ICT & Digital Services Associate

As the United Nations lead agency on international development, UNDP works in 170 countries and territories to eradicate poverty and reduce inequality. We help countries to develop policies, leadership skills, partnering abilities, institutional capabilities, and to build resilience to achieve the Sustainable Development Goals. Our work is concentrated in three focus areas; sustainable development, democratic governance and peace building, and climate and disaster resilience. UNDP advocates for change, and connects countries to global knowledge, experience and resources to help people build a better life.

UNDP has supported Kyrgyzstan’s development progress since 1992 and supports the country in charting future pathways towards greater prosperity, resilience, and social cohesion. As an impartial policy advisor and integrator, UNDP works within the UN system and with all stakeholders in government, civil society, and private sector to advance inclusive, fundamentally sound development solutions and reforms in complex settings. Our United Nations identity ensures neutrality and respect for people’s choices. Transparency and accountability in operations makes us a trusted partner for national and international development stakeholders. 

UNDP encourages and enables collective intelligence, collaboration, integration, critical thinking, and thought leadership. We mainstream innovation, digitalization opportunities, gender equity and diversity/inclusion principles in all aspects of our work. Our staff consistently strive for excellence, effectiveness, efficiency and inclusion across all areas of work. 

In close cooperation with the UNDP Programme teams and other Country Office units, the Operations team supports the UNDP Country Office and programme implementation through the provision of relevant and timely procurement, finance, ICT and digital services, General Admin Services, Common Services, and Human Resources support. This includes a focus on collaboration, innovation, speed and administrative efficiency as well as advisory services for enhanced planning. 

The unit contributes to a collective engagement with other teams, partners, and clients to offer timely, well-planned, and efficient services that meet the standard and requirements of UNDP policies and procedures. Through cross-unit collaboration, the teams harness innovation and digital solutions, while fostering an environment of continuous learning.

Under the guidance and direct supervision of the Operations Manager, the ICT & Digital Services Associate leads the execution of ICT and Digital services to the Country Office, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The ICT & Digital Services Associate is responsible for review and advice on the use of new technologies that will enhance CO digitization and productivity. The Digital & ICT Associate promotes a client-oriented and results-focused approach.

The ICT & Digital Services Associate works in close collaboration with the operations, programme, and project teams in the Country Office (CO) and with UNDP HQs, Regional Hub and GSSC staff and Government officials ensuring successful Country Office (CO) performance in Digital and ICT services. 

The ICT & Digital Services Associate supervises the ICT & Digital Services team, and has matrixed supervision of ICT personnel in projects.

Leads the implementation of Digital and ICT strategies and introduction/implementation of new technologies

• Leads the implementation of efficient, effective and innovative digital and ICT services and solutions for the office and in close collaboration with projects
• Lead the development, implementation and adherence to standard operating procedures to provide timely, fast and relevant services to all clients.
• Comply with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
• Substantive input to CO ICT Business Processes Mapping and elaboration/establishment of Internal SOPs in ICT Management and the control of workflows within the ICT team, and in line with GSSC services.
• Ensure timely case submission to GSSC as needed, and proactively follow-up for timely case completion.
• Elaborate on the content of internal Standard Operating Procedures in ICT in consultation with office management.
• Develop and update the ICT annual plan and road map.
• Provide support to the use of UNDP Corporate Management systems functionality for improved business results and improved client services.
• Participate in the office business process re-engineering activities and ensure that business needs drive IT solutions related to corporate resource management.
• Conduct market research and analysis, and introduction of new technology for country office system updating and improvement.
• Lead the ICT team for effective and client-oriented services.
• Liaise with the various support teams and other Country Offices to develop tools that meet CO specific needs for example integration tools and locally developed systems for improved efficiency. 
• Provide ICT oversight and management for UN House equipment
• Contribute to UNDP being a partner of choice for operational backbone services in the UN system, and to the development of strong client relationships with UN agencies to which we provide Agency services.

Ensure effective functioning of the CO hardware and software packages, and inventory management

• Ensures MCO Hardware and Software platforms meets UNDP’s corporate standards and fits the CO key business processes and needs
• Provide advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
• Provide advice on and assistance in procurement of new equipment for the CO and projects, including technical specifications and information on best options in both local and international markets, and review quotations and bids.
• Manage the rollout and implementation of corporate UNDP systems.
• Develop new software packages and platforms for high-impact internal results (e.g. office management system, electronic registry, etc) as required.
• Manage assets and inventory, including acquisition planning with procurement, inventory management, and asset verification.

Ensure efficient networks administration

• Ensure availability and reliability of Country Office systems i.e. the Servers, WAN and LAN.
• Operate network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks.
• Trouble-shoot and monitor network problems.
• Maintain up-to-date parameters of information for the network clients and electronic mail.
• Implement backup and restoration procedures for local drives. Maintain backup logs. Organize off-site storage of backups. 
• Development and update of the ICT annual plan and road map. Development and update of the ICT Business Continuity Plan, Disaster Recovery Plan, ICT infrastructure and training plans and ensure proper implementation

Provide web management services

• Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (office management system, donor profile software, knowledge management systems).
• Development and active maintenance of the CO web site and intranet ensuring that the content is updated and meets the corporate requirements of UNDP.

Ensure facilitation of knowledge building and knowledge sharing in the CO

• Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.
• Organize trainings for the operations/projects staff on ICT issues.
• Synthesize lessons learned and best practices in ICT.
• Contribute to knowledge networks and communities of practice.

Perform other duties within your functional profile as assigned and deemed necessary for the efficient functioning of the office.

Supervisory/Managerial Responsibilities: Supervision and performance management and development of ICT personnel. The ICT and Digital Services Associate is expected to provide quality assurance checks of the work of administrative and support staff or contractor’s personnel as required. 

• Achieve Results: LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work
• Think Innovatively: LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking
• Learn Continuously: LEVEL 2: Go outside comfort zone, learn from others and support their learning
• Adapt with Agility: LEVEL 2: Adapt processes/approaches to new situations, involve others in change process
• Act with Determination: LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously
• Engage and Partner: LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships
• Enable Diversity and Inclusion: LEVEL 2: Facilitate conversations to bridge differences, considers in decision making 

People Management

UNDP People Management Competencies can be found in the dedicated site. 

Cross-Functional & Technical Competencies

• Business management - Communication
  • 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.
• Business Development - Knowledge Generation
  • Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need
• Information Management & Technology - IT Service Delivery and Operations
  • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience
• Information Management & Technology - IT Security Management
  • Knowledge of Cyber Security technologies, processes, and innovations and the ability to apply to strategic and practical situations. Capacity of keeping UNDP systems and data safe
• Information Management & Technology - IT Continuity and Disaster Recovery
  • Ability to manage IT continuity and disaster recovery
• Information Management & Technology - IT Customer Support
  • Ability to support internal customers on IT issues and generate a continuous improvement of users experience
• Information Management & Technology - IT Research and Development
  • Following new technologies and technical trends, research the technologies that are applicable and beneficial to the organization and develop the systems