Duties and Responsibilities
1. Ensure 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;
- Provide input to elaboration of internal policies and procedures on ICT use. Elaborate the content of internal Standard Operating Procedures in ICT in consultation with office management;
- Conduct market research and analysis and introduce new technology for Country Office 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;
- Develop and update the ICT annual plan. Ensure maintenance of measures in place for business continuity and disaster recovery processes and procedures;
- Provide support to the use of ERP functionality for improved business results and improved client services.
2. Ensure effective functioning of the CO hardware and software packages.
- Provide advice on maintenance of 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;
- Provide support in the development of the new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required;
- Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle;
- Identify 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);
- Identification of the 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);
- Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit;
- Review quotations and bids.
3. Provide automation and digitalization support for both CO Operations and Programmes.
- Creation and maintenance of the CO website and intranet ensuring that the content is updated and meets the requirements of UNDP;
- Supervise the implementation of corporate UNDP systems;
- Support provision of in-house development of tools for programme and operations as needed;
- Support development of new automation tools using UNDP corporately developed platforms.
4. Ensure efficient network administration.
- Monitor the network connection on a daily basis to ensure a stable and responsive network environment;
- Operate network utility procedures; define network users and security attributes; establish directories, menus, and drive-mappings; configure network printers; and provide user access;
- 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;
- Ensure timely upgrade of LAN Infrastructure and Internet connectivity to meet UNDP requirements;
- 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;
- Provision of advice on and assistance in procurement of new equipment for the CO and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids;
- Troubleshooting and resolving all network problems with supplementary support from OIST helpdesk; Record all support requests, resolutions, escalations etc. using a problem tracking and resolution tools; Providing statistics (KPI’s) on how well they are achieved. Manage creation/deletion of network and mail user accounts and security attributes;
- Maintenance of the library of reference materials.
5. 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 training for the Operations and project 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
- 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, and 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.
Required Skills and Experience
Education:
- Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MCSE or MCP are an asset.
- 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.
Experience:
- Minimum of 7 years (with high school diploma) or 4 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, etc;
- Experience in providing technical support for hardware/software or cloud ERP environments;
- Experience in working with telecommunications facilities; and applying knowledge of database applications, web-based management systems;
- Experience working with user-centered designs and conducting user research and testing is required.
Language requirements:
- Fluency in English and national language of the duty station is required.
