Senior ICT Associate (AGORA SME), GS-7, Global Shared Services Centre, Budapest, Hungary

Contract

This is a G-7 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 7 years of experience, depending on education. More about G-7 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.

In February 2015, UNICEF launched a Learning Management System (LMS) to offer an easy, structured and centralized access to learning opportunities and to improve reporting and evaluation of learning activities. The platform is called Agora (https://agora.unicef.org). There are now more than 300,000 learners enrolled in Agora (internal and external) and it includes more than a thousand off-the-shelf courses and resources from specialized providers, custom UNICEF online courses, and face-to-face and blended programmes from both UNICEF and external providers. As usage has increased significantly, it becomes critical to setup a more sustainable and efficient user support function, assisting UNICEF staff, supervisors, course managers, senior managers as well as guest users / partners.

How can you make a difference?

The Senior ICT Associate (AGORA SME) will support the Customer Care and Global Learning Center (GLC) teams in areas of systems integration between the AGORA platform (Totara’s MOODLE learning management system), ServiceNow and other platforms and will provide technical support for the platform. This post will work with vendors, GLC business partners and UNICEF ICT Division in applying technical upgrades to the platform and handle tasks or projects assigned by the supervisor in Process Automation and process improvements.

The Senior ICT Associate (Agora SME) at the GS7 level, in the Customer Care, GSSC reports to the Information Technology Officer at P2 level.

Key functions, accountabilities and related duties/tasks:

1. Systems Integration between Agora and other platforms

• Provide support on systems integration between Agora and other systems/platforms such as ServiceNow; Active Directory, SAP systems, PageUp and others.

2. Technical Support for the AGORA platform

• Provide technical system support to the Custer Care and Global Learning Center teams for the Agora Platform.
• Liaise with the vendor, ICTD and the GSSC Global Learning Center to plan and implement system maintenance, technical upgrades, and deploy platform patches.

3. Process Optimization and Automation

• Support the POA team in improving and automating GSSC processes, especially (but not limited) in areas related with Agora Platform.
• Develop solutions in different programing languages and automation tools (i.e.: AutoIt, UiPath, SQL, PowerShell, etc.).
• Participate in documenting business requirements.
• Mentor and coach early adopters of the developed products in business units.
• Functional testing of provided solutions.

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

• Completion of secondary education (high school) is required.
• University level courses or studies in computer science, information systems, engineering, telecommunications, equivalent qualifications are desired.
• A minimum of seven years of practical work experience in information technology (IT) is required. A completed university degree from an accredited institution will be counted towards four years of work experience requirements.
• Advance knowledge of scripting, programming in any programming language is required.
• Basic knowledge of ServiceNow platform (i.e.: ITISM and Service Request modules) is required.
• Knowledge of Learning Management System, epically Moodle, TOTORA (AGORA) is required.
• ITIL Certificate or equivalent Customer Support Certification is 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.

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 have to complete the courses of Learning Paths that are identified as required 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.