Senior Information Technology Assistant

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.

Org. Setting and Reporting

The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG heads the Office of Investment Management (OIM), which manages a $80+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber, and commodities. OIM’s staff are all based in New York but come from over 30 countries. For more information please visit OIM's website at https://oim.unjspf.org/. This position is located in the Service Desk Team of the Information Systems Section of OIM. The incumbent reports to the Information Systems Officer of the Service Desk Team.

Responsibilities

Within delegated authority, the Senior Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration • Provides full range of technical assistance in the area of desktop administration and support. • Plans, schedules, and co-ordinates the related work. • Provides guidance and training to new/junior staff. • Coordinates with other organizational units on issues that affect desktop administration and configuration. • Coordinates with other organizational units to ensure that software distributions are being delivered correctly to all OIM endpoint devices. • Oversees software distribution updates, scripting, testing and support. • Performs research into new versions of centrally supported software and manage beta testing, production rollout and postproduction support. • Performs 2nd level desktop troubleshooting in conjunction with the help of Infrastructure or Platform Providers like, Navisite, OICT or external vendors. • Provides technical advice to clients when necessary. • Designs and establishes internal databases and files. • Performs other related duties as required, including overseeing the work of junior staff. Office 365 Operations and Administration • Provides full range of technical assistance in the area of Office 365 applications. • Plans, schedules, and coordinates the related work to the above point. • Provides guidance and training to new/junior staff. • Oversees the installation, configuration, testing and deployment of server hardware and software, including, Operating Systems, Electronic mail, Microsoft products, Citrix, Database systems, Internet Browser software, Domain Name Server (DNS), DHCP, applications, and various security software. • Oversees the administration, operation, technical support, and monitoring of cloud applications and endpoint systems. • Liaises with other groups of Navisite and other ISS units for maintaining the efficient and reliable operations of server systems. • Ensures 24x7 operations and monitoring of assigned systems. • Identifies the need for new systems or re-engineering of the existing systems. • Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards. • Liaises with Infrastructure and platform vendors like ICC to implement backups of servers following standard backup procedures. • Collects various statistics on the performance and reliability of cloud systems, and produces pertinent reports in liaison with Infrastructure providers like ICC, OICT & other external vendors. • Designs and establishes internal databases and files. • Writes and maintains the documentation of cloud systems and endpoint devices, pertinent to operations and system administration. • Performs other related duties as required. Service Installation and Support • Participates or if required, leads a team of installation or support staff. • Ensures that calls or service requests are logged and tracked in the ticketing systems with minimum delay. • Acts as problem escalation point for staff at lower levels. • Diagnoses and resolves more complex hardware, software, or connectivity problems with minimum delay. • Escalates problems/tasks to the appropriate parties in accordance with established procedure. • Designs and implements solutions for simple problems. • Assists in research and resolution of more complex problems. • Keeps abreast of developments in technology both in the UN and in the industry in general. • Provides orientation and training to technical staff. • Provides training to end-users on the use of standard systems and applications. • Draft end-user and/or technical documentation and SOPs. • Generates iNeed and Service Now reports on demand basis. • Assists in the design and continuous improvement of the ticketing systems such as iNeed and Service Now. • Performs other related duties as required. Procurement and Logistics • Participates as Service Desk staff in the operations of the Procurement Logistics. • Ensures that proper inventory management procedures are observed. • Ensures that all security procedures are enforced. • Supports the procurement of inventory supplies and provides technical specifications. • Liaises with OICT, PA Security for the disposal of written off equipment. • Generates iNeed and Service Now reports on demand basis. • Assists in research and evaluation of new standard equipment. • Assists in establishing procurement specifications for client requests. • Assists in the design and continuous improvement of the Configuration Management Data Base CMDB and Service Now assets model. • Performs other duties as required. Service Coordination • Ensures that all requests are logged in iNeed and Service Now tracked with minimum delay. • Ensures that quality assurance procedures are implemented as per guidelines • Liaises with other ISS units and OICT to facilitate completion of service requests. • Acts as the client contact point for IT services. • Provides advice to clients regarding IT standards and workflow processes. • Establishes and documents workflow procedures for simple IT requests. • Assists in the design and documentation of more complex workflow procedures. • Keeps abreast of latest ITSD standards and technology. • Generates workload and performance reports on a regular basis. • Performs other duties as required. Physical Requirements • May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment on a daily basis. • May be required to work on shift assignments on weekdays to maintain the service coverage from 07:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends. • May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Competencies

• Professionalism: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. • 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. • Commitment to Continuous Learning: Keeps abreast of new developments in own occupation/profession; actively seeks to develop oneself professionally and personally; contributes to the learning of colleagues and subordinates; shows willingness to learn from others; seeks feedback to learn and improve.

Education

High school diploma or equivalent. ITIL Foundation certificate is desirable.

Job - Specific Qualification

Not available.

Work Experience

A minimum of ten years of experience in information technology or related area is required. At least three years of experience in building computer images and in using IT Service Management software, including Service Desk workflows and in managing Configuration Management Data Base is required. At least two years of experience in supporting end users in Office 365 products like Outlook, SharePoint Online, OneDrive for Business and MS Teams is required. At least two years of experience in supporting Mobile Device Management like MS Intune software, VPN like Cisco AnyConnect and Cloud Security software like Cisco Umbrella is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of another official United Nations language is desirable.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

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. Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. Appointment at the United Nations is subject to mandatory adherence to the United Nations Financial disclosure Programme. An appointment to the Office of Investment Management (OIM) of the UNJSPF additionally requires compliance with the rules and regulations pertaining to OIM's Code of Ethics, Personal Securities, Gift and Hospitality policies. For this position, applicants from the following Member States, which are unrepresented or underrepresented in the UN Secretariat as of 31 Oct 2023, are strongly encouraged to apply: Afghanistan, Andorra, Angola, Antigua and Barbuda, Bahrain, Belize, Brunei Darussalam, Cabo Verde, Central African Republic, Chad, China, Cuba, Democratic People's Republic of Korea, Djibouti, Dominica, Equatorial Guinea, Gabon, Grenada, Guinea-Bissau, Israel, Japan, Kiribati, Kuwait, Lao People's Democratic Republic, Liberia, Libya, Liechtenstein, Luxembourg, Madagascar, Malta, Marshall Islands, Micronesia (Federated States of), Monaco, Mozambique, Myanmar, Namibia, Nauru, Oman, Palau, Panama, Papua New Guinea, Paraguay, Qatar, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Slovenia, Solomon Islands, Somalia, South Sudan, Timor-Leste, Turkmenistan, Tuvalu, United Arab Emirates, United States of America, Vanuatu.

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. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile 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.