Senior Info. Comm. Technology Associate, GS-7, UNICEF 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.

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, 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

UNICEF is seeking candidates to support the GSSC’s Customer Care Section in the function of Senior Information and Communication Technology Associate at the GS-7 level to provide user support and contribute to the further improvements of UNICEF’s learning platform, AGORA.

Background and Rationale

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 called AGORA (https://agora.unicef.org ) now has more than 300,000 enrolled learners (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.

Purpose

This position aims at providing user support and contribute to improvements of the Agora learning platform regarding usability and performance. Integrated in the larger support function based in the Global Shared Services Centre in Budapest, the Snr. ICT Associate (AGORA Support) will also work closely with the AGORA project team currently based in the Learning and Knowledge Exchange Section, Division of Data, Analytics, Planning and Monitoring.

This will involve…

Under the supervision of the ICT Manager, Customer Care, the Snr. ICT Associate (AGORA support) is expected to primarily provide services including:

Agora learning platform users support

• In collaboration with other Customer Care analysts, respond to queries from users of the Agora learning platform submitted to the team. The Customer Care Analyst would act as a specialist and focal point of the Agora platform within the Customer Care team.
• Transfer knowledge to other members of the Customer Care team to enable them to provide support for the platform to all users
• Provide technical assistance to facilitators and subject matter experts to publish and manage their courses on Agora
• Fix issues on Agora in collaboration with the Agora project team in DAPM, to address the issues reported by learners and/or course managers

Support field offices with reports / compliance data

• Guide UNICEF offices monitoring learning and development planning activity in their office using PowerBI dashboards and reports (already created). For example, helping them apply filters, understand how to read data and/or export specific details.

Create documentation and contribute to the development of the Agora platform

• Document knowledge articles on Service Gateway, on the basis of the support requests received
• Collaborate with the Agora project team in DAPM and attend weekly meetings and training events, to be aware of current projects and latest developments
• Contribute to the development and update of guidelines on the Agora Wiki site and in other formats
• Provide a monthly report on most common types or issues / errors, suggesting fixes and/or feature improvements when appropriate

Support the Continue Improvement process of the Agora platform

• Communicate to the SMEs in DAPM and ICTD ideas for enhancement and changes as indicated by end users and Customer Care team
• Collaborate with SMEs in finding technical solutions in relation to user access activities, i.e.: access of non-UNICEF users to the platform and internal support mechanism

As an advocate for every child, you will have…

• Completion of secondary education (high school diploma) is a minimum requirement, preferably supplemented with formal training at university level in Computer Science, Information Systems, Telecommunications, Engineering
• A minimum of seven (7) years of practical work experience in Information Technology, requiring systematic methods of troubleshooting and problem solving is required
• ITIL Foundation Certificate or equivalent customer support certification is an asset
• Experience with Learning Management Systems (Moodle, Totara) is essential
• Experience with end-user support (helpdesk and creation of resources) is essential
• Excellent knowledge of the Identity & Access Management process in UNICEF is essential
• Experience developing user guidance & how-to guides is essential
• Experience using the PowerBI Service (online) is desirable
• Proven ability to work both independently and with a team is desirable
• Demonstrates integrity, reliability and respect of confidentiality
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds
• Knowledge of the UN and UNICEF’s mandate and work experience in the area learning development and knowledge management is desirable
• Fluency in English (verbal and written) is required. Knowledge of an additional UN Language (especially French and/or Spanish) is a strong asset

Non - Hungarian citizens must be in possession of a work permit (not related to studies, job seeking or current employer) or be nationals of EU countries.

Please note that 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

For Vacancy Announcements in 2021, internal applicants who are only able to complete the self-directed online components of training courses in the Learning Paths due to non-availability of workshops during the time of the Vacancy Announcements, are required to complete the workshop components during the selection process. In case an internal candidate is identified as recommended candidate, all relevant courses must be completed before the onboarding date. 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 (CRITA) underpin everything we do and how we do it https://uni.cf/UNICEFValues

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

To view our competency framework, please visit: https://uni.cf/Competencies

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, race, sexual orientation, nationality, culture, appearance, socio-economic status, ability, age, religious, and ethnic backgrounds, to apply to become a part of the organization. More information on UNICEF’s commitment to diversity and inclusion: https://uni.cf/InclusiveUNICEF

**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****.