(Re- Opening) Information and Communications Technology (ICT) Assistant, Supply Chain Management Unit (SCMU), Copenhagen, Denmark, G-5

*Re-opening with reduced number years of experience who possess a relevant first-level or advanced university degree.

The Position:

The Information and Communications Technology (ICT) Assistant position is located in the ICT & Data Analytics Team within Pillar 4 – Support Services in the UNFPA Supply Chain Management Unit (SCMU). The position reports directly to the ICT & Business Analytics Team Lead. The ICT Assistant will work closely with other SCMU colleagues, Information Technology Solutions Office, other HQ Business Units, the Regional Offices and the Country Offices and with a number of external partners.

How you can make a difference:

UNFPA is the lead UN agency for delivering a world where every pregnancy is wanted, every childbirth is safe and every young person’s potential is fulfilled. UNFPA’s strategic plan (2022-2025), reaffirms the relevance of the current strategic direction of UNFPA and focuses on three transformative results: to end preventable maternal deaths; end unmet need for family planning; and end gender-based violence and harmful practices. These results capture our strategic commitments on accelerating progress towards realizing the ICPD and SDGs in the Decade of Action leading up to 2030. Our strategic plan calls upon UN Member States, organizations and individuals to “build forward better”, while addressing the negative impacts of the Covid-19 pandemic on women’s and girls’ access to sexual and reproductive health and reproductive rights, recover lost gains and realize our goals.

In a world where fundamental human rights are at risk, we need principled and ethical staff, who embody these international norms and standards, and who will defend them courageously and with full conviction.

UNFPA is seeking candidates that transform, inspire and deliver high impact and sustained results; we need staff who are transparent, exceptional in how they manage the resources entrusted to them and who commit to deliver excellence in programme results.

UNFPA occupies a unique position in the sexual and reproductive health commodity ecosystem as a critical player in supply chain management, a leading public procurer of sexual and reproductive health commodities, a trusted partner to national governments, and one of the few organizations with the scale and partnerships necessary to build accountability for last mile delivery.

The UNFPA Supply Chain Management Unit (SCMU) is self-funded and was made operational in January 2022. It is tasked with ensuring that UNFPA is able to effectively and efficiently support the delivery of life-saving reproductive health products and other programme supplies to the end user when and where they are needed. To achieve this, it is important to strengthen the capacity of governments and implementing partners to ensure coordination, end-to-end visibility and accountability on all supply chain and logistics management related activities, in particular for programme supplies, across all UNFPA programmes.

Job Purpose:

The ICT Assistant will provide foundational support and ensuring smooth day-to-day effective functioning of all Information and Communications Technology services activities for SCMU.

You would be responsible for:

You will be responsible for supporting the ICT & Business Analytics Team Lead to achieve the following:

A. ICT tasks

• Installs application systems software and hardware according to specifications, configures and assists in testing and commissioning collaboration and telecommunication equipment (such as IP telephones, collaboration and teleconference systems and endpoints).
• Monitors, maintains and performs the daily operations of telecommunication systems, Print/Scan services and equipment.
• Conducts on-going analysis and troubleshooting of equipment malfunctions, ensures proper operations and maintains equipment inventory to meet operational needs of the office. Gathers performance indicator data and reports on service levels on UNFPA Global Service Desk.
• Acts as focal point for receipt and processing of user requests.
• Provides technical support on relevant hardware and software systems applications in assigned area.
• Provides support in the maintenance of customized application software systems; works with senior IT staff on the definition and specification of requirements; builds, tests and modifies prototype application software based on detailed instructions; installs and maintains software systems.
• Provides support on software and hardware integration matters, including security, data integrity and recovery; assists with needs assessment for new systems (including modifications to existing systems);
• Performs ongoing reviews with users and developers and responds to requirements; requests, implements, provides operational support and maintains various applications.
• Maintains regular contact with users and technical staff in user offices and provides support as required.
• Support end-user hardware from procurement, deployment, maintenance, asset management through to disposal.
• Manage SCMU ICT service catalogue and resolve level 1 support call from UNFPA Copenhagen staff or delegate and follow up with level 2 and 3 support line adhering to SLAs, policies, guides and procedures
• Maintain and Support the SCMU Service Catalogues keeping the agent information up to date User guides related to service catalogue categories are maintained up to date
• Collaborate with other technical support, namely; UNFPA global service desk system to raise and follow through service desk calls with IT headquarters in New York and with UN City and UN Common Services service desk systems and staff.
• Assist support to all internal business applications, which includes CRM, Supply Chain applications and other in-house developed applications
• Assist the existing IT team on backing on all business application support
• Work closely with other team members and the consultants to ensure that appropriate procedures are set up to identify user requirements and subsequently coordinate the necessary data gathering from internal users.
• Liaise and coordinate with corresponding responsible branches in UNFPA, particularly with the Information Technology Solutions Office (ITSO) in reference to technical problems and enhancements to provide informative and accurate content.
• Work in collaboration with the external consultants, other IT team members and other headquarters IT staff, assist in identifying where existing processes will need revision or new applications will be required to ensure the effective functioning of the business applications
• Support and implement activities related to UNFPA’s Governance, Risk, Compliance and Reporting function.

