Office of Information and Communication Technology
Closing date: Friday, 17 February 2017
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| Posting Title: | Information Technology Assistant (2 positions), G5 |
| Job Code Title: | INFORMATION TECHNOLOGY ASSISTANT |
| Department/Office: | OFFICE OF INFORMATION AND COMMUNICATION TECHNOLOGY |
| Duty Station: | NEW YORK |
| Posting Period: | 19 January 2017 - 17 February 2017 |
| Job Opening Number: | 17-Information Management Systems-DM OICT-72993-R-New York (O) |
Org. Setting and Reporting
These positions are located in the Enterprise application Centre – NY of the Office of the Information Communication and Technology, Department of Management, specifically in the Umoja HR Support area of the Human Resources Enterprise Resources Planning (HR ERP) unit. The incumbents report to the Team Lead of the Umoja HR Operational Support Desk.
Responsibilities
Under the general supervision of Chief, Human Resources Enterprise Resource Planning unit (HR ISS ERP) and direct supervision of the Umoja HR Operational Support Desk, the Information Technology Assistants (Umoja HR Support), with delegated authority, will be responsible for the following duties:
•Classify requests received and logged in CRM (Customer Relationship Management) system regarding Umoja HR functional problems as reported by Umoja HR Partners both at UNHQ and OAHs (Offices Away from Headquarters).
•Analyze the assigned tickets and take appropriate actions to resolve the cases in accordance with established procedures.
•Liaise with Umoja Local Process Experts, Umoja HR Partners, counterpart Umoja HR OSD staff in the OAHs, as well as counterparts in Payroll and the Umoja Project team to facilitate completion of client’s requests.
•Provide advice to customers regarding Umoja HR functionality and workflow processes.
•Escalate problems encountered to the Senior Service Desk staff.
•Perform quality assurance procedures to ensure customer satisfaction.
•Keep abreast of latest HR policy and IT standards/technology.
•Perform other duties as required.
Competencies•Classify requests received and logged in CRM (Customer Relationship Management) system regarding Umoja HR functional problems as reported by Umoja HR Partners both at UNHQ and OAHs (Offices Away from Headquarters).
•Analyze the assigned tickets and take appropriate actions to resolve the cases in accordance with established procedures.
•Liaise with Umoja Local Process Experts, Umoja HR Partners, counterpart Umoja HR OSD staff in the OAHs, as well as counterparts in Payroll and the Umoja Project team to facilitate completion of client’s requests.
•Provide advice to customers regarding Umoja HR functionality and workflow processes.
•Escalate problems encountered to the Senior Service Desk staff.
•Perform quality assurance procedures to ensure customer satisfaction.
•Keep abreast of latest HR policy and IT standards/technology.
•Perform other duties as required.
•Professionalism: Knowledge of the UN information systems and applications. Knowledge of the UN HR processes and workflow. Ability to analyze the customer requirements and good technical skills to provide customer support service. 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.
•Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.
•Planning& Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.
Education•Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.
•Planning& Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.
High school diploma or equivalent is required. Additional training in Information Technology/Information Systems or Human Resources management is desirable.
Work Experience
A minimum of five years of experience in information systems support, customer service management, administration of entitlements using an ERP application/platform or related area is required. Experience in providing functional support in the area of Umoja HR module, or a similar ERP system, is desirable. Experience in processing entitlements (using an ERP platform) is desirable.
Languages
English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.
Assessment
Evaluation of qualified candidates may include an assessment exercise which may be followed by a competency-based interview.