Common Services and ICT Analyst (Open to Zimbabwe Nationals Only)

Background

Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

 

Background and Organizational Context 

The establishment of the Common Services for United Nations organizations is an important component of the UN’s Reform Programme. The objective is to build closer ties among United Nations staff and promote a more unified presence at the country level, where possible and where it economically makes good business sense.

In this context the UN Common Premises in Zimbabwe was established, and it comprises, at present, the following UN specialized agencies and entities: RCO, UNDP, UNFPA, UN Women, ILO, WFP, UNAIDS, UN-HABITAT, and World Bank.

Under the guidance and direct supervision of the Deputy Resident Representative/Operations, the Common Services and ICT Analyst will ensure the effective and satisfactory provision and maintenance of common premises including any outsourced service providers and administrative services to the UN Common premises and the accurate billing and charging of shared costs across UN Agencies.

The Common Services and ICT analyst will work in close collaboration with the Operations Management Team (OMT) (including as necessary, with the Operations/Administrative personnel of the UN common services agencies), by ensuring that quality service is provided and sustained to i) maintain a high standard of shared common utility services and ii) provide a comfortable and safe working environment to ensure that quality service is provided to maintain a high standard of services and to provide a comfortable and safe working environment.

The Common Services and ICT analyst will undertake his/her tasks in consistency with the UNDP corporate rules, regulations and policies. S/he will work in close cooperation with UNDP operation units and report directly to UNDP Deputy Resident Representative/Operations.

With excellent communications skills, the Common Services and ICT Analyst must be self-motivated, with the capacity to take initiatives. S/he should display a client-, quality- and results-oriented approach whilst promoting the values of the United Nations.

 

Position Purpose 

Under the guidance and direct supervision of the UNDP Deputy Resident Representative for Operations, the Common Services and ICT Analyst will support UNDP on all aspects of Common Services management and operations to ensure the smooth functioning of the UN common services and the consistent delivery of services related with common premises. The incumbent will be in charge of management of all common services, including budgeting, financial management, and reporting on clinic, security and common premises as well as day to day management of common services to ensure efficient, responsive services to all resident agencies.

Key Duties and Accountabilities

1.) Ensures planning and provision of Common Services focusing on achievement of the following results:

• Under supervision of the DRR-Operations of UNDP and the Chair of Operations Management Team, in coordination with the agencies occupying UN common premises, prepare annual Common Services work plan and a draft annual Common Premises budget for its implementation and submit for review of OMT and approval by UNCT;
• Ensure implementation of annual common service workplans in compliance with the budget and the plans cleared by the OMT and UN Country Team;
• Coordinate with the external service providers to ensure efficiently and quality delivery of the outsourced common services, including but not limited to services as detailed in Annex C of the MOU concerning the Occupancy and Use of the UN House;
• Establishing collaborative arrangements with the agencies, manage any repairs, remodelling and renovation work to be done with respect to the Common Premises, offices, including any offices not allocated to an agency, if such work affects the building;
• Plan and implement maintenance schedules for all utility services on the premises, including water, electricity (commercial and standby), telephones, PABX systems, air conditioners, buildings and garden;
• Prepare proposals for renovation and reconstruction of buildings, sub-contracts for services, including design, budget and oversee reconstruction, renovation and repair work for premises;
• Assign work to contractual staff, ensure quality of service, provide coaching and guidance when necessary by daily monitoring the work of cost-shared Common Services personnel, which includes Cleaners, Gardener, grounds maintenance, security etc.;
• Liaise closely with UNDSS to ensure consistency in the management of security related services and UN Common Premises regarding infrastructure needed for compliance with the requirements and for the security staff to properly perform their functions;
• Calculate office space requirements and relevant costing for agencies requesting expansion or reduction of space; assess the available capacities in terms of office space for new tenants and providing these with pro forma space costs; review of economic and available facilities and services for the UN agencies, providing recommendations on these to the relevant committee; optimize the use of existing in-house resources and apply cost optimization strategies whenever possible;
• Ensures knowledge management and sharing and support to capacity building activities focusing on achievement of the following results;
• Promotes different systems and applications for optimal content management, knowledge sharing, information provision and learning including e-registry, web-based office management systems;
• Implements corporate operational strategies introducing best practices, lessons learnt and knowledge management initiative.

2.) Ensures effective support to Financial Management of Common Services, focusing on achievement of the following results:

• Based on the approved work plan and budget, initiate payments from the common services account and follow up agency contributions to the common premises account;
• Monitor and prepare regular progress reports of expenditures of common services for OMT review and work closely with the Finance Unit;
• Work closely with UNDP’s procurement unit for matters related to procurement and contracting third parties;
• Prepare Requests for Purchase Orders and Contracts for common-premises related services;
• Proper management of the contributions management business process budgeting and accounting for contributions to ensure that the money due to Common Services is properly identified, consistently and uniformly classified, recorded on a timely basis, and received with sufficient supporting documentation;
• Prepare and submit to each agency with an itemized accounting of the Annual Common Services Costs and other expenses for the preceding year actually incurred and paid, together with amounts collected.

