Information and Communication Technology (ICT) Associate

Background

Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNDP is the UN’s global development network, an organization advocating for change and connecting countries to knowledge, experience and resources to help people build a better life. We are on the ground in 166 countries, working with them on their own solutions to global and national development challenges. The global standard staff count to be supported by an IT focal point stands at 35. Currently, there are over 120 staff supported by two ICT Staff catering for UNDP, UNFPA, UNDSS, UN Clinic, Common Services, UNCDF and UN Resident Coordinator’s Office. The ideal situation would have been four ICT staff to support such a staff count. The situation is worsened by having staff located at another far-flung UN Annex building being under the same two ICT staff support. It is expected that more staff would be provided offices at the UN Annex. The function of Information and Communications Technology (ICT) Associate requires a combination of technical and interpersonal skills. UNDP Zambia is a fast paced and ever-changing environment. To help respond to this challenge and reach our goals we are seeking to reinforce the ICT Unit with additional human resources for a period of one year. ICT Unit activities are carefully thought through to ensure they are rational, justified and aim to effectively support users’ requirements and needs. The ICT Associate will work closely with the ICT Manager as well as the Office Technology Coordinator on tasks and activities that support UNDP’s programmes and projects. 

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.
• Participate in development and implementation of Standard Operating Procedures in ICT services.
• Conduct market research and analysis and provide support in introducing new technology for CO 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. Review quotations and bids.
• Participate in development and implementation of ICT annual plan. Maintain the measures in place for business continuity and disaster recovery processes and procedures.
• Provide support to use of ERP functionality for improved business results and improved client services. · Provide ICT support for key events.

2.) Support  effective functioning of the CO hardware and software packages.

• Support effective functioning (installation, operation, and maintenance) of all UNDP hardware 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.
• Help Desk Provide technical support on Micro-Computer software and hardware problems Offer support on Microsoft Office Productivity Tools –Word, Excel, PowerPoint, Outlook for Client E-mail services and Internet Explorer, Chrome, Firefox for Internet browsing Provide support on removal of viruses and other related unwanted malware.
• Demonstrate skills in the use of tools for data access, transfer and conversion LAN Management Provide support in installing and upgrading of network hardware / software as per UNDP standard requirements.
• Be part of the IT team in troubleshooting PC software and hardware problems Demonstrate skills in the evaluation and appraisal of current and future hardware, software and service requirements Carry out and monitor preventive maintenance programmes Procurement and Inventory Management Show competency in the maintenance of inventory records of computer hardware and software

3.) Assist in providing automation and digitalization support for both CO Operations and Programmes.

• Install commercial and in-house developed software and related upgrades.
• 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 when needed.
• Assist in identifying 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).

4.) Ensure efficient network administration.

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment.
• 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. Install anti-virus programs on a timely basis.
• 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 and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams
• Be able to keep records on requests for systems enhancements and maintenance Provide support to keep up-to-date on industry trends in software and hardware development Desktop Publishing Management – Public Relations Offer support in the use of standard Desktop
• Publishing tools in carrying out such assignments Offer support in the design and production of brochures, invitation cards and other information leaflets as may be required Show knowledge in developing Websites and be able to provide support to the Country Office website through technical updates Installation and Troubleshooting

5.) Support 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.
• Participate in the organization of training for the CO staff on ICT issues.
• Synthesize lessons learned and best practices in ICT.
• Provide sound contributions to knowledge networks and communities of practice.

6.) The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Competencies

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.    

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.              

Information Management and Technology:

IT Customer Support; Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to delivera 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.
• 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.
• Formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset.

Experience:

• Minimum of 6 years (with high school diploma) 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 is required.
• Expertise in Networking: knowledge in computer networking as in setting up and operating ICT infrastructure is required
• Expertise in Information Security: knowledge in Information Security and Firewall technologies, apply such knowledge and experience in developing infrastructure setup is required
• Expertise in ICT operation support: Knowledge and experience in ICT operation and support, applying standard practice and guideline is required
• Experience and knowledge in Network Infrastructure troubleshooting and maintenance, LAN/WAN technologies, Voice, Video and Collaboration service management, Hardware configuration including network switches and routers is desirable; 
• Experience with Identification and prevention of any potential network issues and ICT Security is desirable. 
• Experience and ability to efficiently handle and share information and knowledge is desirable
• UN experience is desirable;

Required Language:

• English

Disclaimer

Important information for US Permanent Residents (‘Green Card’ holders) 

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

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.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.  

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status. 

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