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ICT Support Associate

Dakar

  • Organization: UNDP - United Nations Development Programme
  • Location: Dakar
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Administrative support
    • Information Technology and Computer Science
  • Closing Date: 2024-09-22

Background

 
Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

 
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.


Under the guidance and direct supervision of the  Head of Finance Management Service, the ICT Support Associate provides leadership in the execution of ICT services in the CO, implements ICT management systems and strategies, and provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for review and advice on the use of new technologies that will enhance the CO productivity.  The ICT Support Associate promotes a client-oriented approach.

The ICT Support Associate works in close collaboration with the operations, programme and project teams in the CO and UNDP HQs staff to resolve complex ICT-related issues

 


 
Duties and Responsibilities

 

Summary of Key Functions:

  •     Implementation of  ICT strategies and introduction/implementation of new technologies
  •     Effective functioning of the CO hardware and software packages
  •     Networks administration
  •     Provision of web management services
  •     Provision of administrative support   
  •     Facilitation of knowledge building and knowledge sharing


1. Ensures implementation of  ICT strategies and introduction/implementation of new technologies focusing on achievement of the following results:

  •  Compliance with corporate information management and technology standards, guidelines and   procedures for the CO technology environment.
  •  Elaboration of internal policies and procedures on the use of ICT. Elaboration of the content of internal Standard Operating Procedures in Finance in consultation        with office management.
  •  Development and update of the ICT annual plan.
  • Provision of support to the use of ERP functionality for improved business results and improved client services.

 

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

  • Provision of advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
  • Supervision of the implementation of corporate UNDP systems.
  • Development of new softwares for high impact results (e.g. office management system, electronic registry, etc).

3. Ensures efficient networks administration focusing on achievement of the following    results:

  •  Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access.
  • Trouble-shooting and monitoring of network problems.
  • Response to user needs and questions regarding network access.
  • Maintenance of up-to-date parameters of information for the network clients and electronic mail.
  • Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups. 
  • Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.

4. Provides web management services  focusing on achievement of the following results:

  •  Identification of the opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (office management system, donor profile software, knowledge management systems).
  • Creation and maintenance of the CO web site and intranet ensuring that the content is updated and meets the requirements of UNDP.

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

  • Provision of advice on and assistance in procurement of new equipment for the CO and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids.
  • Maintenance of an up-to-date inventory of the software and hardware.
  • Maintenance of the library of reference materials.
  • Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.

6. Ensures facilitation of knowledge building and knowledge sharing in the CO focusing   on achievement of the following results:

  • Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision.
  • Organization of trainings for the operations/ projects staff on ICT issues.
  • Maintenance of staff training profiles.
  • Synthesis of lessons learned and best practices in ICT.
  • Sound contributions to knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.
 

The ICT Support Associate  will have a direct reporting line to the   Head of Finance Management Service   and will be working closely with other global, regional, and country office staff, as well as UNCDF FMS.

 

Competencies

Core

  1. Achieve Results:    LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
  2. Think Innovatively:    LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 
  3. Learn Continuously:    LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
  4. Adapt with Agility:    LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible 
  5. Act with Determination:     LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
  6. Engage and Partner:    LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
  7. Enable Diversity and Inclusion:    LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies


Business Management    

  • Results-based Management :Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
  • Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients' immediate requests, Ability to anticipate client's upcoming needs and concerns.
  • Working with Evidence and Data:    Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.
  • Digital Awareness and Literacy : Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact  and empowering others to use them as needed.

Information Management and Technology    

  • IT Customer Support : Ability to support 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.
  • Network, Communication, and Infrastructure Management :Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
  • User Experience and Business Analyst :    Capacity to translate efficiently user needs into IT requirements around human-centered design  principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.

 
Required Skills and Experience

 
Education:
  • Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset.   
  • A university degree (Bachelor´s degree) in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.>
Experience:
  • Minimum of 6 years (with secondary) or 3 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, providing technical support for hardware/software or Cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems and cloud infrastructure solutions.
  • Experience working with user-centered designs and conducting user research and testing is required.
  • Experience in the usage of computers and office software packages (MS Word, Excel, etc.).
  • Experience in handling web-based management systems is required.
  • Demonstrated and substantive experience in developing web-based applications, including databases, and mobile apps is a distinct asset. 
  • Demonstrated knowledge of UN/UNDP ICT practices is desired.
  • Knowledge of UNDP policies and guidelines in the area of expertise is an advantage.

Languages

  • Fluency in French, the National Language of the duty Station 
  • Fluency in English is an asset.
     
Disclaimer

 

 
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 

 
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

 
Applicant information about UNDP rosters

 
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

 
Non-discrimination

 
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.  

 
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status. 

 
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