B. Capacity Strengthening

• Developing and implementing UNFPA’s capacity-strengthening initiatives.
• Advocate for the training of supply chain professionals
• Coach and mentor UNFPA personnel to strengthen their capacity to provide informed technical guidance in the supply chain management function.

C. Thought Leadership, Knowledge Sharing and Advisory

• Champion UNFPA’s supply chain thought leadership through actively engaging with industry experts, participating in relevant forums, contributing to research and publications, and representing UNFPA’s expertise in various supply chain management discussions and initiatives.
• Foster an environment for knowledge retention and sharing and the creation of a community of practice for supply chain.
• Provide counsel and support on the full range of supply chain management issues, incorporating best practices and continuous improvement across UNFPA.

D. Partnerships and Resource Mobilization

• Prominently contribute to the development of UNFPA’s value proposition and relationships with donors and partners.
• Support SCMU’s collaboration with the Division for External Relations to diversify funding opportunities.
• Support SCMU’s oversight of resource mobilisation proposals for quality assurance purposes

E. Collaboration and Representation

• Establish effective collaboration with relevant stakeholders within UNFPA to ensure coordinated and effective tailored solutions for each area of intervention.
• Lead the fostering of relationships with key supply chain partners with the purpose of increasing the efficiency of UNFPA’s supply chain function.
• Represent SCMU and UNFPA in meetings related to ICT, Business Analytics and supply chain management functions.

F. Carry out any other duties as may be required by the Chief, SCMU.

Qualifications and Experience:

Education:

• Completion of secondary education is required.
• A University degree at Bachelor Level in Computer Science, Information Systems, Telecommunications, or Engineering is an asset.
• A professional certification such as Information Technology Infrastructure Library (ITIL) Foundation, formal training or certification in Voice and Collaboration technologies and/or Information Security (CompTIA Security+ or equivalent) certification would be an additional asset.

Knowledge and Experience:

• A minimum of five (5) years of relevant, progressively responsible experience in ICT technical support in an international customer-focussed organisation, where demonstrated experience in the below key areas, with the understanding that these experiences may overlap is required. The minimum years of relevant experience is reduced to 2 years for candidates who possess a relevant first-level or advanced university degree:
  • At least two (2) years of hands-on experience in PC software, hardware support and network technical support experience.
  • At least two (2) years of hands-on experience with Microsoft Infrastructure: Windows Server 2012, Active Directory, File Server, Print server.
  • At least two (2) years of hands-on experience in cloud enabling technologies, particularly related to Google.
• Strong interpersonal skills and capability to develop and maintain broad diversified partnerships is required.
• Professional written and spoken presentation skills, including for the development of reports, presentations, and the ability to synthesize complex supply chain documents for both technical and non-technical audiences is required.
• Experience using Enterprise Resource Planning (ERP) is required.
• Experience working in a matrix organizational structure is an asset.
• Hands-on experience with voice and video communication systems is an asset.

Languages:

Fluency in English is required. Working knowledge of another official UN language is an asset.

Required Competencies:

Values:

• Exemplifying integrity
• Demonstrating commitment to UNFPA and the UN system
• Embracing cultural diversity
• Embracing change

Core Competencies:

• Achieving results
• Being accountable
• Developing and applying professional expertise/business acumen
• Thinking analytically and strategically
• Working in teams/managing ourselves and our relationships
• Communicating for impact

Functional Competencies:

• Support UNFPA’s value proposition and relationships with donors and partners.
• Ability to assist with the SCMU ICT service catalogue and resolve level 1 support calls
• Assist with supporting to all internal business applications, which includes CRM, Supply Chain applications and other in-house developed applications
• Support to all internal business applications, which includes CRM, Supply Chain applications and other in-house developed applications

Compensation and Benefits:

This position offers an attractive remuneration package including a competitive net salary plus health insurance and other benefits as applicable.

UNFPA Work Environment:

UNFPA provides a work environment that reflects the values of gender equality, diversity, integrity and healthy work-life balance. We are committed to ensuring gender parity in the organization and therefore encourage women to apply. Individuals from the LGBTQIA+ community, minority ethnic groups, indigenous populations, persons with disabilities, and other underrepresented groups are highly encouraged to apply. UNFPA promotes equal opportunities in terms of appointment, training, compensation and selection for all regardless of personal characteristics and dimensions of diversity. Diversity, Equity and Inclusion is at the heart of UNFPA’s workforce – click here to learn more.

Disclaimer:

Selection and appointment may be subject to background and reference checks, medical clearance, visa issuance and other administrative requirements.

UNFPA does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process and does not concern itself with information on applicants’ bank accounts.

Applicants for positions in the international Professional and higher categories, who hold permanent resident status in a country other than their country of nationality, may be required to renounce such status upon their appointment.