Duties and Responsibilities 1) Ensure reliable and efficient incident identification and resolution: To provide Tier-2 level analysis and resolution in areas of UNDP IT applications and platforms, IT infrastructure, Microsoft collaboration tools using the ITSM. To provide Tier-1 support on complex cases and to follow-up issues to different support teams if needed. To document Frequently Asked Questions (FAQs) and lessons learned. To identify/spot user trends and issues and escalate these to appropriate teams including United Nations International Computing Center (UNICC) and Production Support team. 2) Participate in system enhancements and end-user trainings: To participate in the testing of new Atlas modules and system enhancements, corporate applications including collaboration tools providing feedback to developers, track leaders and business focal points. To develop and to customize training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required. 3) Provide support for corporate assistance and improvements: To provide emergency support assistance or facilitation in operations for country offices at times of crisis or lack of capacity. To advise on the development and support of new functionalities, as well as enhancements to existing corporate applications including collaboration tools. To provide quality information or solutions for the unit’s FAQ site as part of the unit’s e-support strategies. To perform other helpdesk duties and responsibilities as required by the Global Service Desk Chief. Competencies Core Innovation Ability to make new and useful ideas work Leadership Ability to persuade others to follow People Management Ability to improve performance and satisfaction Communication Ability to listen, adapt, persuade and transform Delivery Ability to get things done while exercising good judgement Technical/Functional Client Orientation Ability to understand and resolve clients’ needs Professionalism Ability to demonstrate sound knowledge of corporate applications Teamwork Ability to interact and collaborate to achieve team’s goals Incident Management Ability capture and analyse systematically issues/cases reported Problem Resolution Ability to categorize and assist in resolving complex and related issues/incidents Required Skills and Experience Education: Master’s degree in Management, Business and/or ICT related area with 2 years’ experience, or Bachelor’s degree with at least 4 years of relevant experience. ITIL Basic Foundation is a plus Experience: At least 2 years of relevant experience in a global helpdesk environment At least one year of hands on experience in PeopleSoft Financials 9.0 and above. Strong knowledge of UNDP Financials and Project Management knowledge preferable. Familiarity with SharePoint and Microsoft collaboration tools. Proven track record of working and contributing positively in a team environment. Language Requirements: Excellent oral and written communication skills in English, knowledge of other UN Language (Arabic, Chinese, French, Russian, or Spanish) is a valuable asset. Disclaimer Important applicant information Internal mobility at GSSU is strongly encouraged and we reserve the right to reassign the newly appointed staff members with similar skillset and educational qualifications for similar functions and job categories at the same level in GSSU. The internal lateral movements will be determined based on the needs of the organization while allowing the newly recruits to broaden their skills, build networks and gain fresh experience and to better align their profiles with the jobs. All posts in the GS categories are subject to local recruitment. Applicant information about UNDP rosters Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements. Workforce diversity UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence. Scam warning The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
