ICT Support Associate

Background

The ICT unit plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The unit drives UNDP’s digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.

UNDP Mongolia Country Office Operations Unit has finance, human resources, procurement, admin & logistics and the ICT units combined and aim to effectively support the CO operations. The ICT Support Associate works in close collaboration with the Management Support and Business Development, Operations, Programme and project teams in the CO and UNDP HQs staff for resolving complex ICT-related issues, collaborates with Regional ICT Officers (RIO), Regional Bureau ICT Managers (RBIM), ICT Managers and other ICT Staff.

Institutional Arrangement

Under the guidance and direct supervision of the Operations Manager, the ICT Support Associate provides leadership in execution of ICT services in the CO, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for review and advice on the use of new technologies that will enhance the CO productivity.  The ICT Support Associate promotes a client-oriented approach.

Scope of Work

Ensures implementation of  ICT strategies and introduction/implementation of new technologies:

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Participate in development and implementation of Standard Operating Procedures in ICT services. 
• Conduct market research and analysis and provide support in introducing new technology for CO system updating and improvement.
• Provide advice on and assistance in procurement of new ICT equipment for the CO and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids. 
• Participate in development and implementation of ICT annual plan. Maintain the measures in place for business continuity and disaster recovery processes and procedures. 
• Provide support to use of ERP functionality for improved business results and improved client services. 
• Provide ICT support for key events.

Ensure effective functioning of the CO hardware and software packages.:

• Support effective functioning (installation, operation, and maintenance) of all UNDP hardware equipment and acquisition of hardware supplies.
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

Assist in providing automation and digitalization support for both CO Operations and Programmes.

• Install commercial and in-house developed software and related upgrades.
• Support development of new automation tools using UNDP corporately developed platforms.
• Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle. 
• Support provision of in-house development of tools for programme and operations when needed.
• Assist in identifying opportunities and ways of converting business processes into web- based systems to address the issues of efficiency (e.g., office management system, donor profile software, knowledge management systems).

Ensure efficient network administration.

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment.
• Ensure UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of attacks.
• Implement cloud-based backup and restoration procedures for local drives. Install anti-virus programs on a timely basis. 
• Respond to user needs and questions regarding network access.
• Maintain up-to-date parameters of information for the network clients and electronic mail.
• Trouble-shoot and monitor network problems. 
• Maintain an up-to-date inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams.

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.
• Participate in the organization of training for the CO staff on ICT issues.
• Synthesize lessons learned and best practices in ICT.
• Provide sound contributions to knowledge networks and communities of practice.

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

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 & Technical competencies 

Results-based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.

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 fulfil 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.

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.

Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

IT Customer Support: Ability to support 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.

Network, Communication, and Infrastructure Management: Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design.

Minimum Qualifications of the Successful NPSA

Minimum education requirements

• Secondary education is required with formal training in IT systems, business software and/or web-based applications. 
• A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.
• Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset.   

Min. years of relevant work experience 

• Minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, providing technical support for hardware/software or Cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is required.
• Experience in handling administrative tasks is an asset.

Desired skills in addition to the competencies covered in the Competencies section

• Demonstrates commitment to UNDP’s mission, vision and values.
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
• Zero tolerance for any harassment, i.e. any offensive behaviour, words and actions, including sexual and psychological harassment, bullying, etc.  

Required Language(s) 

Fluency in English and Mongolian, both spoken and written.