Org. Setting and Reporting

This position is located in the Solutions Transformation (ST) Team in the Software Products for Member States Unit (SPMS), Digital Transformation and Solutions (DTS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna (UNOV)/ United Nations Office on Drugs and Crime (UNODC), in Vienna (Austria). The incumbent will work under the direct supervision of the Support Team Lead, Software Products for Member States (SPMS), and the overall guidance of the Chief of the Information Technology Service (ITS).

Responsibilities

The incumbent will contribute to the software support and maintenance of the unit’s software solutions. S/he will assist in catering for a select number of member states, that have complex implementation, advanced engagements with UNODC and specific requirements for the software provided by UNODC. The incumbent will contribute to product and technology support activities in the software development lifecycle and work closely with product managers, developers, and users. Within assigned authority, the incumbent will perform the following specific duties: • Investigate and address support tickets of medium complexity, collaborating closely with the product development team. • Work closely with other support engineers to receive escalation and resolve issues efficiently. • Coordinating day-to-day availability for ticket work with Support Team Lead. • Collaborate with developers to gain insights into complex technical problems and contribute to effective solutions. • Maintain and update a centralized knowledge base containing solutions, workarounds, and best practices. Design, create, produce, and maintain technical documentation, FAQs and how-tos. • Establish and document procedures and troubleshooting steps for recurring issues to facilitate efficient problem resolution. • Establish and monitor Key Performance Indicators related to support and resolution times and quality, provide regular reports to SPMS product management. • Stay abreast of industry best practices in support and development. • Propose and implement improvements to support processes based on industry standards and evolving technologies. • Update testing documentation based on resolution and software updates, ensure inclusion in future regression and other testing regimes. • Develop and maintain expertise in .NET, Angular, and SQL technologies. • Provide training and guidance to junior support engineers on these technologies. • Utilize JIRA and Confluence for issue tracking, collaboration, and documentation purposes. Ensure accurate and up-to-date information is available in these tools. • Generate reports on support activities, highlighting trends, and proposing proactive solutions to prevent recurring issues. • Communicate effectively with cross-functional teams, providing timely updates on issue resolution and collaborating on long-term solutions. • Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. • Assist with visualizations and updating information material such as web pages or brochures. • Perform any other work-related duties as required.

Competencies

Professionalism: Has knowledge of systems design, and development, management, implementation and maintenance of information systems. Is able to develop and manage centralized or decentralized institutional systems. Has conceptual and strategic analytical capacity to understand information system and business operational issues so as to thoroughly analyze and evaluate critical systems matters. Has good knowledge of a range of computer languages and development paradigms, has knowledge of organization's information infrastructure and IT strategy as it relates to user area(s). Has ability to analyze and interpret data in support of decision-making and convey resulting information to management. 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work. • Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others' ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. • 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.

Education

High school diploma or equivalent. ITIL Foundation Certificate in IT Service Management is desirable.

Job - Specific Qualification

ITIL Foundation Certificate in IT Service Management is desirable.

Work Experience

A minimum of five years of progressively responsible experience in a client-facing IT support engineer role for systems using Microsoft’s stack .NET/C#, ASP.NET, SQL is required. The minimum number of years of relevant experience is reduced to three for candidates who possess a first-level university degree or higher. Experience investigating and resolving production is required Experience with agile development approaches and associated development techniques is desirable. Experience working in .Net associated technologies is desirable. Experience in Fintech, Regtech is desirable Work experience within the United Nations system or similar international organization is desirable. Experience in data analytics or related areas is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of French and/or Spanish are an advantage. Knowledge of another United Nations official language is an advantage.

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. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. Non-local candidates will be considered only when no suitable candidate from the duty station is identified and will be subject to local recruitment. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

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.