Closing date: Thursday, 26 August 2021
Organizational Context
The United Nations Industrial Development Organization (UNIDO) is the specialized agency of the United Nations that promotes industrial development for poverty reduction, inclusive globalization and environmental sustainability. The mission of UNIDO, as described in the Lima Declaration adopted at the fifteenth session of the UNIDO General Conference in 2013 as well as the Abu Dhabi Declaration adopted at the eighteenth session of UNIDO General Conference in 2019, is to promote and accelerate inclusive and sustainable industrial development (ISID) in Member States. The relevance of ISID as an integrated approach to all three pillars of sustainable development is recognized by the 2030 Agenda for Sustainable Development and the related Sustainable Development Goals (SDGs), which will frame United Nations and country efforts towards sustainable development. UNIDO’s mandate is fully recognized in SDG-9, which calls to “Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation”. The relevance of ISID, however, applies in greater or lesser extent to all SDGs. Accordingly, the Organization’s programmatic focus is structured in four strategic priorities: Creating shared prosperity; Advancing economic competitiveness; Safeguarding the environment; and Strengthening knowledge and institutions.
Each of these programmatic fields of activity contains a number of individual programmes, which are implemented in a holistic manner to achieve effective outcomes and impacts through UNIDO’s four enabling functions: (i) technical cooperation; (ii) analytical and research functions and policy advisory services; (iii) normative functions and standards and quality-related activities; and (iv) convening and partnerships for knowledge transfer, networking and industrial cooperation. Such core functions are carried out in Departments/Offices in its Headquarters, Regional Offices and Hubs and Country Offices.
The Directorate of Corporate Management and Operations (CMO), headed by a Managing Director, is responsible and accountable for the management of UNIDO’s human, financial and material resources, ensuring the capacity of the Organization to fulfil its mandate. The Directorate oversees a full range of financial, human resources management, procurements, information technology and general services to meet the needs of the Organization. Additionally, it exercises the responsibility for the ethics function in the Organization. The Directorate also provides guidance on security and safety matters and ensures the overall coordination of UNIDO’s response in this regard.
The Department of Operational Support Services (CMO/OSS) is responsible for providing diverse services in support of all UNIDO activities, both at Headquarters and in the Field, comprising procurement of goods, works and services; maintenance and further development and enhancement of the ERP and IT systems; communications, inventory and records management; archives and registry; and travel, visa, transportation and shipment services. The Department is also responsible for providing buildings management services, for the benefit of all VBOs including administration of the Common Fund for Major Repairs and Replacement as well as Catering Operations. In carrying out these activities, the Department actively supports the implementation of UNIDO’s programmes and projects towards the achievement of the ISID mandate and SDG targets.
This position is located under the Information Technology Services Division (CMO/OSS/ITS), which provides secure, reliable, effective and efficient information technology (IT) services to UNIDO, supporting the achievement of strategic objectives and ISID mandate. IT services include the underlying data center and network infrastructure, managed endpoint solutions (including but not limited to desktop computers and laptops) as well as systems for technical cooperation, administration, knowledge management, reporting and analytics, and external relations with Member States, partners and civil society.
The Division is the main actor in the implementation of IT strategies, for setting and enforcing common IT standards and best practices throughout UNIDO and for managing corporate IT services.
The Division will ensure from an operational and technical perspective that systems are implemented in an integrated, sustainable and secure manner following industrial best practices and frameworks, and providing value for the Organization in close cooperation with stakeholders focusing on cost-benefit considerations between priorities, costs, consumption, capacity, performance, and risk in pursuit of better business outcomes and overall continuous improvement of the Organization. Furthermore, the Division coordinates a Service Desk which is the single point of contact for IT-related requests for UNIDO workforce.
DUTY STATION: Vienna, Austria
DURATION: 3 months (with possibility of extension)
Main Functions
Under the supervision of the Enterprise Client Services Lead and overall guidance of the Chief of Information Technology Services Division, the IT Support Consultant will:
Act as point of contact for responding, resolving, escalating and tracking all incidents and service requests received by the UNIDO IT Service desk.
Deploy, test, maintain and support UNIDO’s standard desktops, laptops and other IT equipment.
