Background
As a key component of the strategic direction of the UNDP Bureau for Management Services (BMS), and with an emphasis on cost-effective operations and a client-oriented approach, the Global Shared Services Centre (GSSC) combines resources from its main centres in Copenhagen and Kuala Lumpur, and its regional service centres in Amman, Addis Ababa, Dakar, Istanbul, and Panama. It delivers high-quality services in areas such as Payroll, HR Administration, Recruitment, Accounts Receivable, Accounts Payable, Fixed Assets, General Client Inquiries, Reporting, and Quantum support to UNDP offices and external client entities worldwide. Through its functional service lines, the GSSC ensures high-quality and timely delivery of services to 170+ UNDP country offices, regional and central bureaus and more than 70 other UN clients.ย
The ICT team plays a crucial role in the GSSC as reliance on digital technology continues to increase in all office operations and service delivery.ย The team drives UNDPโs digital transformation efforts in the GSSC to better enable, leverage and deploy technology solutions that help the GSSC implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and clients.ย
Under the guidance of the Deputy Director GSSC and direct supervision of the Operations Manager, the ICT Analyst manages ICT services, develops and implements ICT management systems, provides information management tools and technology infrastructure in the GSSC.ย Theย ICTย Analyst isย responsibleย forย reviewย ofย and advisingย onย theย useย ofย newย technologies that will enhance the GSSC productivity. The ICT Analyst promotes a client-oriented approach.
Theย ICTย Analystย headsย theย ICTย Team andย supervises the ICTย staff. Theย ICTย Analyst worksย in close collaboration with service delivery and other GSSC teams, UNDP HQ staff, Regional Information Officer (RIO), the Regional Bureau Information Manager (RBIM), and ITM staff to resolve complex ICT- related issues and contribute to GSSC operations and service delivery.
The ICT analyst is also responsible for the procurement, upgrading, disposal, budgeting, and planning of GSSC IT equipment, which comprises over 500 PCs/laptops and other accessories spread across eight geographical locations (Kuala Lumpur, Copenhagen, Panama, Dakar, Addis Ababa, Istanbul, Bangkok, and Amman).
UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
Duties and Responsibilities
1.)ย ย Ensure implementation of ICT strategies as well as introduction and implementation of new technologiesย across all GSSC locations.
Ensure full compliance with corporate information management and technology standards, guidelines and procedures for the GSSC technology environment. Provide leadership of the ICT team for effective and client-oriented services. Analyze the requirement for and elaborate internal policies and procedures on the use of ICT.ย Initiate GSSC ICT business process mapping and elaboration/establishment of internal Standard Operating Procedures (SOPs) in ICT management; and control the workflows in the ICT team. Participate in office business process re-engineering activities and ensure that business needs drive IT solutions related to corporate resource management. Conduct market research and analysis and introduce new technology for GSSC system updating and improvement. Provide advice on and assistance in procurement of new ICT equipment for the GSSC; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids.ย ย Participate in and provide expert advice and services for the whole duration of ICT procurement/ tenders related to software development, hardware, building of data centers, and complex network settings for partners.ย Develop and update the ICT annual plan and road map. Develop and update the business continuity and disaster recovery plans, and ICT infrastructure and training plans. Follow up on their implementation. Provide support to the use of ERP functionality for improved business results and improved client services. Develop and implement GSSC information and documentation management system in accordance with UNDP policy and the GSSC needs.ย2.) Manage GSSC hardware and software packages across all GSSC locations.ย
Ensure GSSC hardware and software platforms meet the UNDP corporate standards and needs of key GSSC business processes. Provide advice on maintenance of equipment and acquisition of hardware supplies. Prepare strategy for the upgrades and replacement of the existing office hardware and software infrastructure. Supervise the implementation of corporate UNDP ICT systems, where applicable. Supervise replacement of specific hardware components. Supervise and advise on procurement or development of specific software systems. Procurement, upgrading, disposal, budgeting, and planning of GSSC IT equipment, which comprises over 500 PCs/laptops and other accessories spread across eight geographical locations (Kuala Lumpur, Copenhagen, Panama, Dakar, Addis Ababa, Istanbul, Bangkok, and Amman).3.) Manage engagement with GSSC teams to ensure their automation and digitalization needs are met.ย
Develop new software and oversee development of the new software packages (in-house or on the market), as required, for high impact results (e.g. office management system, electronic registry, intranet, etc).ย ย Develop new automation tools using UNDP corporately developed platforms. Develop Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle.ย Provide in-house development of tools for service delivery teams and operations when needed. Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (e.g. office management systems, donor profile software, knowledge management systems). Provide technical advice on web applications, development, management, hosting, publication, and maintenance.4.) ย Ensure efficient network administration.
