Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks. UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

Within MS, the Information and Communication Technology Section (ICTS) is responsible for developing and operating the corporate technology platforms and related services that enables UNV`s vision. The ICTS team is helping drive UNV's digital transformation efforts, enabling and leveraging technology to address complex global challenges and meet long-term global sustainable development goals across seven key pillars: 

Increased collaboration and engagement

Digital workspaces and tools available to all

An enhanced cybersecure environment

Strengthened data driven decision making

Global infrastructure and applications

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. 

Reporting to the Systems Team Lead, the incumbent performs business analysis for assigned UNV applications, tests releases, attends most complex Service Desk cases ensuring timely and quality response provided to users, and develops training, training materials and change management artifacts.
 

Duties and Responsibilities
Helpdesk services 

Closely monitor the Unified Volunteering Platform (UVP) and other volunteer management e-platforms that directly support the delivery of the volunteer mobilization and management mandate. Analyse call logs to assess priority and criticality of occurrence of issues. Determine resolution through system changes or training to end-users. Take appropriate and timely action and alert supervisor of critical/complex issues; 

Provide prompt and accurate technical guidance to client queries. Liaise within ICTS for specific inputs as necessary. Draft technical notes for general orientation of internal stakeholders;

Generate monthly reports on helpdesk services, classify problems reported, corrective measures taken and cases for critical attention. Propose improvements and system reconfiguration as considered necessary. Identify specific ways to leverage and expedite support. 

Provide helpdesk support, such as tracking requests, compiling and sharing knowledge products.

Business Analysis and Systems development support 

Support systems development projects concerning UNV’s business applications related to volunteer mobilization and management; 

Ensure that the business users’ perspective is reflected in the IT initiatives affecting volunteer mobilization and management platforms and applications; 

Support the testing process for all new functionalities developed by ICTS and/or external vendors for volunteer mobilization and management platforms; 

Act as custodian for relevant volunteer management systems, initiate and oversee;

Respond to user needs and questions regarding access; assist personnel in the use of IT-supported products, data retrieval, file transfers and conversions; 

Provide remote technical support to Regional Offices and Field Units Personnel as required;

Ensure system readiness support to implementation of volunteer management policies and procedures; 

Monitor the application of conditions of service (COS), inter alia through the use of Quantum, UVP, Business Intelligence (BI) dashboards and other automated applications; 

Monitor the implementation of the Volunteer Living Allowance and other volunteer entitlements including accommodation and security for international and national UN Volunteers and make recommendations for appropriate systems adjustments for updated policy and procedural changes; 

Generate, compile and review aspects of global UN Volunteer statistics, related to resignations, dismissal cases, resources, medical and security evacuations, early terminations, gender balance, etc. for follow up and to ensure consistency and quality. 

Facilitation of knowledge building and knowledge sharing 

Contribute to the organization and delivery of training sessions for users; arrange for briefings and demonstrations of corporate and user-developed systems; 

Share and disseminate synthesis of lessons learned and best practices directly linked to systems management; 

Make sound contributions to knowledge networks and communities of practice; 

Provide training and capacity development for the UNV personnel, as well as guidance on procedures and actions to be performed in the volunteer management applications related to operational matters, liaising closely with the Programme Specialist, Volunteer Systems. 

Competencies Core Competencies

Achieve Results

Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

Demonstrates compassion/understanding towards others, forms positive relationship

Enable Diversity and Inclusion

Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies 

Knowledge Generation

Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need

Human-centered Design 

Ability to develop solutions to problems by involving the human perspective in all steps of the problem-solving process

Communication 

Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience 

Ability to manage communications internally and externally, through media, social media and other appropriate channels

Digital Awareness and Literacy 

Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed

Digital business analysis

Ability to support digital business processes across a range of digital projects, programmes and activities.
 

Required Skills and Experience Education:

Secondary education, preferably with specialized certification in computer science, systems analysis or related field;

University degree is desirable, but it is not a requirement.

Experience:

Minimum of 7 years (with high school diploma) or 4 years (with bachelor’s degree) of experience in business analysis, programme support and administration;

Experience in handling of web-based management systems and management related tools;

Experience with application development cycle and project management is an asset. 

Fluency in English;

Proficiency in another official UN language is an asset.

Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.
Disclaimer

Only short-listed applicants will be contacted;

The successful candidate will hold a UNDP letter of appointment;

This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications. 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. Non-discrimination UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status. 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.