Perform IT assets management for desktops, laptops and other IT equipment
Provide user-account management support for various IT application systems
Provide technical assistance for on-going operations of various UNIDO application systems including the legacy systems.
Perform provision of technical support for video conferencing including webinar;
Participate in various IT projects, including implementation of new hardware, software and application systems.
Maintain UNIDO public web pages, Open Data Platform, Intranet, TopDesk and other web application systems.
Provide first and second level support, addressing ERP related incidents, issues and requests. Maintain various ERP common maintenance tables (CMT) and other systems master data.
Receive and analyze ICT security alerts regularly and take corrective measures as per the established procedures for the IT Service Desk.
Contribute to the development and maintenance of ITS SOPs, Work Instructions as well as work related documents.
Contribute to the development and maintenance of IT systems user guides, manuals and FAQs.
Prepare ITS outreach materials including announcements, flyer articles, newsletters, key messages, and other communication materials.
Perform any other related duties as assigned.
Core Competencies
Core Values
WE LIVE AND ACT WITH INTEGRITY: work honestly, openly and impartially.
WE SHOW PROFESSIONALISM: work hard and competently in a committed and responsible manner.
WE RESPECT DIVERSITY: work together effectively, respectfully and inclusively, regardless of our differences in culture and perspective.
Key Competencies
WE FOCUS ON PEOPLE: cooperate to fully reach our potential -and this is true for our colleagues as well as our clients. Emotional intelligence and receptiveness are vital parts of our UNIDO identity.
WE FOCUS ON RESULTS AND RESPONSIBILITIES: focus on planning, organizing and managing our work effectively and efficiently. We are responsible and accountable for achieving our results and meeting our performance standards. This accountability does not end with our colleagues and supervisors, but we also owe it to those we serve and who have trusted us to contribute to a better, safer and healthier world.
WE COMMUNICATE AND EARN TRUST: communicate effectively with one another and build an environment of trust where we can all excel in our work.
WE THINK OUTSIDE THE BOX AND INNOVATE: To stay relevant, we continuously improve, support innovation, share our knowledge and skills, and learn from one another.
Minimum Requirements
Education
Completed secondary education, such as high-school diploma in computing or IT-related area, is required. Credit towards total working experience may be considered on a year-by-year basis, up to maximum of four years, for a first university degree or equivalent diploma, in a field relevant to the post.
Languages
Fluency in written and spoken English, is required. Fluency and/or working knowledge of another official UN languages and/or German is an asset.
Computer Skills
Knowledge of office productivity applications (such as MS Office products), and a good understanding of computer systems, remote connectivity and mobile devices;
Experience in using professional IT service management tool such as TopDesk, JIRA, OTRS, SolarWind, Service Now, etc.;
Experience in IT assets management and software deployment tools such as LAN Sweeper and PDQ is desirable;
Experience in Account Management in Microsoft Active Directory and Microsoft Exchange is preferred;
Experience in providing user support and technical assistance for SAP system or comparable complex ERP systems is highly desirable;
Experience in SAP user and account management using SAP Solution Manager is highly desirable;
Working knowledge of the web development process and experience in content management system such as DRUPAL is highly desirable.
Field of Expertise
A minimum of (6) six years of working experience in the area of IT Service desk or IT support, is required.
Thorough understanding of relevant office procedures and practices, preferably within the UN system or in a multicultural environment.
Relevant certifications such as ITIL Foundation in IT Service Management is an asset.
Good organizing skills and ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking.
Strong customer relations skills with ability to analyze incidents and provide problem resolution support in a timely and efficient manner.
This appointment is limited to the specified project(s) only and does not carry any expectation of renewal.
Employees of UNIDO are expected at all times to uphold the highest standards of integrity, professionalism and respect for diversity, both at work and outside. Only persons who fully and unconditionally commit to these values should consider applying for jobs at UNIDO.
All applications must be submitted online through the Online Recruitment System Correspondence will be undertaken only with candidates who are being considered at an advanced phase of the selection process. Selected candidate(s) may be required to disclose to the Director General the nature and scope of financial and other personal interests and assets in respect of themselves, their spouses and dependants, under the procedures established by the Director General.
NOTE: The Director General retains the discretion to make an appointment to this post at a lower level.
To apply for this job please visit www.unido.org.
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