Information Communication Technology Officer (Customer Support Services), NO-B, UNICEF Global Shared Services Centre, Budapest, Hungary (Only for Hungarian nationals)

Contract

This is a NO-2 contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. More about NO-2 contracts.

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 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.

For more information about GSSC please visit our Global Shared Services Centre (GSSC) and Video

How can you make a difference?

The Information Communication Technology Officer (Customer Support Services) will lead and manage the Business Support Unit within the Customer Support Services team in the Business Innovation and Support Section, to provide effective and efficient support to UNICEF staff at all levels of the organization, primarily on the business aspects of ERP and business applications and systems, as well as all the GSSC Processes and Procedures. The incumbent will identify customer pain points as raised through customer care enquiries, meet their business support needs and provide recommendations for changes to optimize processes and improve customer satisfaction with GSSC’s services.

1. Business and Technical Support:

• Liaise with other GSSC Sections, ICTD and Business Divisions to handle business-related inquiries and complaints received from UNICEF staff at all levels, through various channels, conducting thorough investigation, problem analysis and the resolution of these issues in a timely and professional manner.
• Participate in all ERP applications and enterprise systems related meetings that focus on UNICEF business issues.
• Collaborate with Business and Technical SMEs at GSSC and other HQ Offices to inform improvements to business processes and system enhancements.
• Supervise the introduction of enhancements, upgrades, patches, fixes, etc. with respect to business issues.

2. Knowledge Base Library, Staff Training and Continuity

• Analyze customer support statistics to identify trends, insights, knowledge gaps and areas where additional resources may be needed and share the results with other teams to inform policy, knowledge, system and service improvements.
• Ensure that the knowledge base of frequently asked questions is regularly updated and works with other teams to fill knowledge gaps and enable automation of customer service tasks where appropriate.
• Review business documentation, including knowledge articles, process guides and release notes, for consistency, accuracy and clarity.
• Train and coach staff to increase overall business analysis skills and ensure the appropriate use of tools so as to facilitate the provision of high-quality customer support.
• Ensure Customer Care processes and procedures, with particular emphasis on business issues, are documented and kept up to date.

3. Escalation, Performance Monitoring and Reporting:

• Ensure application of ICT and business process procedures and guidelines by all team members.
• Identify opportunities for service improvement, including automation of customer service tasks and recommend changes to existing processes and tools.
• Manage all aspects of escalation to immediate supervisor (Information Communication and Technology Manager - Customer Care and Technology Support), the Section Chief or other staff, including:
  • End Users
  • Designated Subject Matter Experts (SMEs)
  • Knowledge focal points and other staff within GSSC’s business teams
  • Relevant staff in other Divisions

4. Staff Management

• Prepare and maintain work schedules of unit members to ensure business coverage taking into account leave schedules.
• Prepare contingency plans for coverage and staff changes.
• Prepare performance reviews and conducts evaluation discussions.
• Conduct regular meetings to update team on business issues.
• Provide detailed metrics on Help Desk queries and staff performance

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

• A first university degree (Bachelor’s Degree) in computer science, information systems, or other relevant disciplines, with specialized training or work experience in the fields broadly applicable to the job is required. Master’s degree in a relevant field is an asset.

• A minimum of two (2) years of relevant professional experience in information communication technology or related areas at the international, national level or in the private sector.

• Practical work experience in planning and supporting business and technical environment within IT operational service and support

• Ability to work independently and with minimal supervision in a collaborative team environment, excellent interpersonal skills and a positive attitude.

• Fluency in both spoken and written English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is an asset.

As an advocate for every child, you will receive

• A competitive salary which is exempted from paying national income taxes in Hungary on United Nations emoluments here and the UN Salary Scale worldwide Salaries and Allowances (UN). here and a salary calculator SalCalcInt (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

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…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others (8) Nurtures, Leads and Manages People.

To view our competency framework, please visit here.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

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 benefits to our staff, including paid parental leave, breastfeeding breaks 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.

Requirement for internal applicants

Internal applicants from GSSC are required to complete the courses of Learning Paths that are identified as essential when applying to the level of this post. Please visit the L&D Portal Learning and Development (sharepoint.com) for more information.

Remarks:

National Officer (NO) staff are nationals of the country in which they perform functions of a technical and professional nature. Eligible applicants are nationals of Hungary.

National Officer staff are locally recruited staff and therefore, are responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff

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 are also 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.