Information Systems Officer

The role of Information System Officer is responsible for successfully carry out activities in four different areas   

1. Service Management. Key responsibilities include:

• Harmonize and improve ICT service delivery and continuous service improvement to ensure consistent user experience;
• Implement ITIL-based incident, request fulfilment, change and problem management service delivery processes;
• Ensure that the overall KPI's for Incident and Request for Services improves by continuous monitoring, mentoring and improvement of teams, processes and technology 

• A ) Assessing the global service management requirements.

• Review the existing reporting capabilities for Service Management in Oracle OBIEE and Business Objects;
• Identify the gaps in the existing reporting capabilities;
• Provide Reports data and information requirements;
• Provide a Service Management Reporting business case;
• Provide a project plan and work breakdown structure (WBS);

• B) Design the new Service Management Reporting Suite.

• Define Logical, Physical and Security Data Model for the service management reporting project;
• Provide report structure, templates and delivery method by audience: strategic, functional and operational;
• Define standard KPIs for the different dashboards and reports.
• Define Strategic, Functional and Operational dashboards and reports;
• Provide functional specifications for new management dashboards and reports;
• Coordinate the development of new dashboards and reports;

• C) Implementing the new global service management reporting.

• Test and validate new dashboards and reports;
• Provide training material as well as training sessions for management and supervisors;
• Prepare weekly reports at the Operational and Management level;
• Prepare reports to assess Agent Performance;
• Ensure the development of standards, procedures and practices to ensure the efficient delivery of reporting.

• 3) Knowledge Management. Key responsibilities include:

• Define the Knowledge Management Process;
• Define the Document Management Process and build an efficient and effective document management repository (using website model);
• Carrying out statistical analysis of data from the Service Desk to identify process issues, recurrent incidents and areas for continuous improvement, additional training or development of FAQ's/ knowledge base items;
• Working with the iNeed team and application-specific knowledge experts to develop a knowledge base and make it accessible to users (e.g., system users, service desk agents;; applications experts).
• 4 ) Ad-hoc activities instrumental to support USD team’s core mission. As directed by USD management and based on contingent needs of the organization 

PROFESSIONALISM:

• Knowledge of systems design, and development, management, implementation and maintenance of complex information systems related to Analytics and Business Intelligence (BI).
• Ability to develop and oversee large centralized or decentralized institutional systems; conceptual and strategic analytical capacity to understand information system and business operational issues so as to thoroughly analyze and evaluate critical systems matters.
• Knowledge of ITIL implementation processes. Knowledge of information management, document management.
• 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.
• Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

• Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others' ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings. 

• 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.

• Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients' needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client

• Advanced university degree (Master's degree or equivalent) or Bachelor degree in computer science, information systems, mathematics or related field required.
• ITIL intermediate v3 level required;

• PRINCE2 desirable. 

• A minimum of 2 years of progressively responsible experience in implementing ITIL service management processes is required. Candidates with a Bachelor's degree must have at least 4 years of experience.
• Working knowledge of CRM (iNeed), Umoja BI (SAP Business Intelligence) is required.
• Knowledge of Sharepoint or other document management system is desirable.
• Familiarity with established project management frameworks required, knowledge of the United Nations Secretariat or other International Organization is an added advantage.
• Experience in carrying out programmatic/administrative tasks necessary for the functioning of the Unit/Section, including preparation of budget reporting is desirable.
• Experience in managing employees is required.
• Knowledge of the UN and/ or UN agencies is desirable. 

• Fluency in written and oral English is required. Knowledge of another United Nations official language is an advantage.

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale. 

Based in Geneva, the Europe and Central Asia Regional Office (ECR) supports UNOPS offices throughout the region through: management, financial and programmatic oversight of global and country-specific portfolios, clusters and operations centres, including hosting services; fund and management advisory services; project implementation; procuring goods and services; and managing human resources.

ECR ensures that projects are executed to the highest standards, providing a shared knowledge base and ensuring that best practices and lessons learned are disseminated between business units and projects across the entire region.

 ECR strategy is to:

• Strengthen UNOPS role in operationalizing the Sustainable Development Goals with particular emphasis on health, environment and economic development.
• Position UNOPS in the Balkan sub-region, the Caucasus and Central Asia.
• Strengthen the implementation of ECR global and regional programmes, with revitalized partnerships in infrastructure, procurement and project management.

ECR operates global portfolios from offices in Geneva, Brussels and New York, and country-specific programmes from its operations and project centres located in Eastern Europe and Central Asian countries.

Based in the New York, the UNOPS Development Group Cluster supports diverse partners with their peacebuilding, humanitarian and development operations. For example, within the United Nations Development Programme, the Cluster works with the Bureau for Policy and Programme Support and the Office of South-South Cooperation.

The cluster also supports the United Nations Secretariat, as well as a broadening community of other New York-based United Nations organizations in the delivery of project management and implementation services