Global ICT Analyst - Smart Facilities

at  United Nations Development Programme UNDP

Job Identification
18435
Locations
Copenhagen, Denmark
Posting Date
05/22/2024, 09:59 AM
Apply Before
06/05/2024, 10:59 PM
Job Schedule
Full time
Agency

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.

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;

THE FOLLOWING DOCUMENTS SHALL BE REQUIRED FROM THE APPLICANTS:

• 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.
• A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.
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  Important information for US Permanent Residents (’Green Card’ holders)
  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.
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  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.
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  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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• 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