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Job Description

Description

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Senior Information and Communications Technology (ICT) Associates perform specialized activities pertaining to UNICEF's ICT systems including desktop administration, server operations, hardware, and software. Specialized activities may include technical support in the testing and implementation of new application system releases, modules and functionalities and systems administration tasks. This is skilled work, which may include the provision of procedural leadership to more junior staff or serve as a focal point for a systems project.

Summary of key functions/accountabilities:

ICT Office Customer Service Support:

The Senior ICT Associate is fundamentally involved in enlisting the support and cooperation of client staff from across the office in the installation and maintenance/troubleshooting of ICT applications.

S/He liaises and interacts with colleagues, users and user groups in establishing application requirements, proposing them to concerned development entity, and providing training in new systems and applications.

The Senior ICT Associate may coordinate with external service providers, such as telephony providers, and consultants, ensuring delivery of agreed services and prompt resolution of service issues.

ICT Administration:

Senior ICT Associates perform specialized IT application administration activities to ensure functionality and facilitate user interface. Accountabilities/key results include:

Analyzing functional issues, developing functional specifications and identifying the need for new systems or re-engineering/enhancements of the existing systems or applications.

Supporting the development, programming, testing, debugging and implementation of new applications and systems and customizing existing applications.

Identifying system vulnerabilities and relevant security patches; prioritizing, evaluating, testing and applying third party patches.

Providing second-level support to users on systems applications including assistance on technical issues, setting up user access security profiles, and other related user issues.

Drafting technical documentation and manuals.

Assessing training needs, developing and presenting structured and ad hoc training to users as required.

Assisting in the management of specialized ICT projects, particularly in the area of development and implementation of new systems and applications.

Preparing periodic and ad hoc reports

Skills:

Advanced knowledge of the organizations ICT regulations, rules and procedures as well as systems and applications.

In-depth knowledge of computer information systems, including micro-computer operating systems software (e.g. Windows, Linux, other apps), hardware and applications software and other office technology equipment.

Ability to develop and provide training.

Ability to correctly and promptly identify problems, develop solutions and resolve issues.

Takes responsibility to respond to service needs promptly and proactively.

Demonstrates a high degree of integrity, reliability and honors matters of confidentiality.

Ability to handle work quickly and accurately under time constraints.

Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.

Impact of Results:

Senior ICT Associates perform highly skilled ICT activities. They demonstrate initiative in the identification and resolution of issues/problems and provide substantive technical assistance to senior ICT staff in addressing systemic problems. The impact thus affects not only the design and functionality of fundamental ICT systems, but also the operational effectiveness of staff throughout UNICEF. Indirectly, their work impacts on delivery of office-wide programmes. The Senior Associates are accountable for resolving problems escalated by ICT Assistants.

To qualify as an advocate for every child you will have...

Completion of Secondary education is required, supplemented with formal training at university level in Computer Science, Information Systems, Telecommunications, Engineering. ITIL Foundation Certificate or equivalent customer support certification is an asset.

A minimum of seven years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required. For this position, a bachelor's degree from a recognized academic institution in a relevant field may replace three years of related work experience. A master's degree may replace additional two years.

Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required

Practical experience in providing technical and business Customer Support and Services is required.

Practical experience and working knowledge of various computer platforms and applications is required.

Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

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