Senior Information Technology Assistant (Business Engagement)

Org. Setting and ReportingECA's mission is to deliver ideas and actions for an empowered and transformed Africa; informed by the 2030 Agenda and Agenda 2063. The mission is guided by ECA's five strategic directions which are: advancing ECA's position as a premier knowledge institution that builds on its unique position and privilege to bring global solutions to the continent's problems and take local solutions to the continent; developing macroeconomic and structural policy options to accelerate economic diversification and job creation; designing and implementing innovative financing models for infrastructure, and for human, physical and social assets for a transforming Africa; contributing solutions to regional and transboundary challenges, with a focus on peace security and social inclusion as an important development nexus; advocating Africa's position at the global level and developing regional responses as a contribution to global governance issues. This position is located in the Information and Communications Technology Services Section (ICTSS) of the Division of Publications Conference and Knowledge Management (PCKMD) at the United Nations Economic Commission for Africa in Addis Ababa, Ethiopia. The incumbent will work under the general guidance of the Chief, ICTSS and under direct supervision of the Information Systems Officer, Core Infrastructure Unit: ResponsibilitiesWithin delegated authority, the Senior Information Technology Assistant will be responsible for the following duties: Business Engagement and Client Support • Serves as the first point of contact between ICTSS and business units, ensuring user needs and requirements are captured and translated into ICT solutions. • Supports the design and delivery of ICT services aligned with organizational strategies and priorities. • Maintains strong client relationships through regular communication, feedback collection, and follow-up on service delivery. • Tracks client requests and ensures timely resolution in line with service standards. • Prepares briefing notes, status reports, and presentations for senior management and stakeholders. Cost Recovery Framework • Contributes to the development, implementation, and continuous improvement of the ICTSS cost recovery framework. • Collects, analyzes, and validates data related to ICT services, costs, and resource utilization. • Contributes to the development of service catalogue items. • Assists in preparing cost models, pricing strategies, and reports that promote transparency and accountability. • Coordinates with finance, budget, and ICT teams to ensure alignment with UN Secretariat financial rules and regulations. • Monitors cost recovery performance and provides recommendations for optimization. Project and Change Support • Assists in documenting business cases, project charters, and user requirements for ICT initiatives. • Supports change management activities, including user awareness sessions, training coordination, and feedback collection. • Prepares user guides, communication materials, and FAQs to enhance adoption of ICT solutions. • Acts as the Product Owner in the Scrum management process. Data and Knowledge Management • Collects and analyzes data for performance measurement and decision-making. • Assists with the preparation of dashboards, data visualizations, and reports for internal and external audiences. • Supports knowledge management efforts, including updating web pages, maintaining repositories, and sharing best practices. Other Duties • Keeps abreast of new technologies, business analysis practices, and UN policies. • Provides guidance and training to junior staff or interns as required. • Performs other related duties as assigned. CompetenciesProfessionalism: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. 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. Able to perform analysis, modeling and interpretation of data in support of decision-making. 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. Technological awareness: Keeps abreast of available technology. Understands applicability and limitations of technology to the work of the office. Actively seeks to apply technology to appropriate tasks. Shows willingness to learn new technology. EducationHigh school diploma or equivalent is required. Knowledge of information technology and applications, including computer system networks is desirable. Good technical skills, ability to conduct network maintenance, provide server services and user support is desirable. Job - Specific QualificationNot available. Work ExperienceA minimum of ten years (10) of progressively responsible experience in ICT service support, client engagement, business analysis, or related area is required. The minimum years of relevant experience is reduced to eight (8) for candidates who possess a first-level university degree or higher. Experience with financial management or cost recovery models is desirable. One year or more of experience 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. 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).