Information Systems Assistant

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OICT - Office of Information and Communications Technology

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Application deadline 1 year ago: Saturday 11 Feb 2023 at 23:59 UTC

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Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education.

Salary

The salary for this job should be more than 1,970 USD.

Salary for a G-6 contract in Bangkok

The salary of a G-6 depends on the duty station. The minimum salary there is 71,731 THB (~1,970 USD) Please note that depending on the location, a higher post adjustment might still result in a lower purchasing power.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

More about G-6 contracts.

Org. Setting and Reporting This position is located in the Unite Service Desk (USD) – Asia, Office of Information and Communications Technology (OICT) hosted by United Nations Economic and Social Commission for Asia and the Pacific (ESCAP). The Unite Service Desk provides around-the-clock support for a broad range of key UN applications such as Inspira, Umoja, iNeed, , Unite Mail and the UNDSS portals, to UN employees and external users worldwide.

Under the general supervision of the Hub Manager, Unite Service Desk – Asia, the incumbent reports to the Operations Supervisor, acts as Shift Lead supervising a team of service desk agents, works in shifts as per the roster in the environment where the service operates on a 24/7/365 basis. For this position, monthly rotated shift duty including night shift is mandatory.

Responsibilities Within delegated authority, the Information Systems Assistant will be responsible for the following duties:

  • Provides Tier 1 support to users for all systems supported by the Unite Service Desk (USD); follows up with Tier 2 and 3 agents on incident resolution or request fulfillment as per established procedures.
  • Provides feedback/inputs on operation planning, USD documentation and quality assurance process.
  • Participates in the analysis of user requests; escalates service requests to relevant teams for handling; provides appropriate responses/guidance; provides in-depth analysis for Umoja related incidents.
  • Serves as Shift Lead in the distribution of work, preparation of checklist and end-of-shift reporting; independently liaises with users to process their requests, handling all VIP requests and Major Incidents raised during the shift, including but not limited to broadcast requests raised by Duty Managers/Application Owners of Umoja and other UN application systems supported by USD.
  • Prepares and conducts technical presentations and training sessions to the team.
  • Drafts and prepares various documentations, including Standard Operating Procedures (SOPs), Frequently Asked Questions, email templates, as well as prepares unit contributions for a variety of periodic reports.
  • Keeps abreast of latest Service Desk procedures and technology.
  • Provides guidance to new/junior service desk agents.
  • Performs other related duties as assigned.

    Competencies - PROFESSIONALISM: Knowledge of Enterprise Resource Planning (ERP) systems such as SAP, PeopleSoft/Oracle, Siebel CRM and ServiceNow. Knowledge and understanding of UN administrative procedures and practice in human resources, finance and budget, procurement, travel, Business Intelligence or data management tools. Ability to analyze the issues and the requirements and to effectively find relevant solutions. Ability to conduct research and gather information from a wide variety of standard and non-standard sources. Ability to respond to changing requirements and assignments, ability to apply good judgment in the context of assignments given.

  • COMMUNICATION: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.

  • CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

    Education High school diploma or equivalent is required. A first-level university degree in computer science, information systems, information management or related field is desirable.

    Job - Specific Qualification Passing the GGST is required for recruitment consideration in the General Service and related categories in the United Nations Secretariat. Successful passing of the United Nations Administrative Support Assessment Test (ASAT) in English or French or successful passing an equivalent locally-administered test at Offices Away from Headquarters, may be accepted in lieu of the GGST. Have you passed such a test? (If yes, please indicate the year and duty station where you passed the test.)

If you have not passed the test, indicate if you are willing to take the GGST. Applicants who have not passed the GGST at the time of application may be invited for the test after submitting an application.

Training in the field of Service Management and/or certification in Information Technology Infrastructure Library (ITIL) is desirable.

Work Experience A minimum of seven years of progressively responsible experience in information systems or application support, systems analysis, systems administration and maintenance, functional and/or technical customer support, or related area is required.

Experience in leading a team, including assigning work to team members and monitoring the performance, training and mentoring junior staff, independently handling difficult/critical cases, is required.

Experience in providing information systems support services in 24/7/365 operations is desirable.

Experience in providing support to key UN applications, such as Inspira, Umoja, iNeed, the UNDSS portals and Unite Mail, in accordance with established procedures is desirable.

Languages English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another UN official language is an advantage.

Assessment Qualified applicants may be evaluated through a competency-based interview and/or other assessment methods.

Special Notice This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. Applicants for positions in the General Service and related categories must be authorized to work for the United Nations in the duty station where the position is located. Eligible applicants selected from outside the duty station are responsible for any expenses in connection with their relocation to the duty station. Staff members subject to local recruitment are not eligible for allowances or benefits exclusively applicable to international recruitment.

Applicants for GS and related positions may apply and be considered for locally recruited positions no matter where they are currently located (including the current serving staff members at other duty stations), provided they are locally available upon appointment. They must be authorized to work in the country regardless of where they live at the time of applying for the job opening .

At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

Must have passed the United Nations Global General Service Test (GGST) at Headquarters or an equivalent locally-administered test at Offices Away from Headquarters.

United Nations Considerations According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.

Added 1 year ago - Updated 1 year ago - Source: careers.un.org