Systems Support Analyst (Home Based)

The United Nations Volunteers (UNV) programme is administered by UNDP and follows all UNDP rules and regulations. UNV is the UN system common service that promotes volunteerism to support peace and development worldwide. Volunteerism can transform the pace and nature of development, and it benefits both society at large and the individual volunteer. UNV contributes to peace and development by advocating for volunteerism globally, encouraging partners to integrate volunteerism into development programming, and mobilizing volunteers.

UNV’s Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacentres, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. ICTS is working in close collaboration with UNDP Information & Technology Management department.

A. Provide technical support to end-users of UNV systems and websites.

• Monitor and respond to user needs, questions, and general inquiries using UNV’s corporate service desk platform (Salesforce) for the tier 2 and tier 3 service desk cases. Timely resolve and/or escalate to relevant members of the dev team or other ICTS team members the complex technical cases.
• Coordinate with vendors based on existing Standard Operating Procedures. 
• Own end-to-end resolution of complex system errors and failures.
• Provide prompt and accurate functional guidance to client queries. Liaise with relevant staff at other sections and regional offices of UNV for specific inputs as necessary.
• Participate in development activities to gather skills to resolve issues if required hands-on at service desk tier 2 and tier 3 cases. 
• Ensure all systems-related tier 2 and tier 3 inquiries are correctly categorized in the Salesforce service desk platform.
• Propose improvements and system reconfiguration based on incoming service desk inquiries.
• Closely liaise with the Service Desk team (all tiers) and contribute to drafting knowledge articles and chatbot intents to increase the share of inquiries responded on the service desk tier 0 level (self-service and chatbots).

B. Contribute to the development of new features in UNV systems and websites.

• Contribute to the reinforcement of technical standards for integration, scalability, and security across all UNV systems.
• Provide the roadmap for service desk platform enhancements, including AI-driven triage and predictive analytics.
• Conduct architecture reviews and propose long-term system evolution strategies across UNV platforms (Drupal, React, .NET). 
• Develop and maintain application features and resolve bugs across multiple technology stacks, including Drupal (PHP), React, and .NET, while ensuring seamless integration with SQL databases and other application components. This hands-on role requires direct contribution to codebases and collaboration with cross-functional teams to deliver high-quality, scalable solutions.
• Initiate automation projects to reduce manual interventions in recurring service desk cases.
• Collaborate in pilot programs for chatbot enhancements and tier 0 self-service expansion.
• Design and implement monitoring dashboards for real-time system health and user experience metrics.
• Draft or revise SOPs and governance documents for ICTS operations and service desk workflows. Conduct technical investigations of critical production incidents.
• Conduct testing of new functionalities, especially related to these related to the service desk cases; provide support with root cause analyses.
•  Contribute to the development and maintenance of custom monitoring scripts (in Python, dotNet etc) , ensuring recurring issues are tracked and addressed until permanently resolved. 
• Coordinate with UNV business owners and other sections. propose improvements and support in ongoing improvement and troubleshooting activities.
• Engage with the Service desk team and support in drafting knowledge articles with a goal to decrease the number of escalated to tier 2 and tier 3 cases.
• Provide technical support and guidance to UNV systems administrator users, ensuring smooth operation and timely resolution of system-related issues.
• Facilitate clear and consistent communication with internal and external stakeholders, promoting collaboration and timely exchange of information across relevant platforms. 

C. Facilitate knowledge building and knowledge sharing

• Prepare and conduct internal training sessions on emerging technologies and service desk best practices.
• Maintain and contribute to ICTS service desk knowledge base.
• Contribute to relevant knowledge and learning products development efforts, including for the standard user documentation and various user guides.
• Share and disseminate synthesis of lessons learned and best practices directly linked to systems management.
• Make sound contributions to knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization. 

The IPSA will work under the direct supervision of the Systems Development Specialist in ICTS. In the absence of the Systems Development Specialist, he/she will be required to assume additional responsibilities and provide backup for key services like UNV main website, Volunteer Reporting Application (VRA) Knowledge Portal and other Drupal applications to ensure continuity of projects and services.

• Plans and monitors own work, pays attention to details, delivers quality work by deadline 

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements  

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible 

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

• Demonstrates compassion/understanding towards others, forms positive relationships

• Appreciate/respect differences, aware of unconscious bias, confront discrimination 

Cross-Functional & Technical competencies 

IT Service Delivery & Operations

• Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

Systems thinking & transformation

• Understand that complex problems need a non-reductionistic, holistic approach. 
• Ability to explore challenges from multiple perspectives by zooming in and out, with a focus on relationships and flows rather than individual elements; understand how certain dynamics and conditions are driving and influencing an issue.
• Ability to develop a collective understanding by a mapping systems and their dynamics (e.g.flows or resources, information ;power relations); is able to handle ambiguity and can help others navigate it. 
• Being able to identify intervention points to leverage change and system transformation by setting out a coherent collection of multiple interventions to probe the system for desirable effects. 
• Understand that change is non-linear and unpredictable; being comfortable and able to work with emergence.

System Thinking 

• Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system

IT Customer Support 

• Ability to support l 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.

User Experience and business analyst 

• Capacity to translate efficiently users needs in IT requirements around human-centred design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.

Data literacy 

• Understand the potential as well as the limitations of using data driven innovation. Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration.