Global ICT Analyst

Background

Instructions to Applicants: Click on the "Apply now" button. Input your information in the appropriate Sections: personal information, language proficiency, education, resume and motivation. Upon completion of the first page, please hit "submit application" tab at the end of the page. Please ensure that CV or P11 and the Cover letter are combined in one file.

Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.

A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position. Brief description of approach to the assignment including below items:

• UN or NGO experience in a technical area
• Experience in supporting IT Infrastructure operations
• Field mission experience 

Travel:

UNDP will cover the cost of travel of the individual to the duty station, as well as their return to their home upon completion of their services. Travel costs are covered only in the event that the function will be undertaken physically in the duty station and excludes working from home arrangements. 

Office/Unit/Project Description:

The United Nations Development Programme (UNDP) Office of Information Technology and Management (ITM) is the organization’s primary provider of high-quality products of ICT systems and Green Energy services to a global network of 155+ country offices and UNDP partners worldwide.

The mission of ITM is to develop modern-age Smart Facilities which guarantees efficient, innovative and sustainable management of technologies for UN facilities, and consistency with Sustainable Development Goals (SDGs). We are committed to offer a framework of best practices, and to deliver simple-to-use, and standards-based support tools, to allow innovation to flourish throughout the organization.

Our primary motivations are to accompany the transition to greener technologies and to increase connectivity in challenging locations, in order to leave no one behind. More particularly, we are actively participating to Covid-19 Crisis Response, as Covid-19 has increased the need for digital collaboration and connectivity. On a more practical level, we do this to maintain organizational productivity using technology, improve stakeholders well-being, optimize financial efficiency, and serve as a showcase for development at local level.

ITM/CIAS office in Copenhagen is expanding with relocation of more colleagues from different parts of the world so it is very important that ICT infrastructure and resources are running smoothly in the office and are managed correctly too. Because of growing demand for daily support and ongoing activities, it is required to have a good monitoring system and support personnel in the office to manage/ensure that the resources/systems are running perfectly and provide timely and efficient support to end users.

GNOC support Specialist performs an integral role and is the first line responder of systems/solutions related issue to support end-users’ problems or defects with products and programs. The specialist answers all inquiries, respond to emails and perform in-person support sessions. End user support specialist needs a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities.

Institutional Arrangement:

• On a day-to-day basis, the contractor will be working with and directly reporting to the Manager of Smart Infrastructure and Connectivity Unit (SICU) and GNOC lead ICT Specialist;
• The Global ICT Advisor has the overall responsibility to guide the both the Manager of SICU and the Contractor;
• Progress reporting will be done in the monthly team meeting and also Weekly Meetings.

Duties and Responsibilities

Scope of Work 

The contractor is required to play a significant role as guided by the Global ICT Specialist and GNOC lead in achieving the following tasks:

• Support to Global ICT infrastructure operation: The contractor will be asked to provide Level-2 NOC operation support to OneICTbox and MSS-3 operations, work with Network Management System and develop network orchestration and automation tools. Ensure all networks are operating as per standard configuration and adjust deviation to comply with corporate configuration and security standards.
• Troubleshooting and Problem Resolution: Providing technical support to COs with OneICTbox and MSS-3 to resolve issues related to network and IP telephony services using standard procedures to troubleshoot and resolve any issues concerning the infrastructure as per SLA. Work with the Country Offices (CO) IT teams, HQ team and vendors to ensure performance.
• Incidents handling and escalation: The contractor is responsible to handle incoming incidents escalated through UNall ITSM platform and monitor alarms sent by NMS. The consultant engineer is required to escalate incidents or issue which are complex to handle and that needs vendor or Level-3 supports intervention.
• Capacity building and field operation support: Conduct capacity building exercises by hosting global webinars, trainings and on-site operational support as required by UNDP COs with the consultation of GNOC lead and management guidance.
• Development of IT systems: Assist in developing the operation support system/application to provide efficient/fast responses and developing manuals/guidelines to help/educate end-users.
• Client Interaction: Regularly interact with ICT managers to identify needs and gaps that needs to be attended and offer support with non-technical and technical requirements of COs with the consultation of Global ICT Specialist and GNOC lead.
• Documentation and ISO 9001 Compliance: Write documentation related to IT support operation, but not limited to, procedures, system documentation, technical guides, conformity and corrective reports, and user feedback. Monitor and ensure compliance with corporate standards and ISO 9001:2008 of both the roll-out process and documentation.

Competencies

UN CORE VALUES AND COMPETENCIES

Professionalism: Shows pride in work and achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

Communication:Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify and exhibits interest in having two-way communication; Tailors language, tone, style and format to match the audience; Demonstrates openness in sharing information and keeping people informed.

Client Orientation: Considers all those to whom services are provided to be "clients " and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.

Required Skills and Experience