Global ICT Analyst - Smart Facilities

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 inspiring stories.
  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.
The United Nations Development Programme (UNDP) Office of Information Technology and Management (ITM) is the organization’s primary provider of high-quality products of ICT systems and Green Energy services to a global network of 155+ country offices and UNDP partners worldwide. The mission of the ITM Smart Infrastructure Services is to “Create Smart Facilities, build local Capacity and Inspire and Movement”, which guarantees efficient, innovative, and sustainable management of technologies for UN facilities, and consistency with Sustainable Development Goals (SDGs). The Smart Facility solutions include Green Energy services, Connectivity, Security and IoT and Data. ITM offers a framework of best practices to deliver resilient, highly available and sustainable business solutions that flourishing innovation throughout the organization.

To support the transition to next generation infrastructure of UNDP, ITM manages and monitors the operation of the ICT infrastructure and Smart Facilities resources in global UNDP premises. Specifically, the Smart Facilities Network Operations Center​ (SFNOC) monitors the ​network, service, and availability of smart facilities; fulfils requests received through the ticketing platform; supports configuration backup of infrastructure devices and change management; solves network outage incidents and supports disaster recovery; provides support to system installation and training.  Given the growing demand for services, SFNOC is looking for a new colleague to join the Copenhagen office to assist the operation and provide timely and efficient support to end users.

The Global ICT Analyst for Smart Facilities is the first line responder of systems/solutions related issue to support end-users’ problems or defects with products. The incumbent answers inquiries, responds to emails and performs in-person support sessions and needs a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities.
 

Duties and Responsibilities
The Global ICT Analyst is required to play a significant role in the following areas:

• Contribute to the Global ICT infrastructure and Smart Facilities operations by assisting with OneICTbox and MSS-3 operations, collaborating with the Network Management System, and developing network orchestration and automation tools. Ensure that all networks operate according to standard configurations and adjust any deviations to comply with corporate configuration and security standards. The incumbent will contribute to monitoring and supporting facilities for all Smart Facilities projects, enhancing global coverage efficiency.
• Provide technical support to UNDP Country Offices with OneICTbox, MSS-3, WiFi and LAN Devices, cloud-managed CCTV Cameras, IoT for PCMM, and other smart facility devices. Resolve issues related to networks and Smart Facilities services using standard troubleshooting procedures and resolve any infrastructure-related issues according to SLA.
• Handle incoming incidents escalated through the internal ticketing platform and monitor alarms sent by NMS. Escalate complex incidents or issues requiring vendor or Level-3 support intervention.
• Facilitate capacity-building exercises by assisting in the preparation of global webinars and trainings, providing on-site operational support as required by UNDP Country Offices with guidance from the team lead.
• Contribute in developing the operational support system to provide efficient responses and develop guidelines for end-user training. 
• Support ICT managers with requested non-technical and technical support requirements of UNDP Country Offices through consultation with the supervisor. The incumbent will closely collaborate with other ITM internal teams and provide support as needed.
• Write documentation related to IT support operations, including procedures, system documentation, technical guides, conformity and corrective reports, and user feedback. Monitor and ensure compliance with corporate standards and ISO 9001:2008 for both the rollout process and documentation.
• The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization. 

Institutional Arrangement

• On a day-to-day basis, the Global ICT Analyst will be working with and directly reporting to the Manager of Smart Infrastructure and Connectivity Unit (SICU) and ICT Specialist; 
• The Global ICT Advisor/Chief of SIS has the overall responsibility to guide the team
• Progress reporting will be done in the monthly team meeting and also weekly SICU meetings. 
   

Competencies
Core Competencies

• Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline 
• Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 
• Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
• Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
• Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
• Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
• Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Competencies

• Business Direction and Strategy - System Thinking: 
  • Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
• Digital & Innovation - Data engineering:
  • Ability in programming languages such as SQL, Python, and R, be adept at finding warehousing solutions, and using ETL (Extract, Transfer, Load) tools, and understanding basic machine learning and algorithms.
• Information Management & Technology    IT Security Management:
  • Knowledge of Cyber Security technologies, processes, techniques and tools. Apply practical innovations to solve cybersecurity problems.
  • Capability to keep UNDP systems and data safe.
  • Knowledge of ISO 27001 principles. CSSIP, CSIM, CISA or equivalent certification desirable.
• Information Management &Technology:
  • IT Continuity and Disaster Recovery    Ability to advise on IT continuity and disaster
• Information Management & Technology - IT Customer Support: 
  • Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience.
  • Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.
• Information Management & Technology    Network, Communication and Infrastructure:
  • Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
• Information Management & Technology    IT Service Delivery & Operations:
  • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

Desired skills in addition to the competencies covered in the Competencies section:

• Experience with Identification and prevention of any potential network issues and ICT Security is desirable.
• Experience in computer networking as in setting up and operating ICT infrastructure is desirable;
• Expereince/Knowledge in Information Security and Firewall technologies by applying such expereince in developing infrastructure setup is desirable;
• Ability in effectively disseminating information through clear communication is desirable;
• Experience with IoT, AI and Machine Learning is desirable 
• UN experience is desirable;

Required Skills and Experience
  Education:

• Advanced university degree (Master’s Degree or equivalent ) in Electronic Engineering, Computer Science, Data Science or related field is required. Or ; 
• A first-level university degree (bachelor’s degree) in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree
• Holding any industrial certificates such as CCNA, CMNO, CompTIA A+, CompTIA Network+, CompTIA Security+, CISSP, CEH, CISM, PRINC2/ITIL/PMP/ISO20000 will be an added advantage

Experience:

• Upto two (2)  years with (master’s degree) or minimum (2) years (with bachelors degree) of relevant work experience, preferably in the ICT environment and IT operations field with experience with network infrastructure operations, telecommunication and cloud-based solutions or similar is required;

Required Skills:

• Experience in Network Infrastructure troubleshooting and maintenance, LAN/WAN technologies, Voice, Video and Collaboration service management, Hardware configuration including network switches and routers is required;

Language:

• Fluency in English is required. 
• Fluency in one or more additional UN languages will be an asset.

Professional Certificates:

• Holding any industrial certificates such as CCNA, CMNO, CompTIA A+, CompTIA Network+, CompTIA Security+, CISSP, CEH, CISM, PRINC2/ITIL/PMP/ISO20000 will be an added advantage

Travel:   

• UNDP will cover the cost of travel of the individual to the duty station, as well as their return to their home upon completion of their services. Travel costs are covered only in the event that the function will be undertaken physically in the duty station and excludes working from home arrangements.
• Include any official travel expected to be associated with performing the functions 

The following documents shall be required from the applicants:

1. Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.
2. A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.

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  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.  
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