Information Technology Associate

Under the direct supervision of ICT Officer, NOB and head of IT Unit, the IT Associate assists Country Office and field offices with management and administration of ICT system and services, customer support and helpdesk function. The incumbent will also work with programme section on the identification, assessment and implementation of ICT integration into UNICEF programmatic support, capacity building and knowledge management and Technology for Development (T4D) related projects engaging with key partners. The post will be accountable for following duties.

• Management and administration of ICT function in country and field offices
• Procedural activities in support of CT function to ensure effective communications with client departments/divisions/offices and efficient provision of support to others
• Innovative use of technology in programme interventions in country and four field offices
• Supporting and assisting with capacity building and knowledge management
• Support all component of Enterprise Content Management

Summary of key functions/accountabilities:

Management and Administration of ICT function in country and field offices:

• IT Associate is accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.
• Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine operation and monitoring of server systems.
• Providing second-level user support troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Performing backups of servers following standard backup procedures.
• Assisting in the generation of computer reports.

Providing on-the-job orientation for users in the use of ICT systems

• Assist in cybersecurity assessment and mitigation measures
• Procedural activities in support of ICT function to ensure effective communications with client departments/divisions/offices and efficient provision of support to others.
• Providing oversight to local helpdesk and escalate issues to Customer care /global help desk by using service gateways system
• Managing lifecycle of ICT incidents assigned to him/her in service management tool.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested.
• Creating and assigning ticket in service gateway
• Maintaining and updating office documents in enterprise management system
• Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

Innovative use of technology in programme interventions in country and three field offices

• Actively participates in programme discussions to leverage his/her technical skill to identify opportunities for innovative use of technology in programme initiatives
• Works closely with the Operations and programme colleagues, relevant vendors and partners in formulation of technical opportunity into innovative product for children
• Provides support to Programmes in any ICT related issues, contracts involving ICT or systems and solutions, including review of ToRs and specifications, technical evaluations, applications, offers etc. and advising on any partnerships for ICT-enabled solutions for children.
• Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems.
• Collaborates with program and communication sections to identify and support improvement opportunities in programme delivery through the effective/innovative use of technology, ensuring that the functional requirements are fully met by the proposed solution. Advise on options, risks, costs versus benefits, and impacts on end-user products and services, business processes and systems.
• Manage and  support Country and field offices ICT infrastructure and Operations

Supporting and assisting with capacity building and knowledge management:

• Provide technical and operational support to end-users
• Manage escalated ICT incidents or problems to GSSC/ICTD
• Distribute ICT-related communication materials from NYHQ, GSSC or regional office
• Prepare and circulate internal ICT-related communications –emails, manuals, newsletters, flyers, best practices, FAQs
• Support opportunities to improve productively, efficiency, effectiveness and foster innovation
• Provision of advice on and assistance in procurement of new equipment for the CO, provision of technical specifications and information on best options in both local and international markets, technical review of quotations and bids
• Maintenance of an up-to-date inventory of the office’s software and hardware.
• Monitor the quality of Enterprise Content Management (ECM) system and coordinate with the relevant colleagues in the Organization to resolve issue

Under the framework of Digital Transformation initiative, assist ICT officer in supporting all component of the Enterprise Content Management

• Provides Enterprise Content Management (ECM) and knowledge management support (e.g., SharePoint, CO Intranet and Team web sites) through coordination of office contents/records management including systems for the acquisition, storage, and retrieval of electronic data
• Manages the local database capacity required using standard ICT database and collaboration tools
• Provides support to ensure the accuracy and accessibility of data sources.
• Provides technical assistance and guidance to relevant sections in provision of externally facing websites, contents, and security
• Provides assistance in the use of social media outreach

Assignments of additional duties and responsibilities are effectively performed

• Performs any additional assignments as requested by the supervisor

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

The following minimum requirements:

• Education: Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
• Information Technology Infrastructure Library (ITIL) Foundation Certificate or equivalent customer support certification is an asset.

Work Experience:

• A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
• Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
• Practical experience in providing technical and business Customer Support and Services is required.
• Practical experience and working knowledge of various computer platforms and applications is required.

Skills : 

• Good knowledge of UNICEF’s ICT regulations, rules and procedures as well as systems and applications.
• Good working knowledge of computer information systems, including micro-computer operating systems software (e.g. Windows), hardware and applications software and other office technology equipment.
• Ability to understand data and effectively use office technology systems for its input and extraction like RapidPro/Ureport and Inform
• Ability to provide on-the-job orientation to clients.
• Takes responsibility to respond to service needs promptly and proactively.
• Demonstrates a high degree of integrity, reliability and honors matters of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.
• Language Requirements: Fluency in English and Nepali language is required.

Source: https://jobs.unicef.org/cw/en-us/job/570975