Background

                Under the guidance and direct supervision of the ICT Analyst, the ICT Support Associate provides leadership in execution of ICT services in the CO and the RSC, 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.

The ICT Support Associate supervises ICT support staff and 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.

                Duties and Responsibilities

                Summary of Key Functions:

• Implementation of ICT strategies and introduction/implementation of new technologies;
• Effective functioning of the CO hardware and software packages;
• Networks administration;
• Provision of web management services;
• Provision of administrative support;
• Facilitation of knowledge building and knowledge sharing.

Duties and Responsibilities:

1. Ensures implementation of ICT strategies and introduction/implementation of new technologies focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment;
• Provision of inputs to elaboration of internal policies and procedures on the use of ICT. Elaboration of the content of internal Standard Operating Procedures in ICT in consultation with office management;
• Development and update of the ICT annual plan;
• Provision of support to the use of Atlas (UNDP’s implementation of PeopleSoft ERP) functionality for improved business results and improved client services.

1. Ensures effective functioning of the CO hardware and software packages focusing on the achievement of the following results:

• Provision of advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components;
• Supervision of the implementation of corporate UNDP systems;
• Development of new software packages for high impact results (e.g. office management system, electronic registry, etc) as required.

1. Ensures efficient networks administration focusing on achievement of the following results:

• Operation of 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-shooting and monitoring of network problems;
• Response to user needs and questions regarding network access;
• Maintenance of up-to-date parameters of information for the network clients and electronic mail;
• Implementation of backup and restoration procedures for local drives;
• Maintenance of backup logs. Organization of off-site storage of backups;
• Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities;
• Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.

1. Provides web management services focusing on achievement of the following results:

• 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);
• Creation and maintenance of the CO web site and intranet ensuring that the content is updated and meets the requirements of UNDP.

1. Provides administrative support focusing on achievement of the following results:

• 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;
• Maintenance of an up-to-date inventory of the software and hardware;
• Maintenance of the library of reference materials;
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.

1. Ensures facilitation of knowledge building and knowledge sharing in the CO focusing on achievement of the following results:

• Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;
• Organization of trainings for the operations/ projects staff on ICT issues.
• Maintenance of staff training profiles;
• Synthesis of lessons learned and best practices in ICT;
• Sound contributions to knowledge networks and communities of practice.

                Competencies

                Corporate Competencies:

• Demonstrates commitment to UNDP’s mission, vision and values
• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability

Functional Competencies:

Knowledge Management and Learning.

• Shares knowledge and experience and provides helpful advice to others in the office;
• Ability to develop systems for structuring, codifying and providing access to information and knowledge.

Development and Operational Effectiveness.

• Ability to provide IT support services including IT hardware/ infrastructure support, ERP support, other IT applications support, web design and maintenance
• Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, knowledge of web design, knowledge of Microsoft Windows network administration, ERP
• Ability to supervise and train support staff
• Ability to provide input to business processes re-engineering, elaboration and implementation of new systems

Leadership and Self-Management.

• Focuses on result for the client and responds positively to feedback;
• Consistently approaches work with energy and a positive, constructive attitude;
• Demonstrates openness to change and ability to manage complexity.

                Required Skills and Experience

                Education:

• Secondary Education. University Degree in Computer Science desirable, but it is not a requirement. Cisco Certified Network Engineer (CCNE) and Microsoft Certified Systems Engineer (MCSE) or Microsoft Certified Professional (MCP) required. If certification is not available at the time of recruitment, it should be obtained within 6 months.

Experience:

• 7 years of working experience (4 years with B.Sc. Degree) in network administration and use of hardware/software, telecommunications facilities, knowledge of database packages, experience in web design.

Language Requirements:

• Fluency in the UN and national language of the duty station.

                Disclaimer

                Important applicant information

All posts in the GS 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.

Workforce diversity

UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.

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