Back ICT Associate (App Supp-Um), Budapest, Hungary

Job Title: Job ID: ICT Associate (App Supp-Um) (Temporary Appointment)

23860

Location: Budapest (GSC), Hungary

Salary Grade: Hardship Level: H

Family Location Type: Family

Eligible Applicants

This Job Opening is available to eligible UNHCR staff members and external applicants.

Candidates must be legally present in Hungary at the time of application, recruitment and hire.

Procedures and Eligibility

Interested applicants should consult the Administrative Instruction on Recruitment and Assignment of Locally Recruited Staff (RALS).

Temporary Appointment for a period of 6 months with the possibility of extension

Duties and Qualifications

IT Associate

Organizational Setting and Work Relationships

Under the supervision of the Associate ICT Officer (MSRP User Management), the incumbent of the position will contribute to the provision of 2nd level support to directly resolve user requests for MSRP User Management. The incumbent will deal with service requests for 2nd level support routed by the Global Service Desk (GSD), liaising directly with end users to administer user access and security rights for all modules and components of MSRP/PeopleSoft.

The IT Associate (MSRP User Management) will liaise directly with own IT Service Delivery Team, 1st and 3rd level support, technical and functional resources in DIST BRMS Service Delivery and Support Section to resolve technical issues and to implement new MSRP security features and with end users to clarify, analyse, and resolve reported issues.

Accountability (key results that will be achieved)

• Resolution to ICT application incidents and problems within ICT service levels is provided.
• Security and access rights as per approved policies is implemented.

  Responsibility (process and functions undertaken to achieve results)

• Adhere to IT Service Delivery processes, policies, Service Level Agreements (SLAs) and standards.
• Provide 2nd level support for MSRP/PeopleSoft User Administration.
• Build relationships with the business to encourage reporting of issues relating to MSRP User Administration.
• Build effective relationships with Service Delivery colleagues, 1st and 3rd level support and the GSD to ensure the provision of an effective incident resolution service.
• Escalate issues to 3rd level support within business functions as required.
• Liaise with 1st level support to ensure a smooth hand-over of daily incident reports, and escalations.
• Ensure that requests for access and incidents are resolved in a timely manner.
• Ensure that requests for access conform to agreed levels and rules (e.g. via DOAP) and have been appropriately authorized.
• Build collaborative working relationships with the ICT Business Relationship team to ensure that new enhancements and services are understood in terms of security and access implications.
• Contribute to identifying and implementing ICT applications improvements to the service, in-line with UNHCR strategic objectives.
• Ensure transparent communication of issues or challenges to Supervisor.
• Liaise directly with end users to clarify, analyse, and resolve reported issues, delivering high standards of customer service.
• Liaise closely with system experts within the Divisions to identify improvements to the system and service provision.
• Externally, may liaise with the Managed Service Provider (Applications).
• Contribute to short-term operational planning for the user management unit to ensure the effective provision of 2nd level direct applications support and the effective resolution of ICT incidents.
• Develop and maintain knowledge of the ICT Service Delivery procedures and business environment.
• Maintaining current knowledge of key applications.
• Perform other related duties as required.

  Authority (decisions made in executing responsibilities and to achieve results)

• Decide on appropriate resolution to incidents
• Escalate issues to Supervisor if service requests, incidents, or problems cannot be resolved within scope of responsibility.

  Minimum Qualifications

  Education & Professional Work Experience

  Years of Experience / Degree Level

  For G6 - 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

  Field(s) of Education

  Information Technology;

• Information and Communication Technology;*

  Computer Engineering;

• Engineering;*

  Certificates and/or Licenses

  Information Technology;

  📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

  ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

  (Certificates and Licenses marked with an asterisk

• are essential)

  Relevant Job Experience

  Essential

• High school diploma with 3 years relevant experience; or 2 years relevant work experience with Bachelor or equivalent or higher.
• A minimum of 3 years ICT/Engineering experience with at least 2 years' experience in a functional or technical applications development or support capacity.
• Experience of following an established ICT service management framework.
• Understanding of access rules and security in ERPs, other ICT application systems, LAN and other infrastructures.
• Proven track record implementing and managing ITIL processes.
• Experience working with outsourced providers in delivering services based on service level agreements.
• Fluency in English.

  Desirable

• Experience working with a Managed Service Provider to deliver new or enhanced ICT services.
• Knowledge of PeopleSoft Portal, Finance, Supply Chain, Human Resources, and other modules.
• Formal training and certification in ITIL or another Service Management framework.
• Formal training in PeopleSoft Security and/or an understanding of the PeopleSoft security model.
• Use/knowledge of SQL.

  Functional Skills

  IT-IT Security Management;

  IT-Enterprise Resource Planning (ERP);

  IT-IT Operations Management;

  IT-IT Identity/Account Management;

  Language Requirements

  For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

  This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Position Competencies

Core Competencies: Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies: Judgement and Decision Making

Cross-Functional Competencies: Analytical Thinking

Technological Awareness

Change Capability and Adaptability

The closing date is 16/12/2020

Temporary Appointment for a period of 6 months with the possibility of extension

BENEFITS:Health insurance plan: locally recruited staff members in Budapest will be enrolled in the Medical Insurance Plan (MIP). The coverage is also optionally available for eligible family members.

Shortlisted candidates may be required to sit for a test. Only shortlisted candidates will be notified. No late applications will be accepted.UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation.UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).