ICT Associate

How can you make a difference?

The Business Innovation and Support (BIS) section has been established to drive business modernization and efficiency across UNICEF. The section supports staff globally and works closely with all HQ Divisions, regional and country offices for simplification and automation of processes applying LEAN principles and project management methodologies.

The ICT Associate supports users to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure and services This role provides identity and access management support for global services including Office 365 and SAP. The ICT Associate facilitates communication between users, Subject Matter Experts (SMEs) and IT Management; escalates incidents from users; maintains relevant documentation on known issues, processes and procedures for the Customer Care team. In addition, the ICT Associate is expected to handle tasks or projects assigned by the supervisor to support the unit.

Summary of key functions/accountabilities:

• Provide Access Management support.
• SAP System and GRC tool administration
• Escalation, performance monitoring and reporting.
• Support technical management

To qualify as an advocate for every child you will have…

Education:

• Completion of secondary education (high school diploma) is a minimum requirement, supplemented with courses in system engineering or programming or equivalent specialized training is an asset.
• A completed bachelor’s degree from a recognized academic institution in a field relevant to the position (such as Computer science, Maths, Statistics, Social sciences etc.) may replace three years of related work experience. A completed master’s degree may replace an additional two years of work experience.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.

Work Experience:

• A minimum of 6 years of professional experience in IT Support or IT Customer Service and related enterprise systems environment is required.
• Experience in assisting users on IT/ Business products and services and use of applications and diagnostic tools is required.
• Strong analytical and problem-solving skills are essential.
• Proficiency with Microsoft Entra system and Admin tools including PowerShell is required.
• Good knowledge of MS Office applications (Word, Excel, Power Point, MS Visio) is desirable.
• Knowledge of UNICEF’s Ticketing system (ServiceNow) is desirable.
• Work experience in a Shared Services Center is an asset.
• Knowledge of UN/UNICEF’S rules, regulations and procedures are considered as assets.

Language requirements:

• Fluency in English is required.
• Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Source: https://jobs.unicef.org/cw/en-us/job/577760