ICT Support Associate

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Description

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Position Purpose:

• Under the guidance and direct supervision of the Operations Manager the ICT Associate provides leadership in execution of ICT services in the CO, implements ICT management systems and strategies, and provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for reviewing and advising on the use of new technologies that will enhance CO productivity. The ICT Associate promotes a client-oriented approach.
• The ICT Associate supervises ICT support staff and works in close collaboration with Programme, Operations, and project teams in the CO, UNDP HQ staff, Regional Information Officer (RIO), and the Regional Bureau Information Manager (RBIM) to resolve complex ICT- related issues.
• UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

Duties and Responsibilities:

Ensure implementation of ICT strategies and introduction/ implementation of new technologies:

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Provide input to elaboration of internal policies and procedures on ICT use. Elaborate the content of internal Standard Operating Procedures in ICT in consultation with office management.
• Conduct market research and analysis and introduce new technology for Country Office system updating and improvement.
• Provide advice on and assistance in procurement of new ICT equipment for the CO and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids.
• Develop and update the ICT annual plan. Ensure maintenance of measures in place for business continuity and disaster recovery processes and procedures.
• Provide support to the use of ERP functionality for improved business results and improved client services.

Ensure effective functioning of the CO hardware and software packages:

• Provide advice on maintenance of equipment and acquisition of hardware supplies.
• Supervise the implementation of corporate UNDP systems.
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

Provide automation and digitalization support for both CO Operations and Programmes:

• Provide support in the development of the new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required.
• Support development of new automation tools using UNDP corporately developed platforms.
• Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle.
• Support provision of in-house development of tools for programme and operations as needed.
• Identify opportunities and ways of converting business processes into web- based systems to address the issues of efficiency (e.g., office management system, donor profile software, knowledge management systems).
• Update & maintain current web based systems as required.
• Provide support on creating, modifying and updating SharePoint based platforms, tools.  

Ensure efficient network administration:

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment considering business continuity.
• Operate network utility procedures; define network users and security attributes; establish directories, menus, and drive-mappings; configure network printers; and provide user access. Ensure UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of attacks.
• Implement cloud-based backup and restoration procedures for local drives.
• Ensure timely upgrade of LAN Infrastructure and Internet connectivity to meet UNDP requirements.
• Maintain satellite connectivity and upgrade systems when needed.
• Respond to user needs and questions regarding network access.
• Maintain up-to-date parameters of information for the network clients and electronic mail.
• Trouble-shoot and monitor network problems.
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.

Ensure facilitation of knowledge building and knowledge sharing in the CO:

• Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.
• Organize training for the Operations and project staff on ICT issues.
• Synthesize lessons learned and best practices in ICT.
• Provide sound contributions to knowledge networks and communities of practice.

Required Skills and Experience

Education:

• Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MCSE or MCP are an asset.  
• A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.

Experience:

• Minimum of 7 years (with high school diploma) or 4 years (with bachelor’s degree) of relevant working experience in network administration and operations, providing technical support for hardware/software or cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is required.
• IT Certifications such as Cisco CCNA, CCNP Microsoft MSCA, MCSE or MCP are asset.
• Previous experience with the UN or its agencies is asset.

Previous experience with following is an asset:

• Microsoft Azure & Windows Servers
• SharePoint services
• Cisco routers and firewalls
• Apple OS, Android OS and other mobile phone platforms
• Web technologies such as HTML, PHP, JavaScript.
• Microsoft Office applications (Excel, Word, PowerPoint, etc)
• Open source applications
• VoIP applications
• Other related commercial software

Language:

• Fluency in English and Russian or Belarusian is required.

Source: https://estm.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/job/22087

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