Associate ICT Officer at United Nations Volunteers (UNV)

VMAM Code: NGAR000181-10582
Location: Maiduguri, Borno
Host Entity: UNHCR
Expected Starting Date: 01 December 2021
Duration: 12 months with possiblity of extension

Description of Task

• Under the direct supervision of Admin Officer and the overall supervision of the Division of Information Systems and Telecoms (DIST) Chief ICT Field Operations, the UN Volunteer will undertake the following tasks:

In Particular, S/he will:

• Oversee daily Business-As-Usual operational decisions, including incident, problem, change, service request, and asset management.
• Prepare an IT Operations Plan and forecast annual IT budget needs, including lifecycle management, application licensing, maintenance, recurring, and capital expenditures providing input to the Annual Programme Review
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements reporting non-compliance as appropriate
• Assist and advise offices in the recruiting and providing training to ICT staff and End Users.
• Leverage the broader IT community (UNHCR, UN agencies, partners, and external providers) to deliver the most efficient and cost-effective solutions to the business. May represent UNHCR IT in inter-agency and other external meetings
• Serve as primary escalation point for end-user and operational issues (Incidents & Service Requests) not resolved within established SLA's; coordinate with MSPs to expedite resolution including prioritization and escalation of SLA performance breaches to supervisor or responsible service tower owner
• Monitor, analyze, and report on system and infrastructure performance and capacity in a timely manner and ensure that service owner take appropriate action.
• Recommend, and implement approved, service delivery process improvements. Define support processes in accordance with ITIL best-practices.
• Actively participate in ICT related meetings to ensure that all decisions taken meet UNHCR’s operational and security requirements.
• Ensure solutions are of high-quality from a technical perspective and that end-user support is responsive and effective
• Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed and the ITSM databases are up to date.
• Provide coaching and training to ICT staff, end-users and raft procedures and instructions to promote a better understanding of the use of the ICT equipment.
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements reporting non-compliance as appropriate.
• Work closely with UNHCR SDMs and MSPs to carry out problem management and root cause analysis and prevent recurrence of critical problems by executing approved changes.
• Liaise and negotiate, when necessary, with relevant regulatory bodies to ensure all required permissions to operate UNHCR networks are granted
• Act as a Service Delivery Manager (SDM) and oversees the delivery of technology services to customers. The manager follows established ICT principles, operational guidelines, and service level agreements to ensure consistently high-level service performance.
• Provide accurate and timely information on operational status and reports to management.
• Perform other related duties assigned.

Qualifications / Requirements
Required Degree Level:

• Bachelor Degree or equivalent

Educational Additional Comments:

• Bachelor’s Degree in Computer Science, Information Technology, or related fields with good knowledge of ICT networks, Microsoft applications, Satellite and security telecommunications, CISCO Networking Devices; ITIL certification to the V3 Foundation level will be an added advantage.

Required Experience:

• 48 Months

Experience Remark:

• A minimum 4-year experience in IT including managing IT service delivery with SLA based delivery of both centralized and decentralized applications, systems, and services
• Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement
• Experience working in a matrixed team to ensure collaborations and effective operations across multiple organizations.
• Good understanding of energy/power related systems.
• Good analytical, Innovation and Creativity and Technological Awareness skills.
• Ability to influence, manage and lead negotiations with stakeholders. Strong interpersonal skills that include effective communications (both verbally and written) at all levels, to technical and non- technical audiences.
• Practical experience working in the deep field.
• Experience working with an external managed service provider for ICT infrastructure maintenance and support.

Eligibility Criteria:

• Minimum age: 25 years old. Nationals of the country of assignment are not eligible, except the assignments in Headquarters duty stations.

Language Skills:

• English(Mandatory), Level - Fluent

Area of Expertise:

• Telecommunications systems

Area of Expertise Details:

• Experience working with an external managed service provider for ICT infrastructure maintenance and support.
• Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement
• Driving license

Competencies Values:

• Accountability, Adaptability and Flexibility, Commitment and Motivation, Commitment to Continuous Learning, Communication, Integrity, Planning and Organizing, Professionalism, Technological Awareness, Working in Teams