Information Management Associate

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. 

The Executive Office (ExO) comprises the Office of the Administrator and Associate Administrator. It is the coordinating platform through which the Administrator and Associate Administrator provide leadership and strategic guidance to the organization, guide the elaboration of its strategic and programmatic priorities, and ensure that UNDP’s overall management and internal coordination are conducted in full compliance with its mandate, accountability and reporting requirements. The Executive Office assists the Administrator and the Associate Administrator to deliver their critical leadership roles. 

Duties and Responsibilities

In this context and under the overall guidance of the Operations Specialist, the Information Management Associate (IMA) will provide daily technical support for desktop and laptop hardware and software, network infrastructure and corporate productivity tools such as email and calendar for Executive Office and its subunits. The incumbent is required to follow UNDP standards for desktop, networks, security and to update UNDP’s personal computing technology facilities including desktop, laptop, and Operating systems. The incumbent is responsible for supporting and handling troubleshooting and day to day servicing of ExO’s ICT needs.

The IMA will endeavor to identify market trends and ICT business solutions to enhance the effectiveness and productivity of the ExO team, s/he will support the improvement of business processes and tools through the utilization of data analysis and visualization technologies.

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.

1) Ensure the implementation of ICT management strategies and systems

• Provision of inputs in implementation of ICT annual plan and Standard Operating Procedures in ICT services. 
• Assistance to the Operations Specialist in the compliance with corporate information management practices, guidelines and technology standards that enhance the bureau’s effectiveness and ensuring that the users computing needs are met. 
• Support the improvement of business processes and tools through the utilization of data analysis and visualization technologies.
• Full compliance with corporate information management and technology standards, guidelines and procedures for the functioning technology environment.
• Analysis of the requirement and elaboration of internal policies and procedures on the use of ICT. 
• Participation in the office business process re-engineering activities and ensure that ExO business needs drive IT solutions related to corporate resource management.
• Conduct of market research and analysis, and introduction of new technology for systems updating and improvement.
• Provision of support to the use of Quantum/UNALL functionality for improved business results and improved client services.

2) Ensure effective functioning of the hardware and software packages

• Performance of specific technical functions, including maintenance of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Specialized technical assistance in the installation, upgrade and configuration of desktop and notebook computer systems in accordance with current UNDP standards and policies, including operating system and standard desktop applications such as Microsoft Office suite applications, anti-virus programs on a timely basis.
• Assistance in the hardware relocation, monitoring the functioning of equipment for preventative maintenance and maintenance of supply material for computer and peripheral equipment. 
• Routine troubleshooting of standard UNDP software and hardware problems.
• Provision of in-person and multi-media client support for all network, personal and network printers and desktop-related computer hardware and software matters and technical support to ExO staff in different locations as needed.

3) Provide support to networks administration

• Response to user needs and questions regarding network access.
• Provision of user and application support, troubleshooting and monitoring of network connectivity. 
• Ensuring the protection of UNDP desktop and network resources from malicious virus attacks and running of countermeasures in the event of the attacks.
• Assistance with monitoring designated unit’s network connection and file server(s) to provide a stable and responsive environment, provide troubleshooting and technical support, as required. 
• Support the Operations Specialist to ensure compliance with corporate network management and technology standards, guidelines and procedures as required.

4) Provides administrative support

• Provision of advice on, and assistance to, maintaining documentation of in-house and corporate systems. Keep log of reported problems. 
• Provision of IT support during events organized by Bureau: workshops, conferences, webcasts and other events.
• Provision of advice on and assistance in procurement of new ICT equipment for the ExO team and projects, provision of technical specifications and information on best options in both local and international markets.
• Provision of mobile device support for all ExO users.
• Backstop Operations/Administrative Associate on Quantum/UNALL user roles in procurement, HR and supplier maintenance profiles.
• Assistance and research in procurement of new ICT equipment for ExO presenting technical specifications and information on best options for both local and international markets.
• Maintenance of an up-to-date inventory of the software and hardware, stock of supplies and spare parts.
• Maintenance of a library of ICT- related reference materials. 
• Provision of ICT support to key events, specifically the Executive Board Sessions, town halls and ExO events involving the Administrator and Associate Administrator.

5) Technical Support to Communication

• Installation, configuration, and maintenance of the Audio/Video end user equipment 
• Provide technical support on cloud-based communication and collaboration solution, train users and prepare documentation. 
• Advise and assist to host audio Visual collaboration operational support to ExO users and clients at HQ and country offices. 
• Evaluate and test new emerging technology for real time communication needs of corporate implementation.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organisation.

Supervisory/Managerial Responsibilities: None

Competencies

Core Competencies – UNDP Core Competencies can be found here.

• Achieve Results – LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline 
• Think Innovatively – LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 
• Learn Continuously – LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
• Adapt with Agility – LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible 
• Act with Determination – LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident 
• Engage and Partner – LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships 
• Enable Diversity and Inclusion – LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination 

Cross-Functional & Technical competencies 

Business Direction & Strategy – Business Acumen:

• Ability to understand and deal with a business situation in a manner that is likely to lead to a good outcome. 
• Ability to make good judgements and quick decisions within such frameworks. Knowledge and understanding of the operational frameworks in the organization. 

Business Management – Portfolio Management:

• Ability to select, prioritise and control the organization’s programmes and projects in line with its strategic objectives and capacity Ability to balance the implementation of change initiatives with regular activities for optimal return on investment. Knowledge and understanding of key principles of project, programme, and portfolio management

Business Management – 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. 

Business Development – Knowledge Generation:

• Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.

Digital – Co-Creation:

• Ability to design and facilitate a process that enables a diverse group of stakeholders to solve a common problem, develop a practice, or create knowledge together. 
• Ability to embrace diversity, work with a diverse group of stakeholders understand their interests, perspectives and views and tap into to them as a source for creativity.
• Ability to facilitate processes and create conditions that are open for diverse inputs, stimulate collaboration and sharing.

Digital – Connectivity & Digital Divide:

• Knowledge of how connectivity and the digital divide work, understanding of the opportunities and challenges for governments and society

Digital – Cyber and Data Privacy Security Risk Management:

• Ability to anticipate, prepare for and respond to potential Risks and issues that may results in Data breach that can cause potential identity theft and personal harm and can also negatively impact UNDP’s reputation

Required Skills and Experience

Education:

• Secondary education is required.
• University Degree (Bachelor´s degree) in Information Technology, Information Management, Telecommunications or Computer Science will be given due consideration, but is not a requirement.
• Certification in Cisco Certified Network Engineer (CCNE) and Microsoft Certified Systems Engineer (MCSE) or Microsoft Certified Professional (MCP) is an asset. If certification is not available at the time of recruitment, it should be obtained within 6 months. 

Experience:

• Minimum 7 years (with secondary education) or 4 years (with bachelor´s degree) of relevant working experience, including network administration, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications is required. 
• At least 2 years of experience in Microsoft network administration is required.
• Hands on experience in problem identification and resolution of industry standard hardware platform is an asset.
• Skills in operating telecommunications facilities such as facsimile, audio and video conference facilities. 
• Experience and knowledge in Microsoft Office suite packages, such as Outlook/Exchange.

Language:

• Fluency in the English language, both written and oral, is required.
• Working knowledge of another UN language is an asset.

Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.

Disclaimer

Important information for US Permanent Residents (‘Green Card’ holders) 

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

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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