Information Systems Officer

The Information Systems Officer reports to the Chief, Operations Section, Regional Service Management Service, Operations Support Division, Office of Information and Communications Technology.
• Responsibilities
• :

Within delegated authority and under the direct supervision of the Chief, Operations Section, the incumbent will be responsible for the following duties:
• Plans and directs service delivery operations to support user groups of multiple key United Nations' enterprise systems, or major components of these complex systems which typically impact critical operations and large or multiple user groups.
• Provides expert advice on service desk operations and procedures; identifies the need for improvements to service desk operations to optimize client orientation; develops plans for feasibility assessment, requirements specification, design, development and implementation, including project plans, schedules, time and cost estimates, metrics and performance measures.
• Develops cost proposals for contractual services, oversees the technical evaluation of proposals received and manages the contract service.
• Tracks and monitors project progress against plan, requirements, quality measures, standard processes; liaises with users on all aspects and during all phases of development and implementation.
• Provides professional leadership and work direction to the service desk team, and/or mentors and supervises the work of new/junior officers, contract staff, etc.
• Develops, implements and monitors information standards and guidelines, including testing paradigms.
• Keeps abreast of developments in the field and determines the need for testing and evaluating new products and technologies; provides leadership on introducing technological changes; prepares various technical reports.
• Facilitates communications between OICT and its major clients for good client relations; serves as coordinator in the development of Service Level Agreements (SLAs) between the client and OICT, for either specific IT services or general technology support, including any charge back mechanisms.
• Participates in planning and preparation of the budget, work program and spending plan.
• Performs other related duties as assigned.

Competencies
• 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.
• Client Orientation:
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.
• Managing Performance:
Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.

Education
Advanced university degree (Master's degree or equivalent) in computer science, information systems, mathematics, statistics or related field is required.
A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.

Job - Specific Qualification
Professional certification in Project management (PRINCE2 Practitioner, PMP or equivalent) is desirable.

Professional certification in ITIL is desirable.

Work Experience
A minimum of seven (7) years of progressively responsible professional experience managing ICT operations related to customer support services, overseeing large centralized and decentralized ICT service desk operating in an around-the-clock (24/7/365) environment is required.

A minimum of three (3) years' experience functioning at the management level in information systems is desirable.

Experience in budget, staffing and performance management and reporting 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 lan