IT Telecommunication Associate, GS6, FT, Lomé-Togo #72375

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Hope

Summary of key functions/accountabilities:

General ICT / Office Support:

ICT & T4D Associates at this level perform a full range of procedural activities in support of ICT Unit to ensure effective communications with client departments and efficient provision of support to other ICT staff.

Activities include:

• Providing first-level support that includes receiving, processing and logging service requests.
• 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 work orders.
• Maintaining and updating files (electronic and paper) and internal databases.
• Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

Minimal ICT Administration:

ICT&T4D Associates are accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.

Activities include:

• 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.

T4D Support

ICT&T4D Associates will contribute to the digital transformation agenda through duties such as:

1. Digital/Data Solution Implementation
2. Knowledge Management
3. Digital Capacity Building
4. Digital Innovation
5. Business Analysis

1. Digital/Data Solution Implementation

Support Interventions: Provide technical support to the Country Office in the identification, selection, concept design, deployment and sustainability of T4D interventions to address bottlenecks towards the achievement of programme results.

Solution Procurement and Evaluation: Provide inputs into the review of technical solutions to ensure UNICEF standards and Technology Playbook are followed; contribute to project management processes, generation and review of terms of reference and vendor selection.

Deployment Advice and Support: Assist with implementation strategy of digital technology initiatives, including technical configuration, troubleshooting and the documentation of challenges and resolutions.

2. Knowledge Management

Share Lessons Learned: Identify, capture and report to the supervisor the lessons learned from T4D for integration into broader knowledge development planning, advocacy and communication efforts.

3. Digital Capacity Building

Utilise Data for Evidence Generation: Assist the ICT Officer in the identification of data needs of programmes and partners and propose solutions.  Contribute to the capacity building of programme staff and partners in analysing the large amounts of data generated through T4D initiatives including the use of data visualization techniques and analytics tools.

Guide Stakeholders and End-users: Participate as resource person in capacity building initiatives to enhance the competencies, capacity and knowledge within the programmes on digital development. 

4. Digital Innovation

Identify and Assess New Technology and Digital Innovations: Contribute effectively to the ICT&T4D Support to programme sections to identify and assess new T4D initiatives, or new phases of on-going initiatives, with immediate potential to improve UNICEF programming. 

Build Awareness around Innovation and Frontier Technology: Contribute to the development of staff capabilities in using frontier technology and innovations such as UAVs, wearables, IoTs, mobile money, blockchain etc.  Maintain updated knowledge of the latest trends and developments.

5. Business Analysis

User Centric Design: Utilise human/user-centric design methods to enable user-acceptance testing, evaluation, documentation and analysis (e.g. design thinking)

Landscape Mapping: Maintain an inventory of Technology and Innovation interventions, assets, resources and networks.

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

• Education: Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering. ITIL Foundation Certificate or equivalent customer support certification is an asset.
• 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. Developing country work experience and/or familiarity with emergency is considered an asset.
• Fluency in French and good English knowledge are required. Knowledge of another UN language or local language of the duty station is considered as an asset.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

• Demonstrates Self Awareness and Ethical Awareness (1)
• Works Collaboratively with others (1)
• Builds and Maintains Partnerships (1)
• Innovates and Embraces Change (1)
• Thinks and Acts Strategically (1)
• Drives to achieve impactful results (1)
• Manages ambiguity and complexity (1)

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.
• 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.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. 
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. 

Remarks:

n is critical to deliver the best results for children. For this position, eligible and suitable female candidates are encouraged to apply.

UNICEF appointments are subject to medical clearance.  Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be cancelled.

All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.