NPSA 5 ICT Assistant (for Malaysian Nationals only)

Contract

This is a NPSA-5 contract. This kind of contract is known as National Personnel Services Agreement. It is normally only for nationals. It usually requires 5 years of experience, depending on education. More about NPSA-5 contracts.

Background

UNDP, as an integral part of its mission to fight poverty and improve the lives of people around the world, is committed to being open, transparent and accountable. As part of this commitment, UNDP adopted International Public-Sector Accounting Standards (IPSAS) on 1 January 2012 and established the Global Shared Services Centre (GSSC) to serve UNDP’s network of offices (covering 166 countries around the world) in the provision of financial and accounting services. The GSSC has been fully functioning since 2012 and is presently expanding the breadth of its services to support expanded finance, accounting and procurement processes as well as to provide training to UNDP Offices where needed. In addition to their day-to-day operations, the GSSC personnel are also involved in supporting UNDP’s country offices through transactions support training where needed.

The Global Shared Services Centre (GSSC) within the Bureau for Management Services (BMS) supports all UNDP offices and units with the provision of transactional services. This includes a core set of transactions in Finance and HR that are already being handled by the Global Shared Service Centre (GSSC) in Kuala Lumpur. The GSSC is led by the Director who reports to the Director of Bureau for Management Services (BMS).

Under the guidance and direct supervision of the ICT Specialist, the ICT Assistant provides ICT services, support the management of ICT systems, provides daily tier 1 technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.

The ICT Assistant works in close collaboration with the Directorate, GSSC and non-GSSC teams, and UNDP HQ staff for resolving ICT-related issues, collaborates with other ICT Staff.

Duties and Responsibilities

1. Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the GSSC technology environment.
• Support to the use of Atlas (UNDP’s implementation of ERP) functionality for improved business results and improved client services.
• Provision of inputs to the GSSC administrative business processes mapping and implementation of the internal standard operating procedures (SOPs).
• Provision of inputs to preparation of results-oriented workplans.

2. Ensures effective functioning of the GSSC hardware and software packages, focusing on the achievement of the following results:

• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Assistance in the installation of commercial and in-house developed software and related upgrades.
• Assistance in upgrading patch and anti-virus programs on a timely basis.
• Monitoring of file server traffic, usage and performance on a frequent and regular basis.
• Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.

3. Supports networks administration, focusing on achievement of the following results:

• Assistance in trouble-shooting and monitoring of network problems.
• Response to user needs and questions regarding network access.
• Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.

4. Provides administrative support, focusing on achievement of the following results:

• ·Maintenance of an up-to-date inventory of software and hardware.
• ·Maintenance of a library of ICT related reference materials.
• ·Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
• ·Maintenance of the filing system ensuring safekeeping of confidential materials.
• ·Extraction of data from various sources.
• ·Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required.
• ·Provision of ICT support to key events.

5. Ensures facilitation of knowledge building and knowledge sharing in the GSSC, focusing on achievement of the following results:

• Participation and assistance in the organization of training for the GSSC staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.

Competencies

Core

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 (insert up to 7 competencies)

Thematic Area

Name

Definition

Information Management & Technology

IT Customer Support

Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management & Technology

Applications Management

Ability to set-up, develop, support, and maintain applications. Expertise in Oracle Cloud, ServiceNow, SalesForce.com and Microsoft technology and assets.

Information Management & Technology

IT Research and Development

Regular following new technologies and technical trends, research the technologies that are applicable and beneficial to the organization and develop the systems

Required Skills and Experience

Min. Academic Education

• Secondary education with relevant certifications in hardware and software management and application (Microsoft Certification, Cisco Certification) OR Bachelor’s Degree in Computer Science desirable.

Min. years of relevant Work experience

• 5 years with Secondary education or 2 years with Bachelor’s degree, of relevant working experience.

Required skills and competencies

• Experience in network administration, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

Desired additional skills and competencies

Required Language(s) (at working level)

• Fluency in the English Language and Bahasa Malaysia. Other official language of the UN will be desirable.

Professional Certificates

• Cisco Certified Network Administrator (CCNA) and Microsoft Certified Professional (MCP) required. If certification is not available at the time of recruitment, it should be obtained within 6 months.