Senior Information and Communications Technology (ICT) Associate

Senior Information and Communications Technology (ICT) Associates perform specialized activities pertaining to UNICEF’s ICT systems including cloud operations, ICT administration, server operations, hardware, and software. Specialized activities may include technical support in the testing and implementation of new application system releases, modules and functionalities and systems administration tasks. This is skilled work, which may include the provision of procedural leadership to more junior staff or serve as a focal point for a systems project.

Senior ICT Associates perform highly skilled ICT activities. They demonstrate initiative in the identification and resolution of issues/problems and provide substantive technical assistance to senior ICT staff in addressing systemic problems. The impact thus affects not only the design and functionality of fundamental ICT systems, but also the operational effectiveness of staff throughout UNICEF. Indirectly, their work impacts on delivery of office-wide programmes. The Senior Associates are accountable for resolving problems escalated by ICT Assistants.

Key functions, accountabilities, and related duties/tasks:

Summary of key functions/accountabilities;

ICT Office Customer Service Support:

• The Senior ICT Associate is fundamentally involved in enlisting the support and cooperation of client staff from across the office in the installation, rollout and maintenance/troubleshooting of ICT digital tools, applications, equipment, and end user devices.
• S/He liaises and interacts with colleagues, users, and user groups in establishing end user needs, identifying and proposing potential solutions to the entity, and providing support for the rollout of the identified solutions.
• The Senior ICT Associate may coordinate with external service providers, such as telephony providers, and consultants, ensuring delivery of agreed services and prompt resolution of service issues.
• The Senior ICT Associate support the coordination of enterprise cloud applications that provide core ICT services and ensures customer satisfaction using service desk metrics.
• Service Level Management functions and subject matter experts to ensure the smooth operations of cloud enterprise applications. Ensure timely resolution of issues arising from related to systems under her/his scope are addressed effectively and/or escalated timely.
• Effectively liaise with peers, internal partners and external vendors on products and support. This includes product upgrades, technical support, maintenance of existing systems and other related operational matters.
• Jointly with supervisor, periodically review processes and operational guidelines and collaborate in their enhancement. Take ownership of events, tasks, provide feedback on assigned tasks, and implement actions to complete activities timely.

ICT Administration:

Senior ICT Associates perform specialized IT application administration activities to ensure functionality and facilitate  end users. Accountabilities/key results include:

• users access management at NCO level as per admin rights.
• Implementing system vulnerabilities and relevant security patches; prioritizing, evaluating, testing and applying third party patches as per corporate guidelines.
• Providing second-level support to users on systems applications including assistance on technical issues, setting up user access security profiles, and other related user issues.
• Support the implementation and Drafting technical documentation and manuals where necessary.
• Identity user capacity gaps through help desk metrics and coordinating and advising on training needs with the relevant teams.
• Assisting in the management of specialized ICT projects, particularly in the area of development and implementation of new systems and applications.
• Preparing periodic and ad hoc reports.
• Network and internet monitoring and performance management to meet end user needs.

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 at university level in Computer Science, Information Systems, Telecommunications, Engineering.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Work Experience:  A minimum of seven 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:

• Advanced knowledge of Cloud computing technologies – Microsoft O365, Intune, Meraki.
• Understands current system development processes, methodologies.
• In-depth knowledge of computer information systems,), hardware and applications software and other network peripheral devices.
• Ability to develop user guidance material and provide training during rollout phases of ICT projects.
• Ability to categorize incidents issues and problems and implement remedial actions by resolution or prompt escalation.
• 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 is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Source: https://jobs.unicef.org/en-us/job/573056/senior-information-and-communications-technology-ict-associate-g7-abuja-nigeria-20098-fixed-term