SVN – 2024/012 SV Senior Information and Communication Technology Associate

POST DESCRIPTION

SECTION 1

Position Information

Position Title: SVN2024/012 Senior Information and Communication Technology Associate

Position Grade: G7

Duty Station: TBD

Position Number: 00000000

Job Family: Information and Communication Technology

Organizational Unit: Resource Management Unit

Is this a Regional, HQ, MAC, PAC, Liaison Office, or a Country Office based position? Country Office

Position rated on: 28 February 2024

Reports directly to: Information and Communication Technology Officer

Number of Direct Reports: TBD

Organizational Context and Scope

Background Information

This position is responsible to provide and coordinate the provision of ICT solutions and services in the country office including end user support. The role is essential for maintaining efficiency and effectiveness of missions IT networks and systems, contributing to the overall organizational productivity in alignment with IOM ICT Strategy, policies, and standards

Supervision

Under the direct supervision of the National Information and Communication Officer, and overall supervision of the Information and Communication Technology Officer, and in close coordination with the Regional IMT Officer and relevant central ICT units.

Responsibilities and Accountabilities

• Supervise information and communication technology (ICT) Assistant/s, provide guidance, and oversee their day-to-day work.
• Promptly respond to user support requests, providing Tier 1 and Tier 2 technical support, including diagnosis, route cause analysis, and solution to issues and problems.
• Install, configure, implement and administer network connectivity, systems, applications and on-premises/cloud services to ensure availability and consistent service.
• Undertake and coordinate daily monitoring and maintenance of systems and networks, analyse performance, identify and resolve issues and recommend solutions to management to ensure continuous operations of essential services.
• Contribute to the implementation and testing of business and disaster recovery plans for mission technology services.
• Respond promptly to information security incidents, mitigate and mainatain IT risks register and escalate complex issues to the relevant specialist teams/units for resolution.
• Coordinate with the Regional Office and Central ICT information Security Unit to support the roll out of cyber security efforts.
• Manage regular updates of operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
• Participate actively in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
• Produce and maintain comprehensive documentation and reference materials such as network diagrams, user manuals, IT asset inventory and standard operating procedures for planned and delivered technology services.
• Assist in translating business challenges into practical ICT Solutions to ensure the efficient functioning of CO operations.
• Plan, develop, and deliver training activities to mission ICT assistants and end users to facilitate productive use of existing and new systems.
• Liaise with service providers for coordinating and monitoring the provision of adequate technology services and supplies.
• Perform other related duties as required by supervisor.

Required Qualifications and Experience

EDUCATION

• University degree / (High school or diploma) in computer science or a combination of relevant education.
• Certification in any of the following (CCNA, ITIL V4, Prince2, MS 900, MS AZ-104, 303, 304, 305) is an advantage.

EXPERIENCE

• Five years for university degree’s holder, or seven years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-2 level network/desktop support, including a minimum 1-year professional experience in cloud computing.
• Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.

SKILLS

• Demonstrated analytical skills and ability to troubleshoot and resolve handware and software problems methodically.
• Extensive knowledge of O365 applications.
• Extensive knowledge of windows administration at multi-site environment.
• Extensive knowledge of TCP/IP and telecoms/network protocols, cisco devices, VPN, MS telephony, active directory, backup and replication, ticketing systems, antivirus software, and ICT utilities.
• Knowledge of MS Azure environment and cloud computing.
• Ability to write clear technical document and reports.
• Ability to deliver technical and end user training.

Languages

REQUIRED

• For all applicants, internal and external, fluency in Englsih is required (oral and written). DESIRABLE

Competencies

The incumbent is expected to demonstrate the following values and competencies:

VALUES – All IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

CORE COMPETENCIES – Behavioural indicators – Level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way. —- If direct reports (10th row above) for PAS is greater than zero, then the managerial competencies below are inserted. —-

MANAGERIAL COMPETENCIES – Behavioural indicators – Level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Competencies and respective levels should be drawn from the Competency Framework of the Organization.