Senior Info. Comm. Technology Associate,GS7, Fixed Term ( Open for Jordanian Only), Amman, Jordan #97472

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Technology

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favoritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfill their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nation.

How can you make a difference?

Under the overall guidance and direct supervision of the Head of ICT/T4D, the Senior ICT Associate perform procedural and specialized activities pertaining to UNICEF’s ICT systems, including desktop administration and server operations hosted in Azure/Aws. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation, managing Azure hosting, and supporting with infrastructure components Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests. Specific responsibilities are highlighted below:

1. Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure:

ICT Associates at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff.

• Activities include:
• Providing first-level support that includes receiving, processing, and logging service requests.
• Provides users with solutions to identified incidents, requests, or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes in service levels
• Ensures effective customer support in the area of Information Technology and Telecommunications by providing computer training as well as troubleshooting and ad- hoc technical assistance to the users. Support the development of an office training and support plan based upon the organizational requirements and an assessment of staff competencies and needs.
• Managing lifecycle of ICT incidents assigned to him/her in service management tool.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested.
• Maintaining and updating files (electronic and paper) and internal databases.
• Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.
• Works closely with RO and HQ colleagues to resolve technical incidents and problems from their roots while applying quick workarounds to avoid work disruptions.
• Analyses problems, identify alternatives, tests, recommends and implement solutions
• Support in creating and assigning Helpdesk work orders to different team members.

2. Manages a the Helpdesk support function team of Information and Technology professionals actively interacts with all members of the Information Management team

3. ICT infrastructure, Cloud systems, Azure services and applications are properly administered in compliance to UNICEF’s Security policies, standards and procedures.:

ICT Associates are accountable for specialized support routine ICT activities requiring thorough understanding and application of cloud servers/services, operating system, hardware and software documentation and functionality.

• Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine operation and monitoring of Azure cloud servers and services.
• Providing second-level user support/troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Performing backups of cloud servers following standard backup procedures.
• Assisting in the generation of computer reports.
• Providing on-the-job orientation for users in the use of ICT systems.
• Supports the administration of the common premises, including through management of contractors for IT and communication services for the common premises.

4. ICT Inter-Agency support and Business Continuity is well maintained

• Support Head of ICT formulates and maintains the ICT component of the Business Continuity Plan (ICT Disaster Recovery Plan).
• Support in Conducting periodical tests of the ICT DRP (Disaster Recovery Plan), reports and recommends for improvement.
• Support Head of ICT with Inter-Agency ICT Working group to leverage resources from UN sister agencies.
• Ensures maintenance of the ICT components of the MOSS (Minimum Operating Security Standards) requirements for the office.
• Provide support for emergency communications equipment including but not limited smartphones, Portable Satellite Devices, Radios in cooperation with UN Agencie

5. Assignments of additional duties and responsibilities are effectively performed.

Performs any additional assignments as requested by the supervisor.

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

• Education: Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering. ITIL Foundation Certificate or equivalent customer support certification is an asset.
  Azure Training or Certification is an asset.
  Any other IT-related certification related to the Job is an asset.
• Experience:

  • A minimum of seven years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.

  • Experience in providing assistance to users on IT products and services and use of applications and diagnostic tools is required. Minimum one year experience with Azure Technology’s is an asset.

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

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

(1) Builds and maintains partnerships (2) Demonstrates self-awareness and ethical awareness (3) Drive to achieve results for impact (4) Innovates and embraces change (5) Manages ambiguity and complexity (6) Thinks and acts strategically (7) Works collaboratively with others.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable Candidates are encouraged to apply.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Original Article