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Information Systems Officer (Head of Service Desk)
JO 239721
Level: P-3
Duty Station: New York, US
Deadline: 6 September 2024
Org. Setting and Reporting
The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG is, in turn, assisted in this function by the Office of Investment Management (OIM). OIM manages a $90+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM’s staff are all based in New York but come from over 30 countries. For more information please visit OIM's website at https://oim.unjspf.org/. This position is located in the Operations and Information Systems Section of the Office of Investment Management (OIM). The incumbent reports to the Senior Information Systems Officer.
Responsibilities
Within limits of delegated authority the Information Systems Officer may be responsible for the following duties:
- Supervises team that provides responses to requests for technical assistance in person, via phone,and or electronically.
- Provides guidance to team in Troubleshooting computer hardware, software or network issues. Researches, analyzes and evaluates new technologies and makes recommendations for their deployment.
- Provides specialized advice to users, analyzing users' requirements and translating these into new applications; determines application systems integration and linkage issues.
- Researches, recommends and implements relevant technologies to streamline day to day operations.
- Maintains, upgrades or enhances existing user systems; troubleshoots and provides continuing user support, to include resolving difficult problems, advising on the use of new techniques, monitoring transactions to measure performance and continued effectiveness of assigned systems, etc.
- Maintains a configuration management database and inventory of assets.
- Develops and maintains software platforms and applications required for Service Management and requiring integration of many interrelated systems; ensures appropriate data security and access controls considering both local and remote users.
- Organizes and performs unit and integrated testing, designing and utilizing test bases; assists users in acceptance testing.
- Oversees monitoring, response and intervention for IT related security incidents and violations and site outages.
- Develops training materials, operating and user manuals; trains staff in assigned systems.
- Assists in developing disaster recovery plans and ensures appropriate planning and training of those responsible.
- Researches, analyzes and evaluates new technologies and makes recommendations for their deployment.
- Participates in writing reports and papers on systems-related topics, system requirements, information strategy, etc.
- Supervise that all Service Desk interactions are logged, also assigns, diagnoses and resolves technical hardware and software issues.
- Facilitates communications between OIM and its clients for good client relations. Serves as coordinator in the development of Service Level Agreements (SLAs) between the client and OIM, for either specific IT services or general technology support, including any charge back mechanisms.
- Handles some aspects of procurement from vendors including training, warranty, SLAs etc. for software and endpoints managed by the Service Desk.
- Provides guidance to, and supervises, new/junior staff, consultants, etc.
- Collects and analyzes data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-driven planning, decision-making, presentation and reporting.
Competencies
- Professionalism: Knowledge of information technology/information management, particularly in systems analysis, database design and programming. Knowledge of several high level programming languages and significant exposure to and demonstrated proficiency in all aspects of programming and analysis, includingstructured/object-oriented design, relational systems, scripting and query languages, document design and management, hardware and software requirements, systems facilities and execution protocols. The ability to analyze and interpret data in support of decision-making and convey resulting information to management. Strong analytical and problem-solving skills, to include proficiency in the development and implementation of systems of moderate size/complexity. Knowledge of interactive systems; good knowledge of organization’s information infrastructure and IT strategy as it relates to user area(s); independently maintains assigned systems and develops innovative approaches to resolve a wide range of issues/problems. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
- Client Orientation: Considers all those to whom services are provided to be “clients†and seeks to see things from clients’ point of view, establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects, meets timeline for delivery of products or services to client.
- Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
Education
Advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree.
Work Experience
A minimum of five years of progressively responsible experience in planning, design, troubleshooting, implementation and maintenance of computer information systems for an IT Service Desk or Service Delivery functions are required. (This should include demonstrated experience in managing IT Service Service Delivery functions for a team.) Experience with IT Service Management (ITSM) tools with a minimum Intermediate level ITIL certification is required. Experience in Project Management and certification in Prince 2 is required. Experience in developing SOPs and in reporting SLAs & KPIs using dashboards and reporting tools is required. Experience in supporting or managing desktop applications, including Office 365 products, VPN/VDI, and Multi Factor Authentication (MFA), are desirable.
Experience with provisioning and de-provisioning of users and endpoint devices, as well as endpoint and mobile device management, is desirable. Experience supporting UN systems, Conference Room technologies and financial applications/tools are desirable.
Languages
English and French are the working languages of the UN Secretariat. For this position, fluency in English is required. Knowledge of another UN official language is desirable.
For more information on how to apply, please follow:
https://careers.un.org/jobSearchDescription/239721?language=en
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