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Information Communication Technology Associate, GS6/FT. Bishkek, Kyrgyzstan, #21512. Open to Kyrgyz Nationals only.
Job no: 551607
Contract type: Fixed Term Appointment
Duty Station: Bishkek
Categories: Information Communication Technology
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, a fair chance
ICT Associate is to provide end-user ICT support and support to all kinds of T4D programme initiatives at the UNICEF country office, ensuring effective/efficient end-user support and innovative solutions to programme initiatives during the stages of innovation/formulation of the idea, implementation/operationalization, scale-up and maintenance. The incumbent is responsible for implementing and maintaining the ICT infrastructure, administration and business support to ICT operations and T4D innovations in close coordination with the RO, HQ, vendors, service providers and partners from inside and outside the organization. ICT/T4D Associate is also responsible for formulating/maintaining ICT/T4D workplan, its implementation, reporting and relevant documentation including ensuring the ICT component of the Business Continuity Plan (BCP) is up-to-date and tested.
How can you make a difference?
1. Timely and effective support is provided for the improvement of ICT systems/services and opportunities for innovative use of technology in programme interventions are effectively harnessed.
- Actively participates in programme discussions to leverage his/her technical skill to identify opportunities for innovative use of technology in programme initiatives.
- Works closely with the Regional Chief of ICT, the Regional T4D specialist, programme colleagues, relevant vendors and partners in the formulation of technical opportunities into innovative products for children.
- Provides support to programmes in any ICT-related issues, contracts involving ICT or systems and solutions, including review of ToRs and specifications, technical evaluations, applications, offers etc. and advising on any partnerships for ICT-enabled solutions for children.
- Supports project roll outs and implementation of new processes, including testing debugging and implementation of new application and systems.
- Collaborates with program and communication sections to identify and support improvement opportunities in programme delivery through the effective/innovative use of technology, ensuring that the functional requirements are fully met by the proposed solution. Advice on options, risks, costs versus benefits, and impacts on end-user products and services, business processes and systems.
- Assists in the formulation of Business Cases and Project Charters for the ICT4D and Innovation projects.
2. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure.
- Provides users with solutions to identified incidents, requests or service interruptions; provides timely feedback, status or progress reports as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes of service levels.
- Ensures effective customer support in the area of Information Technology and Telecommunications by providing computer training as well as troubleshooting and ad-hoc technical assistance to the users. This involves the development of an official training and support plan based on the organizational requirements and an assessment of staff competencies and needs.
- Coordinates and assists with the acquisition, integration, installation, upgrade and release of organizational standard computer hardware and applications, communication and office equipment relevant to the office. This includes the roll-out of the Operating Systems, Office Productivity tools (e.g. MS Office), Electronic Mail, client access to UNICEF ERP and Performance Management Tools and Unified Communications tools (Video, Audio and Web Conferencing, Instant Messaging IP Telephony). Where possible, ensure user access to these applications is available remotely (mobile users) in a secure manner.
- Works closely with RO and HQ colleagues to resolved technical incidents and problem from their roots, while applying quick workarounds to avoid work disruptions.
- Analyses problems, identifies alternatives, and tests, and recommends and implement solutions.
3. ICT infrastructure, systems and applications are properly administered in compliance to UNICEF’s Security policies, standards and procedures.
- Undertakes the role of Local Systems Administration (LSA) by performing routine maintenance of the ICT Systems (e.g. Backups, Security Patches, and Antivirus Updates), User provisioning, de-provisioning and change management to UNICEF Systems and Applications (e.g. Domain, E-Mail, Intranet, VISION) in the office. This includes use of tools like UNICEF Access Management Portal (e.g. E-SAF, APPROVA, ViSA) and Service Manager System
- Manages the ICT infrastructure, compliance and security of the office that includes Local Area/Wide Area Network (LAN/WAN) and Data Centre Operations (Server Platforms, Network Switching and Uninterrupted Power Supply) ensuring the Confidentiality, Integrity and Availability of UNICEF information from the Office and Remote location. This includes maintenance of the ICT Disaster Recovery Plan ensuring Offsite Data backup and Emergency Telecommunication links (backup links, Satellite and Radio networks) in cooperation with the UN agencies and Partners.
