UNDP - United Nations Development Programme
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UNDP is the leading United Nations organization fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet.
UNDP’s Programme of Assistance to the Palestinian People (PAPP) derives its mandate from United Nations General Assembly Resolution 33/147 of 20 December 1978. Called upon by United Nations Member States in that year, UNDP was requested “to improve the economic and social conditions of the Palestinian people by identifying their social and economic needs and by establishing concrete projects to that end”.
“UNDP/PAPP offers operational services and support to several UN agencies operating in the occupied Palestinian territory. By promoting a client-centred approach in-line with UNDP’s rules and regulations, our operational team collaborates closely with programme and project teams, as well as suppliers, UN agencies, and UNDP headquarters staff to address challenging operational -related issues”.
In vision of UNDP Digital Strategy 2022-2025 all UNDP ICT units were transformed to Digital Services Units, to provide support to UNDP/other UN agencies/ Partners “to create a world in which digital is an empowering force for people and planet”, on top DSU are providing IT support to UNDP/other UN agencies staff in addressing challenging IT-related issues.
The position of Digital Service Associate aims to support the UNDP and other UN agencies under the direct technical guidelines set by the Digital Service Analyst to facilitate and organize the daily work of the ICT common services; and to identify the proper solutions that will enhance the ICT performance tools in the organization. The incumbent is expected to adopt a client-oriented approach and work in close collaboration with the different UNDP/PAPP operation units, program teams and the other UN agencies for resolving complex ICT-related issues. as applicable, include any relevant data/information/policy framework that may be required for each activity
Institutional Arrangement
Under the guidance of the Operation and Services Manager and day to day supervision of the Digital Services Analyst, the incumbent provides ICT and administrative support services to the DSU unit and daily technical support to users of information management tools and technology infrastructure.
- Ensure implementation of Digital Services strategies and introduction/ implementation of new technologies:
- Ensure compliance with corporate information management and technology standards, guidelines, and procedures for PAPP technology environment.
- Provide input to elaboration of internal policies and procedures on Digital Services use. Elaborate the content of internal Standard Operating Procedures in Digital Services in consultation with office management.
- Conduct market research and analysis and introduce new technology for PAPP system updating and improvement.
- Provide advice on and assistance in procurement of new Digital Services equipment for PAPP and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids.
- Develop and update the Digital Services 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.
- Ensure effective functioning of PAPP’s hardware and software packages:
- Provide advice on maintenance of equipment and acquisition of hardware supplies.
- Supervise the implementation of corporate UNDP systems.
- Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.
- Provide automation and digitalization support for both PAPP Operations and Programmes:
- Provide support in the development of the new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required.
- 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 as needed.
- 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).
- Ensure efficient network administration:
- Monitor the network connection daily 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 counter measures 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.
- Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.
- Ensure facilitation of knowledge building and knowledge sharing in PAPP:
- 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 Digital Services issues.
- Synthesize lessons learned and best practices in Digital Services.
- 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.
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
Business Management
- 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.
- Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillful grasping their usage or through understanding their impact and empowering others to use them as needed
- 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
Information Management & Technology:
- IT Service Delivery & Operations: Ability to deliver the IT products and services to customers at the right level of Quality and Costs, considering user experience. ISO 20000 knowledge. ITIL certification or similar 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..
- User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design.
- 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 and Computer Science will be given due consideration, but it is not a requirement
- Minimum of 7 years (with high school diploma)) or 4 years (with bachelor’s degree) of relevant working experience in network administration, 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.
Required Skills:
- Hands-on experience in design, implementation, troubleshooting and monitoring of ICT Systems and services mainly cloud platforms such as MS Azure, and video conferencing systems, usage, and support of desktop productivity suites, mainly Microsoft 365, SharePoint, OneDrive, Teams, Yammer, Planner, knowledge of database packages.
- Hands-on experience in design, implementation, troubleshooting and monitoring of ICT Networking services mainly Cisco Meraki Firewalls, Routers, Switches, and Wi-Fi devices, familiarity with fundamental information security concepts.
- Proven experience in and knowledge of corporate email management systems IDAM as well as ERP system.
Desired Skills:
- Knowledge of UNDP’s rules and regulations would be an advantage.
- Experience of working in ICT private sector.
- Previous work experience in the UN/INGO is an asset.
Required Language(s):
- Proficiency both in Arabic and English languages is required.
Professional Certificates:
- Certifications in CCNA, MSCA, MCSE or MCP are an asset.
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