ICT Associate (Technical), GS-6, Business Innovation & Support Section, Customer Care, Global Shared Services Centre, Budapest, Hungary (post #130223)

The ICT Associate supports users to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure and services. This role specifically provides IT support to users on requests related to all IT applications and services, facilitates communication between users, Subject Matter Experts (SMEs) and IT Management, escalates incidents from users; maintains relevant documentation on known issues, processes and procedures related to the Technical Team.

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a calling.

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

UNICEF’s Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology. For more information about GSSC please visit our webpage at Global Shared Services Centre (GSSC)  and check this YouTube.

The GSSC focuses on taking business process improvement and innovation to a new level, by developing new business solutions via process redesign and optimization, system integration, workflow digitization and the adoption of frontier technologies including robotic process automation, artificial intelligence, and advanced data analytics.

How can you make a difference?

The ICT Associate will be part of the Technical Support Unit within the Customer Care team at the GSSC, Business Innovation Section. This role is designed to strengthen the technical capacity of UNICEF’s global Technical Support Services and enhance the overall efficiency of the team.

The ICT Associate supports users to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure and services. This role specifically provides IT support to users on requests related to all IT applications and services, facilitates communication between users, Subject Matter Experts (SMEs) and IT Management, escalates incidents from users; maintains relevant documentation on known issues, processes and procedures related to the Technical Team.

Summary of key functions/accountabilities:

• Provide Timely and Effective User Support: Deliver ongoing user support by assisting in the programming and implementation of new systems and performing first and second-line support functions. Provide guidance to Tier 1 colleagues on handled cases. Collaborate with Computer Focal Points and Field Office ICT staff to resolve complex incidents and issues.
• Knowledge management within Customer Care: Identify process or knowledge gaps and propose improvements. Conduct trainings to newcomers and Tier 1 level colleagues. Prepare knowledge materials for the Technical Team.
• Assignments of additional duties and responsibilities are effectively performed: Contribute to projects and additional ad-hoc activities as requested by Supervisor.

If you would like to know some generic information of this position, please review the Generic Job Description here.

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

Education:

• Completion of Secondary education is required, supplemented by university-level courses in system engineering or programming or automation or equivalent specialized training is an asset. A university (Bachelor’s) degree in a relevant field is an asset.
• ITIL Foundation Certificate or equivalent customer support certification is an asset. 

Experience:

• A minimum of six years of practical work experience in the relevant field, requiring systematic methods of troubleshooting and problem solving is required. A completed BA degree from an accredited institution qualifies as 3 years’ experience and will be counted towards work experience requirements.
• Experience in assisting users on IT/ Business products and services and use of applications is required.
• Good knowledge of MS Office applications (Word, Excel, Power Point, MS Visio).
• Knowledge of UNICEF’s ERP system (SAP/Vision) and Ticketing system (ServiceNow) is desirable.
• Work experience at a Shared Services Center is an asset.
• Knowledge of UN/UNICEF’S rules, regulations and procedures is considered an asset.

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.    

Applicants must be nationals of Hungary or other EU/Schengen country OR in the possession of a valid long-term Hungarian residency and work permit. Temporary and/or sponsored visas are not accepted. UNICEF GSSC does not facilitate MFA accreditation for locally recruited staff, applicants must be holders of acceptable permits already at the time of application. Please attach a copy of your work permit (if applicable). UNICEF shall not accept responsibility or liability to act as a sponsor or to otherwise facilitate the issuance, maintenance, renewal, extension, or conversion of the candidate’s residency and/or work permit for employment purposes.

Requirement for internal applicants 

Internal applicants from the GSSC must have their Learning Paths completed already at the time of application otherwise they cannot be considered. Additionally, they must attach a copy of the completed path at their current grade to their applications.

Please visit the Learning and Development portal for more information.

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), Drive to achieve impactful results (1), Manages ambiguity and complexity (1).

Familiarize yourself with our competency framework and its different levels: competency framework here.

As an advocate for every child, you will receive

• UNICEF offers an attractive remuneration package including a tax-free annual net base salary starting HUF 718,800 per month. Please check SalCalcLocal (undp.org) for simulation.
• Holidays and leave, including 30 days of annual leaves per year
• Parental leave
• Dependency allowance
• United Nations sponsored medical insurance plan
• Pension plan
• Optional life insurance plan
• Access to professional development and learning programs, online learning and learning path
• Access to staff well-being support
• Access to career development support

Please visit Compensation and Benefit site on UNICEF Career page

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 measures to include a more diverse workforce, such as paid parental leave, time off for breastfeeding purposes, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

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. All selected candidates will, therefore, 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.

General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements.

UNICEF appointments are subject to medical clearance. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). 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 visa or 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.

Additional information about working for UNICEF can be found here.