ICT Support Associate

Under the guidance and direct supervision of the  Head of Finance Management Service, the ICT Support Associate provides leadership in the execution of ICT services in the CO, implements ICT management systems and strategies, and 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 works in close collaboration with the operations, programme and project teams in the CO and UNDP HQs staff to resolve complex ICT-related issues

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

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.
• Elaboration of internal policies and procedures on the use of ICT. Elaboration of the content of internal Standard Operating Procedures in Finance in consultation        with office management.
• Development and update of the ICT annual plan.
• Provision of support to the use of ERP functionality for improved business results and improved client services.

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 softwares for high impact results (e.g. office management system, electronic registry, etc).

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.
• 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.
• Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.

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.

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.

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.

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, MSCE, and/or MCP are an asset. 
• A university degree (Bachelor´s 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 6 years (with secondary) 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 the usage of computers and office software packages (MS Word, Excel, etc.).
• Experience in handling web-based management systems is required.
• Demonstrated and substantive experience in developing web-based applications, including databases, and mobile apps is a distinct asset.
• Demonstrated knowledge of UN/UNDP ICT practices is desired.
• Knowledge of UNDP policies and guidelines in the area of expertise is an advantage.

Languages

• Fluency in French, the National Language of the duty Station
• Fluency in English is an asset.

Source: https://estm.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/job/20632