SENIOR INFORMATION SYSTEMS ASSISTANT

Org. Setting and ReportingThe United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the representative office of the Secretary-General. UNON supports programme implementation of the UN Environment Programme (UNEP), UN Resident Coordination System (RCS) and the UN Human Settlements Programme (UN-Habitat) globally, as well as other UN offices in Kenya, by providing administrative, conference and information services (www.unon.org). This post is located in the Nairobi duty station, the Information and Communications Technology Service (ICTS) within the Division of Administrative Services, UNON. The incumbent reports to the Chief of the Business Relationship Management team. ResponsibilitiesWithin delegated authority, the Senior Information Systems Assistant will be responsible for the following duties: • Reviews and updates KPI quarterly reports aligned with SLA’s and close coordination with Client Service Support and application development team. • Organizes business analysis meetings, reviews client requirements, and maps them to existing ICTS services in coordination with service owners, leveraging data-driven approaches to capture and analyze stakeholder needs. • Facilitates the introduction of new clients by aligning identified service needs with ICTS offerings, ensuring an efficient onboarding process supported by business intelligence insights and performance metrics. • Maintains positive client relationships through structured communication plans, regular feedback mechanisms, and the collection and analysis of client feedback data to inform service improvements. • Prepares comprehensive reports, dashboards, and data visualizations to convey information to management, summarize key findings, and support strategic decision-making through business intelligence tools. • Reviews and updates the ICTS Service Catalogue, rate cards, and SLA processes for new and existing clients, integrating data analysis to monitor service performance and identify trends. • Designs, develops, and maintains client-facing documentation for relevant services, systems, and products; oversees updates in line with change management and operational procedures. • Contributes to the development and improvement of internal processes and standard operating procedures supporting the BRM function, applying business intelligence and data analysis to optimize workflows and enhance operational efficiency. • Drafts correspondence, outreach campaigns, and communications (including work plan revisions), prepares inputs for periodic reports, and utilizes analytic insights to tailor messaging and track engagement outcomes. • Keeps abreast of developments in the field, conducts research and benchmarking on new technologies, proposes acquisitions, and supports implementation of new solutions, integrating business intelligence assessments and data-driven evaluations. • Conducts regular data analyses on service usage, client engagement, and operational metrics to identify opportunities for improvement, predict trends, and deliver actionable intelligence to stakeholders. • Works collaboratively with cross-functional teams to design and implement business intelligence solutions, ensuring robust data collection, reporting mechanisms, and analytic support for ICTS operations. CompetenciesPROFESSIONALISM: Knowledge of information and communications technology (ICT) project management and business analysis methodologies. Knowledge of organizational information framework and enterprise application systems. Knowledge of system development workflow and document flow processes, ability to conduct research and gather information from a wide variety of standard and non-standard sources. Ability to respond to changing requirements and assignments, ability to apply good judgment in the context of assignments given. The ability to perform analysis, modeling and interpretation of data in support of decision-making. 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. PLANNING & ORGANIZING: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments. 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. EducationCompletion of high school diploma or equivalent is required. Additional training and a technical or vocational certificate in information technology, computer science or other related areas is required. Job - Specific QualificationA certification in Project management, data analysis and reporting, ITIL or BRM is desirable. Work ExperienceA minimum of ten (10) years of experience in information systems analysis, data analysis, data reporting, information management, business relationship management, technical writing, customer relations, business intelligence, or a related area is required. Experience with Microsoft business intelligence tools such as Power BI, SQL Server Reporting Services (SSRS), or similar platforms; Familiarity with other major business intelligence suites including but not limited to Tableau, QlikView, or SAP BusinessObjects is desirable. Experience with delivering and monitoring service delivery to a diverse client base is desirable. Experience using Enterprise Resource Planning System (ERP) systems is desirable. Work experience of one (1) year or more in data analytics or related area is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. 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).