Monitor computing resources to provide a stable and responsive environment. Review reports on the network performance and issues and take corrective actions. Operate network utility procedures, define network users and security attributes, establish directories, menus and drive-mappings, configure network printers and provide user access. Ensure UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks. Monitor cloud-based backup and restoration procedures and compliance for both server and local drives. Ensure timely upgrade of LAN infrastructure and Internet connectivity to meet UNDP requirements. Provide technical advice on network administration to other agencies as required.ย Regularly reviewย parameters of information for the network clients and electronic mail. Trouble-shoot and monitor network problems. Prepare cost recovery methodology and calculations in order to provide transparent, timely and precise cost recovery of ICT services. Provide the input for and monitor the preparation of cost recovery bills. ย5.)ย Ensure facilitation of knowledge building and knowledge sharing in the GSSC.
Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision.ย Organize training for the operations/service delivery staff on ICT issues. Synthesize lessons learned and best practices directly linked to ICT management. Provide sound contributions to knowledge networks and communities of practice.ยThe incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization
Competencies
Core Competencies
Achieve Results
LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work
Think Innovatively
LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking
Learn Continuously
LEVEL 2: Go outside comfort zone, learn from others and support their learning
Adapt with Agility
LEVEL 2: Adapt processes/approaches to new situations, involve others in change process
Act with Determinationย
LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously
Engage and Partner
LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships
Enable Diversity and Inclusion
LEVEL 2: Facilitate conversations to bridge differences, considers in decision makingย
People Management Competencies
UNDP People Management Competencies can be found in the dedicatedย site.ย
Cross-Functional & Technical Competenciesย
Business Direction & Strategy
System Thinking
Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
Business Management
Portfolio Management
Ability to select, prioritise and control the organization's programmes and projects in line with its strategic objectives and capacity Ability to balance the implementation of change initiatives with regular activities for optimal return on investment. Knowledge and understanding of keyprinciples of project, programme, and portfolio management
Working with Evidence and ย Data
Ability to inspect, cleanse, transform and model data with the goal of ย discovering useful information, informing conclusions and supporting decision-making.
Digital Awareness and Literacy
Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. Knowledge of the usage of digital technologies and emerging trends.
Information Management & 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.
User Experience and Business Analyst
Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.
Network, Communicationย and Infrastructure Management
Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
Required Skills and Experience
Education:
Advanced university degree (master's degree or equivalent) in Information Systems, Information Management, Computer Science, Software Development or related field is required. ย ORย A first-level university degree (bachelorโs degree) in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree. Certifications in CCNP, MSCA, MSCE or MCP are an asset.Experience:
Minimum of 2 years (with masterโs degree) or 4 years (with bachelorโs degree) of relevant experience that includes development and implementation of ICT strategies; web design and development of web-based office applications; providing technical support for Cloud ERP environments; management and supervision of ICT services and teams; working with hardware and software platforms, and telecommunications facilities; and applying advanced knowledge of database applications, web-based and cloud infrastructure management systems.ย Experience working with user-centered designs and conducting user research and testing is desired.ย Prior work experience in management and supervision of ICT services and teams in multicultural settings is desirable. Prior experience and knowledge of application of UN/UNDP policies and guidelines is an advantage. Experience with ICT process reengineering is desirable. Experience in IT network maintenance, support and management is required. This includes the monitoring of bandwidth usage, the management of effective IT helpdesk services, and the provision of efficient end-user support. ย Experience in the procurement, upgrading, disposal, budgeting and planning of IT equipment is an advantage. Fluency in English is required. Fluency in Bahasa Malaysia is required for local staff.Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.ย
UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.
Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.ย
Probation
For all new UNDP fixed term appointments (FTA), including for staff members being transferred or seconded to UNDP under the Inter-Organization Agreement concerning Transfer, Secondment or Loan of Staff, on an appointment of more than one year, continuation of the appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.
Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement.ย 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.
Scam alert
UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.
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