3.) Ensures Client Satisfaction focusing on achievement of the following results:

• Strong relations with external parties such as Government agencies, public service providers, and UN funding partners;
• Commitment to a client-oriented approach in all areas of management;
• Ensure that all services are provided at agreed service levels;
• Assure all clients’ needs are satisfied, which include in-house UN entities and their staff;
• Contribute to improving client services on a continuous basis by establishing collaborative arrangements with partners, and appropriate operational partnership arrangements;
• Regular and appropriate reporting to internal UN and external clients and timely feedback on service requests;
• Develop transparent systems for assessing and communicating on ‘client’ satisfaction.

4.) Provides significant support to Business Operations Strategy (BOS) 2.0 and Common Back Office (CBO) implementation focusing on achievement of the following results:

• Preparation of cost analysis and data collection for CBO;
• Participation in design of CBO;
• Implementation of BOS initiatives and contribute to its annual reporting;
• Coordinate with Operations team in collaboration with RCO.

5.) Ensure efficient networks administration, focusing on achievement of the following results:

• Operationalization of the data network to ensure smooth running of all servers, workstations, network resources and other LAN and WAN hardware and software with minimum downtime;
• Ensure the business continuity and the disaster recovery,and assume the role of focal point;
• Undertake the server, network resources and other network hardware & software installations and/or upgrades, configuration, as per change management policy and procedures;
• Monitor the computing resources to provide a stable and responsive environment;
• Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access;
• Monitor backup and restoration procedures for both server and local drives;
• Timely upgrade of ICT infrastructure and Internet connectivity to meet UN Agency’s corporate requirements;
• Provision of technical advice on network administration to other agencies as required;
• Provision of oversight role for the preparation of agency telecommunication bills for cost-recovery purposes;
• Troubleshoot and resolution of all network problems with supplementary support from OIST helpdesk. Record and provide monthly statistics on all support requests, resolutions, escalations etc., using a problem tracking and resolution tool; 
• Manage ICT external service provider contracts affecting all CS agencies;
• Liaise with local service providers, VSAT service provider helpdesk and/or OIST helpdesk for supplementary support;
• Carry out regular house-keeping and timely user provisioning and de-provisioning on the CUCM and Active Directory as required;
• Provision of web management services by ensuring creation and technical maintenance of the Arundel Park Common Services Agencies website (s) and Intranet as required;
• Provision of technical advice on web management to other agencies as required.

 

Expected Demonstration of Competencies

Core Competencies

Achieve Results:  LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work

Think Innovatively:  LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking

Learn Continuously:  LEVEL 2: Go outside comfort zone, learn from others and support their learning

Adapt with Agility:  LEVEL 2: Adapt processes/approaches to new situations, involve others in change process 

Act with Determination: LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously

Engage and Partner:  LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships

Enable Diversity and Inclusion  LEVEL 2: Facilitate conversations to bridge differences, considers in decision making  

 

Cross-Functional & Technical competencies 

System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system

Portfolio Management: Ability to select, prioritize and control the organization’s programmes and projects, in line with its strategic objectives and capacity; ability to balance the implementation of change initiatives and the maintenance of business-as-usual, while optimizing return on investment

Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns.

Communication: Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate channels

Operations Management: Ability to effectively plan, organize, and oversee the Organization’s business processes in order to convert its assets into the best results in the most efficient manner. . Knowledge of relevant concepts and mechanisms.

ICT management: Knowledge of ICT policy & procedures on BCP and DRP. Ability to prepare reports on BCP annual testing

Lease management: Ability to perform business case analysis to enter into an agreement with owners, governments, and sister. UN agencies, collect leasehold data for each location.  and maintain the global premises database.

 

Required Skills and Experience

Education: 

• Advanced university degree (master’s degree or equivalent) in Business Administration, Public Administration, Economics, Finance, with knowledge of ICT would be an asset or related field is required.

OR

• A first-level university degree (bachelor’s degree) in a relevant field in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.

Experience, Knowledge, and Skills:

• Minimum of 2 years (with master’s degree) or 4 years (with bachelor’s degree) of relevant experience in Operations (Finance, Administration and ICT) is required;
• Proven organizational, financial, and budgetary skills/experience as well as familiarity with financial and technical rules, regulations, and procedures relevant to budgets management and implementation is desired;
• At least 2 years of management experience in administration, planning, budgeting, arrangement, and coordination of operational and logistics services is desirable;
• Experience in common premises management would be desirable;
• Prior experience with UNDP/UN system would be an advantage;
• Experience in supervising and managing teams is required;
• Work experience with UN agencies is an asset;
• Experience in the usage of computers and office software packages (MS Word, Excel, etc) is required;
• Advanced knowledge of spreadsheet and database packages, experience in handling of web-based management systems;
• Knowledge in ICT networking and electrical power systems is desirable;
• Excellent and demonstrated communication, consultation, negotiation and writing skills/experience is desired.

 

Languages: 

• Full proficiency in English, including excellent writing skills.
• Fluency in Shona or Ndebele required.

 

Disclaimer

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience, and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.  

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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