knowledge products developed within the Project with the wider UNDP team for future use and reference.

Institutional Arrangement
The E-Services Design Analyst will perform his functions under the direct supervision of the Digital Transformation in Public Sector in Bosnia and Herzegovina Project Manager.


Achieve Results:

  • Demonstrate focus on achieving quality results and impact;
  • Consistently strive to meet or exceed excellence standards;
  • Hold self and others accountable for results;
  • Efficiently establish appropriate plans and resources for self and others to accomplish goals.

Think Innovatively:

  • Look beyond conventional approaches and established methods;
  • Propose new ideas, approaches and solutions to problems;
  • Seek patterns and clarity outside boxes and categories while resisting false certainty and simplistic binary choice.

Learn Continuously:

  • Actively pursue opportunities for learning and self-development professionally and personally;
  • Keep abreast of new developments in one’s professional area;
  • Proactively seek feedback, demonstrates a desire to learn from others as well as from experiences, both positive and negative;
  •  Contribute to the learning of others.

Enable Diversity and Inclusion:

  • Treat all individuals with respect, consider ethical implications and respond sensitively to all differences among people;
  • Fully accept and value all people, creating an inclusive environment;
  • Understand that inclusion is multi-faceted (e.g. race, gender, age, disability, culture, etc.);
  • Understand and appreciate issues from the perspective of others;
  • Treat everyone fairly and equally;
  • Demonstrate honesty and transparency.

Strategic Thinking:


  • Ability to develop effective strategies and prioritized plans in line with UNDP’s objectives, based on the systemic analysis of challenges, potential risks and opportunities; linking the vision to reality on the ground, and creating tangible solutions;
  • Ability to leverage learning from a variety of sources to anticipate and respond to future trends; to demonstrate foresight in order to model what future developments and possible ways forward look like for UNDP.

Knowledge Generation:

  • Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need.

Knowledge Facilitation:

  • Ability to animate individuals and communities of contributors to participate and share, particularly externally.

Collective Intelligence Design

  • Ability to bringing together diverse groups of people, data, information or ideas, and technology to design services or solutions.
  • Working with Evidence and Data
  • Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making.


  • Ability to 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.

Change Management

  • Business analysis, requirements: Knowledge of change management, ability to manage and control change process.

Information Strategy

  • Portfolio management and governance: Knowledge of developing and implementing ICT strategy, portfolio management, governance, and policies.

Business Intelligence & Analytics

  • Knowledge in Business Intelligence, ability to structure data, develop dashboard and data warehouses to provide intelligence for business decisions.

Network, communication and Infrastructure Management

  • Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT.

Data management

  • Knowledge of data science, skills to develop data management tools, organize and maintain databases and operate data visualization technologies. Includes knowledge of new technologies: big data, space technologies, sounds.

User Experience

  • Capacity to translate efficiently users needs in IT requirements.

Quality management

  • Ability to manage quality of IT services.


  • Knowledge in programming concept, developing software program and management of application lifecycle.

Project management:

  • Capacity to manage ICT projects, using IT methodologies and approaches such as agile deployment and/or waterfall system development methods.

Research and Development:

  • Following new technologies and technical trends, research the technologies that are applicable and beneficial to the organization and develop the systems.

Strategic engagement:

  • Ability to capture and sustain attention, interest and agreement of high-level, influential policy and decision makers and secure their buy-in of high-level vision and objectives. 

Relationship Management:

  • Ability to engage with a wide range of public and private partners, build, sustain and/or strengthen working relations, trust and mutual understanding.

Required Skills and Experience

Minimum Academic Education 

  • Advanced university degree in economics, public administration, electric engineering, ICTs for development, computer science, or other relevant field;
  • BA with additional two years of qualifying work experience may be accepted in lieu of MA.

Minimum years of relevant Work experience  

  • At least 2 years of relevant professional experience with BA in the area of digital transformation, e-governance and e-services in Bosnia and Herzegovina and/or the wider Western Balkan region.

Desired additional skills and competencies 

  • Excellent computer skills (especially Microsoft Office applications) and ability to use information technologies as a tool and resource. 

Required Language(s)

  • Fluency in English and the official languages of the peoples of Bosnia and Herzegovina, with excellent drafting and presentation skills.



Important applicant information

All posts in the NPSA categories are subject to local recruitment.

Applicant information about UNDP rosters

Note: 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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We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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