User Support – Systems and Data

Volunteering IT & Telecom

Overview

Support user systems and tools for project implementation and monitoring.

You have:

• Experience in the field of Information Technology.
• Experience in customer/user support.
• Experience in administrative activities.
• Work experience with public sector partners, especially within the Judiciary.

Contract

This is a UNV National Youth contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Youth contracts.

The project “Strengthening and monitoring innovation actions and improvement of the penal and socio-educational systems, in line with national and international human rights principles and guidelines” aims to work on the development of innovative methodologies and actions with a focus on reestablishing regular and adequate functioning of the prison and socio-educational system and produce subsidies to strengthen the monitoring and inspection of official interventions in these systems, in line with national and international human rights principles and guidelines. In particular, The project works to provide CNJ with tools to: (i) promote the development of mandates and capabilities (constitutional, conventional and legal) of the Judiciary to overcome bottlenecks and obstacles that hinder individual performance and better collective action by magistrates in the criminal and socio-educational systems, to protect the positions of more vulnerable populations, and (ii) action to enable full and complete compliance with the decision (on the merits) handed down by the Federal Supreme Court in the ADPF 347, that consolidated the understanding regarding the existence of an unconstitutional state of affairs in Brazilian prisons and determined the agreement and monitoring of a national plan and state and district plans aimed at overcoming a situation of structural disarray and massive and systematic violation of fundamental rights, which prevents the implementation of the grammar and programs of principles present in the Federal Constitution, in the International Human Rights Treaties and in ordinary Legislation. To achieve these objectives, the project is organized into 6 axes, corresponding to intermediate results expected for the project: 1 - Implementation, strengthening and monitoring/evaluation of actions that guarantee the regular functioning of the penal system 2 - Implementation, strengthening and monitoring/evaluation of actions that guarantee the regular functioning of the socio-educational system 3 - Improvement and quantitative and qualitative increase in the collection and production of data from the penal and socio-educational systems, 4 - Improvement, strengthening and monitoring of care strategies for the most vulnerable populations in interface with the penal and socio-educational systems 5 - Technical assistance to the CNJ for advocacy with 1st and 2nd degree magistracy, through the creation of awareness and communication channels, dissemination of content, education, training, interaction strategies, dialogue and other actions that allow better instrumentalization of the information of the performance options of Brazilian judges, enabling them to act more comprehensively towards the population and its inequalities 6 - Efficient management and knowledge management of the project carried out. This assignment is part of Axis 3, actions aimed at improving and enhancing both the quantity and quality of data collection and production from the penal and socio-educational systems. The UN Volunteer will take technical-administrative functions to support the management and monitoring of projects and actions related to the implementation of initiatives and targets set for Axis 3, contributing to a coordinated strategy to implement penal and socio-educational policies nationwide, in conjunction with other Axes and cross-cutting actions aimed at ensuring rights, in alignment with domestic regulations and decisions of International Courts

The UN Youth Volunteer will work in user support for systems and tools under the responsibility of Axis 3, under the supervision of the Axis Technical Coordinator. Their role will include intermediate analysis of tickets (Level 2), performing triage and forwarding them to the appropriate specialized areas when necessary. They will contribute to the proper functioning of support workflows, follow-up on planned actions, and ensure the quality of the deliverables until the ticket is closed.

They will work in close coordination with CNJ and UNDP teams, supporting the consolidation of an efficient, collaborative support process aligned with the timeline of the axis’s initiatives.

To achieve this objective, the following indicative activities are foreseen: 1. Analyze and validate technical tickets received at Level 2, assessing the sufficiency of the information and the complexity of the request to define the appropriate handling. 2. Perform technical and functional triage of requests, based on predefined criteria, which may involve: a) Directly resolving tickets when the request can be addressed using the technical knowledge already provided about the systems; b) Forwarding, when necessary, to the CNJ deliberative team or to the Program’s specialized areas, depending on the nature of the ticket, constituting Level 3 support. 3. Register and keep updated information on the progress of tickets in the support system used, ensuring traceability and data integrity. 4. Request additional information from users, when necessary, to support the proper analysis and resolution of requests. 5. Work in coordination with CNJ, UNDP, and specialized teams, promoting institutional alignment and contributing to the effectiveness of the support provided. 6. Organize and maintain updated technical and administrative documentation related to support services and procedures. 7. Participate in technical meetings, trainings, and other related activities, as required by supervision and the institutional schedule.

• Accountability • Adaptability and flexibility • Client Orientation; • Commitment and Motivation • Commitment to Continuous Learning; • Communication; Creativity; • Ethics and Values; Integrity; • Knowledge Sharing; • Planning and Organizing; • Professionalism; • Respect for Diversity; • Self-Management; • Technological Awareness; • Teamwork

Experience in the field of Information Technology; Experience in customer/user support; Experience in administrative activities.

Desirable skills and experience

Work experience, including internships, with public sector partners, especially within the Judiciary

The assignment will be in Brasília, the Federal capital of Brazil and seat of government of the Federal District. Brasilia is a family duty station and classified A (hardship). The living conditions in Brasilia are good as well as the access to health services. The accommodation facilities are in general good, and the choice is wide.

As this is a national UN Volunteer assignment, the UN Volunteer will be responsible for arranging their own housing and other living essentials. National UN Volunteers are part of the malicious insurance plan.

Brazil is security level 3 (moderate). United Nations Department of Safety and Security UNDSS Brazil advises to exercise a high degree of caution in Brazil due to high levels of serious and violent crime, particularly in major cities. Violent crime as muggings, armed robbery, kidnappings, and sexual assault, is very high. Avoid shanty towns (favelas) in the big cities and if you are attacked or robbed, do not resist. Demonstrations can occur at any time and may turn violent with little or no warning. All United Nations personnel must scrupulously comply with UNDSS procedures and recommendations during their assignment in Brazil. For missions in rural areas or indigenous reservations, special procedures may apply; UN personnel should consult with the local DSS office in advance.

Information on entitlements at the duty station is available at https://app.unv.org/calculator. The complete UN Volunteer Conditions of Service is available at https://explore.unv.org/cos.

Apply now

Potential interview questions

Added 10 months ago - Updated 9 months ago - Source: unv.org