- Diagnoses and resolves Global Help Desk calls related to applications or processes redirected from the Global Help Desk first line support and escalates them to Global Help Desk third line, SME support or ICT Operations Management for resolution of escalated issues and/or policy guidance as necessary. Keeps users informed of the status.
- Provide accountability for the information technology resources through accurate analysis and evaluation of office's ICT needs, sound procurement, cost-effective installation and maintenance, ensuring software/hardware standards, and regular accurate inventory and reporting of hardware, peripherals and software.
- Ensures application/compliances of ICT policies and guidelines, established processes and procedures by all team members. Advice to the management and staff on the correct interpretation and application of ICT policies and guidelines in support of the office's information management needs.
- Assists in procurement of ICT Hardware, software, services, ensuring organizational standards, compliance and value for money.
4. ICT component of the Business Continuity is well maintained in close collaboration with other UN agencies.
- Formulates and maintains the ICT component of the Business Continuity Plan (ICT Disaster Recovery Plan).
- Conduct periodical test of the ICT DRP (Disaster Recovery Plan), reports and recommends for improvement.
- Actively participates in Inter-Agency ICT Working group to leverage resources from UN sister agencies and non-UN partners in crisis situations.
- Ensures maintenance of the ICT components of the MOSS (Minimum Operating Security Standards) requirements for the office.
- Provide IT and Telecoms training to all staff on regular basis in the use of standard IT and Telecoms equipment and remote connectivity for operations during emergency situations.
- Provide support for communications equipment including but not limited smartphones, Portable Satellite Devices (Phones, BGANs, Modems, etc.), Radio programming PABX, VHF, UHF in cooperation with UN Agencies
- Supports the administration of the common UN premises including through management of contractors for IT and communication services for the common premises
5. Under the framework of the Digital Transformation initiative, all component of the Enterprise Content Management are adequately/efficiently supported.
- Provides Enterprise Content Management (ECM) and knowledge management support (e.g. SharePoint, CO Intranet and Team websites) through coordination of office contents/records management including systems for the acquisition, storage and retrieval of electronic data
- Manages the local database capacity required using standard ICT database and collaboration tools.
- Provides support to ensure the accuracy and accessibility of data sources.
- Provides technical assistance and guidance to relevant sections (i.e. Communications) in the provision of externally facing websites, contents and security.
- Provides assistance in the use of social media outreach.
6. Assignments of additional duties and responsibilities are effectively performed.
Performs any additional assignments as requested by the supervisor.
JOB GRADE FACTORS
- Scope of the responsibility of the job is to support users in a country office.
- The incumbent performs first and second line support services, and decides on the handling of user incidents and problems including priority and escalation, requiring interpretation of relevant guidelines and standards.
- The incumbent is expected to make recommendations on the support of office computerization and connectivity to better productivity, efficiencies and effectiveness of ICT operations and services delivery.
- The incumbent is expected to effectively and efficiently carry out the above duties contributing to the efficient planning, management and oversight of cost-effective and secure ICT infrastructure, systems and tools at the country office and directly impact on the delivery of operational and programme goals and results. This in turn contributes to maintaining/enhancing the credibility of UNICEF as an effective partner and to furthering UNICEF's image as a competent organization for delivering cost-effective, efficient and sustainable results.
To qualify as an advocate for every child you will have…
Completion of University Degree in Computer Science, Information Systems, Telecommunications, Engineering.
ITIL Foundation Certificate or equivalent customer support certification is an asset.
- A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
- Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
- Practical experience in providing technical and business Customer Support and Services is required.
- Practical experience and working knowledge of various computer platforms and applications is required.
- Work experience in emergencies.
Fluency in English and Russian are required. Knowledge of Kyrgyz language is an asset
For every Child, you demonstrate...
UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).
The 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)
To view our competency framework, please visit here.
UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
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 also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.
Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service. Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. 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.
Advertised: 14 June 2022 Central Asia Standard Time
Deadline: 04 July 2022 Central Asia Standard Time