INFORMATION SYSTEMS OFFICER (Service Management), (TJO)

Org. Setting and ReportingThe temporary position is located within the United Nations Support Office in Haiti (UNSOH). Pursuant to Security Council resolution 2793 (2025), UNSOH has been mandated to provide support; primarily to the Gang Suppression Force (GSF), the United Nations Integrated Office in Haiti (BINUH), the Haitian National Police (HNP), and the Haitian Armed Forces in the context of any joint operations with the GSF. Additionally, UNSOH is tasked with delivering technical assistance to the Organization of American States (OAS). The incumbent works in the Service support team within the Field Technology Section (FTS), part of the Service Management Unit (SMU). SMU provides first-level ICT support to mission clients, manages service desk operations, and ensures compliance with organizational standards and ITIL-based service management frameworks. The unit acts as the single virtual point of entry for customer support, routing requests electronically to technical resolution teams, monitoring client experience, and driving continuous service improvement programs. SMU also oversees disaster recovery exercises, IT security assessments, compliance reporting, and risk mitigation plans. The position is based in Port-au-Prince and is located in the Field Technology Section, in the Service Management Unit. The Information Systems, P-3 will report to the Chief of Unit, Information Systems and Telecommunications. ResponsibilitiesWithin delegated authority, the Information Systems Officer, P-3, will be responsible for the following duties: • Manages the Information Systems Unit; plans and directs all major information systems projects within the mission, monitoring the progress of the systems analysis, design, development, testing and implementation of new, moderately complex systems, and/or, participates as a member of a team with responsibility for major components of the more complex systems; • Manages the Information Systems Unit budget, formulating and monitoring budget allocations and expenditures, verifying funding and ensuring no overrun occurs; • Develops technical specifications for the procurement of equipment and contractual services, and coordinates the technical evaluation of offers and proposals received; • Handles all aspects of contractual administration including establishment of service level agreements with vendors and chargeback policy for users; • Develops, implements and monitors information system standards, guidelines and procedures; • Develops detailed systems and other functional specifications and user documentation for systems required; • Provides specialized advice to users, analyzing user’s requirements and translating these into new applications; determines application systems integration and linkage issues; • Maintains, upgrades or enhances existing user systems; troubleshoots and provides continuing user support, to include resolving difficult problems, advising on the use of new technologies, monitoring transactions to measure performance and continued effectiveness of assigned systems, etc; • Develops training materials, operating and user manuals; trains staff in assigned systems; • Develops disaster recovery plans relating to information systems and ensures appropriate planning and training of those responsible; • Participates in writing reports and papers on systems-related topics, system requirements, information strategy, etc; • Performs other duties as required. CompetenciesProfessionalism: The Information Systems Officer in the Service Management Unit must possess comprehensive knowledge of ITIL-based service management frameworks and best practices to oversee service desk operations, incident/problem/change management, and continuous service improvement initiatives that ensure high-quality first-level ICT support delivery. Expert understanding of contract lifecycle management, IT asset management systems (hardware/software inventory, licensing compliance, procurement processes), and vendor performance monitoring is essential for effective oversight of organizational ICT resources and service level agreements. Strong expertise in information security governance, risk management frameworks (ISO 27001, NIST), disaster recovery planning, and business continuity operations is required. Shows pride in work and 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. Planning and Organizing: Develops clear goals that are consistent with agreed strategies; Identifies priority activities and assignments and adjusts priorities as required; Allocates appropriate amount of time and resources for completing work; Foresees risks and allows for contingencies when planning; Monitors and adjusts plans and actions as necessary; Uses time efficiently. 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. EducationAdvanced university degree (Master’s degree or equivalent) in information systems, computer science, mathematics, statistics, geospatial technology or related field, is required. A first-level university degree in combination with additional two years of qualifying experience may be accepted in lieu of the advanced university degree. Job - Specific QualificationKnowledge of information systems as it relates to application development and support, database management, high level programming, scripting and query languages, document design and management information systems, knowledge of ITIL service management frameworks and service desk operations is required. Conceptual and strategic analytical capacity to understand information systems and business operational issues, including ability to conduct cost-benefit analyses and optimize ICT resource allocation is required Ability to manage a diversified team of experts in the design and support of Information systems, knowledge of IT asset and contract lifecycle management, including procurement and vendor relationship management is required Good knowledge of organization's information systems, communications infrastructure, information security governance, risk management, and disaster recovery frameworks is required. Work ExperienceA minimum of five (5) years of progressively responsible professional experience in planning, design, development, implementation and maintenance of computer information systems or related areas, including experience in developing and overseeing large centralized and globally distributed enterprise-level systems, experience in ICT service management, including leading service desk operations and implementing ITIL-based frameworks is required. Two (2) years providing services in the field of information systems or related area to or in a field operation of the United Nations common system or comparable international organization, experience collaborating with stakeholders across multiple departments or field locations to align ICT service delivery with organizational objectives is required. Two (2) years’ experience in the field of information systems or related area in a conflict or post-conflict setting is required. Experience in carrying out administrative functions of a Unit, which would include preparation of budget/cost estimates, reporting on budget/programme performance, procurement of goods and services along with contract management, asset lifecycle management and the recruitment of staff, is required. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. French is desirable. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).