IT Associate, GS-6, Global Shared Services Centre, Budapest, Hungary

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. More about G-6 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, results.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology.

GSSC has won the 2019 Business Services Firm of the Year in Hungary, one of 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

The IT Associate supports users to ensure that effective and efficient solutions are provided to all incidents and queries on UNICEF business processes and procedures on the areas of HR, Finance, MDM and Payroll. The incumbent provides support on the use of SAP, HACT, BFT, eTools, SAP roles (zvisa, FIORI), facilitates communication between users, Subject Matter Experts (SMEs) and IT Management. The IT Associate escalates incidents from users; maintains relevant documentation on known issues, processes and procedures for the Global Help Desk. In addition, the incumbent is expected to handle tasks or projects assigned by the supervisor to support the unit.

Key functions, accountabilities, and related tasks:

1. Provide support on UNICEF business processes

Provide support resolving General Enquiries and Incidents on corporate systems such as SAP, eTools, EZHACT, HOPE. The IT Associate requires deep knowledge and experience providing support on the following topics in Vision according to established procedures and business processes:

• Supply, Purchase Orders, Long Term Agreement, Purchase Requisitions, Sales Orders
• Programme Planning, Budget monitoring , Allocation of funds, Programme structure
• HACT
• BFT
• eTools
• Travel related issues
• SAP roles (zvisa, FIORI)

Ensure that all activities are undertaken in line with best practices (i.e., ITIL) with specific focus on incident and problem management.

2. Escalation, Performance Monitoring and Reporting

Liaise with GSSC Units (HR, Finance, MDM, Payroll) on resolution of common incidents/issues.

Work closely with Problem Management for incidents that have no workarounds or solutions (monitor incidents, provide feedback/recommendations, etc.).

Ensure application/compliance of UNICEF guidelines, established processes and procedures (i.e., ITIL) by all team members.

Support the team leader on the trend analysis and root cause identification of cases.

3. Support Knowledge Management

Identify possible improvements on the current business processes based on the issues or questions reported by customers.

Working closely with all the units in GSSC to ensure that the Knowledge articles are updated and complete to support the knowledge transfer to customers.

Support the team lead on the analysis and report of common issues or problems faced by customers, to discuss with business units in GSSC, potential improvements.

Support the knowledge transfer internally and externally trough the use of different tools like webinars, Process instructions, videos or knowledge articles.

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

• Completion of secondary education (high school) is required.
• University level courses in computer science, information systems, engineering, telecommunications, equivalent qualifications are desired.
• Minimum of six (6) years of relevant work experience in information technology (IT) is required. A completed university degree from an accredited institution will be counted towards four (4) years of work experience requirements.
• Advanced knowledge in the Microsoft Suite of Products (including MS Word, MS Excel & MS PowerPoint) is required.
• Advanced knowledge of MS Windows server and client operating systems (Windows 2012, 7 and 8) is required.
• ITIL Certificate or equivalent Customer Support Certification is an asset.
• Work experience with a development organization is an asset.
• Knowledge of UN/UNICEF'S rules, regulations and procedures is considered an asset.
• Fluency in English (both spoken and written) is required.
• Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is an asset.

Remarks

Additional criteria that are considered key for the successful performance of the incumbent within the context of the job requirement may be applied by the Hiring Section as part of short listing.

Applicants must be nationals of EU countries or in possession of a valid work permit. Please attach a copy of your work permit to your application submission.

General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.

Remarks: 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.

For every Child, you demonstrate…

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability and the following core competencies:

• Builds and maintains partnerships
• Demonstrates self-awareness and ethical awareness
• Drive to achieve results for impact
• Innovates and embraces change
• Manages ambiguity and complexity
• Thinks and acts strategically
• Works collaboratively with others

View our competency framework at:

https://www.unicef.org/careers/media/1041/file/UNICEF%27s_Competency_Framework.pdf

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, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNICEF is committed to promote the protection and safeguarding of all children.