ICT Associate

In Botswana, the role of UNDP is shaped by the status of the country as an upper middle-income country. UNDP has been collaborating with the Government, Civil Society, the Private Sector, UN Agencies and other Development Partners to develop solutions that respond to global commitments, national development aspirations and address challenges. UNDP’s approach has been to forge and sustain strategic partnerships that find innovative solutions to address gaps on both the demand and supply side of development processes.

The Country Office utilizes a portfolio approach to programming that improves programmatic synergies and collaborations among CO portfolios and projects for enhanced results attainment. A robust and responsive operations team including the ICT functions is critical to the realization of this strategy.

The ICT team plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects and programme deliveries. The team drives UNDP's digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.

Under the guidance and direct supervision of the Operations Manager the ICT Associate provides leadership in execution of ICT services in the CO, implements ICT management systems and strategies, and provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for reviewing and advising on the use of new technologies that will enhance CO productivity. The ICT Associate promotes a client-oriented approach.

The ICT Associate supervises ICT support staff and works in close collaboration with Programme, Operations, and project teams in the CO, UNDP HQ staff, Regional Information Officer (RIO), and the Regional Bureau Information Manager (RBIM) to resolve complex ICT-related issues.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
 

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment;
• Provide input to elaboration of internal policies and procedures on ICT use. Elaborate the content of internal Standard Operating Procedures in ICT in consultation with office management;
• Conduct market research and analysis and introduce new technology for Country Office system updating and improvement;
• Provide advice on and assistance in procurement of new ICT equipment for the CO and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids; 
• Develop and update the ICT annual plan. Ensure maintenance of measures in place for business continuity and disaster recovery processes and procedures;
• Provide support to the use of ERP functionality for improved business results and improved client services.

• Provide advice on maintenance of equipment and acquisition of hardware supplies; 
• Supervise the implementation of corporate UNDP systems;
• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

3) Provide automation and digitalization support for both CO Operations and Programmes:

• Provide support in the development of the new software packages for high impact results (e.g., office management system, electronic registry, etc.) as required; 
• Support development of new automation tools using UNDP corporately developed platforms;
• Participate in developing Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle; 
• Support provision of in-house development of tools for programme and operations as needed;
• Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (e.g., office management system, donor profile software, knowledge management systems).

• Monitor the network connection on a daily basis to ensure a stable and responsive network environment;
• Operate network utility procedures; define network users and security attributes; establish directories, menus, and drive-mappings; configure network printers; and provide user access. Ensure UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of attacks;
• Implement cloud-based backup and restoration procedures for local drives; 
• Ensure timely upgrade of LAN Infrastructure and Internet connectivity to meet UNDP requirements; 
• Respond to user needs and questions regarding network access;
• Maintain up-to-date parameters of information for the network clients and electronic mail;
• Trouble-shoot and monitor network problems;
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.

• Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision;
• Organize training for the Operations and project staff on ICT issues; 
• Synthesize lessons learned and best practices in ICT;
• Provide sound contributions to knowledge networks and communities of practice.

Core Competencies

• Achieve Results: LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work.
• Think Innovatively: LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking.
• Learn Continuously: LEVEL 2: Go outside comfort zone, learn from others and support their learning.
• Adapt with Agility: LEVEL 2: Adapt processes/approaches to new situations, involve others in change process.
• Act with Determination: LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously.
• Engage and Partner: LEVEL 2: Is facilitator/integrator, bring people together, build and/or /maintain coalitions/partnership.
• Enable Diversity and Inclusion: LEVEL 2: Facilitate conversations to bridge differences, considers in decision making.

People Management

UNDP People Management Competencies can be found in the dedicated site.

Functional/Technical competencies

Business Management

• Result-based Management
  • Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
• Customer Satisfaction/Client Management
  • Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs, provide inputs to the development of customer service strategy, and look for ways to add value beyond clients' immediate requests;
  • Ability to anticipate client's upcoming needs and concerns. 
• Working with Evidence and Data
  • Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making. 

Information Management and Technology

• IT Customer Support
  • Ability to support 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.
• Network, Communication, and Infrastructure Management
  • Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable. 
• User Experience and Business Analyst
  • Capacity to translate efficiently user needs into IT requirements around human-centered design.