Information Systems Assistant, Information Technology Services (ITS) Programme

Background

The United Nations Framework Convention on Climate Change (UNFCCC) is the focus of the political process to address Climate Change. The Convention secretariat is supporting the Convention and its Kyoto Protocol by a range of activities, including substantive and organizational support to meetings of the Parties. The Information Technology Services programme is a central service provider for information and communication technology infrastructure and user support services, as well as for information systems development, maintenance and application support within the UNFCCC.

Responsibilities

This post is located in the Service Desk Team, Information Technology Services programme. The Service Desk team is the single point of contact for all secretariat IT requests and incidents, and owns and supports the Incident Management process, which consists of the complete incident lifecycle, from creation to resolution. Under the general supervision of the Manager, IT Management and Monitoring (IMM) (P-5) and the direct supervision of the User Support Team Leader (P-3), the incumbent will provide operational supervision of the desktop support activities provided by the desktop support sub-team; the incumbent will also perform desktop support activities, and as well as contribute to the implementation and optimisation of relevant tools and desktop support software activities, in order to support the output undertaken by the Team, while observing the internationally-accepted IT industry best practices, and the Information Technology Infrastructure Library (ITIL).

1. Operational supervision of desktop support activities:

• Manages and supervises the operational aspects of the desktop support sub-team at headquarters and/or at conferences;
• Ensures the quality of the work and the adherence to the ITS processes and best practices (ITIL and Prince2);
• Ensures follow-up on the work orders assigned to the Desktop Support team so as to guarantee quality of the delivery. Installs and maintains systems hardware, peripherals, including communication components, and software according to specifications including for the support of meetings, workshops and conferences.

2. Contribution to the implementation and optimisation of relevant tools and desktop support software activities:

• Monitors the Footprints knowledge base and the intranet User
• Support knowledge base and ensures that team members update and maintain the databases with relevant information such as resolution paths, workarounds, system documentation, technical and procedural manuals and user guides.
• Investigates and implements solutions, in close liaison with more specialized ITS staff, for the use of certain software or services;
• works out definitions and analyses and compiles specifications of requirements for new applications or enhancements;
• contributes to the planning, specification, implementation and maintenance of customized software systems;
• implements test cases and evaluates new products and technologies.
• Provides IT training and coaching to users, prepares technical and user documentation and contributes to the production of training materials.

3. Performs other related duties as required.

Requirements (Only candidates who meet the essential requirements stated below will be considered.)

Education:

• Graduation from a secondary school or equivalent, and subsequent training in computer systems.
• A diploma/certificate in computer related field or related field would be an asset.

Experience:

• At least seven (7) years of directly relevant experience including at least four (4) years of computer support (Help/Service desk) with MS Office applications.
• Experience with network and systems administration is highly desirable.

Specific professional knowledge:

• Demonstrated proficiency in the use of networked PCs, operating systems, Lotus Notes and communications. Good knowledge of computer user support and troubleshooting methods.
• Knowledge of ITIL Incident Management process desirable
• Experience with Microsoft SharePoint desirable
• Experience with BMC Footprints an asset
• Additional knowledge in using Internet development tools such as Macromedia products an advantage Job related skills:
• Ability to demonstrate considerable initiative
• Effective research and problem solving skills

Language requirements:

• Fluency in spoken and written English is required.
• Knowledge of another UN working language and/or German is an asset.

To apply

Candidates whose qualifications and experience match the requirements for this position, please use the on-line application system available at http://unfccc.int/secretariat/employment/recruitment

Please note:

1. This post is for local recruitment only.All travel, interview and relocation costs incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.

2. We will confirm receipt of your application However, only candidates under serious consideration and contacted for an interview will receive notice of the final outcome of the selection process.

3. Indicative Net Annual Salary: Euro 40,010 plus other UN benefits as indicated in the link below: https://unfccc.int/secretariat/employment/conditions-of- employment.html

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