ICT Specialist

Since opening in 2019, the UNOPS Austria Multi-Country Office (AUMCO) in Vienna has served as a hub for operations across 12 countries in South-East Europe, Türkiye, the South Caucasus, and Central Asia. AUMCO delivers technical expertise, operational support, and sustainable infrastructure solutions for governments, donors, and international financial institutions. Flagship initiatives include Blueing the Black Sea—a GEF and World Bank partnership to reduce pollution and promote sustainable development—and Türkiye’s post-earthquake recovery programme, enhancing protective services for women and children. In Albania, projects revitalise cultural heritage and advance digital justice, while in Kosovo, new university infrastructure supports higher education. In Georgia, AUMCO facilitates the Eastern Partnership European School and strengthens rule of law and digital health access. Across Central Asia, activities range from health system strengthening in Uzbekistan to hazardous waste management in Tajikistan. AUMCO also supports UNOPS’ global Water, Environment, and Climate portfolio, reinforcing its role as a regional and thematic centre of excellence.

Established in 2020, the UNOPS Office in Albania supports national efforts to improve economic and social conditions in the wake of the November 2019 earthquake. Through its flagship initiatives, UNOPS is contributing to the rehabilitation of cultural heritage sites and the digital transformation of the justice sector. By combining project management, infrastructure development, and technical expertise, UNOPS aims to strengthen Albania’s resilience, enhance public services, and promote sustainable development. The Albania office also plays a role in fostering connectivity and advancing healthcare standards across the country.

The Project “Support to the Rule of Law through digital transformation: Advancing Case Management and Business Intelligence capabilities in Albania” is designed to contribute to the enhancement of the Rule of Law system by increasing efficiency and effectiveness of the judiciary institutions in Albania and bringing the system for promotion and protection of human rights in line with the best EU practices. The project will take four years for implementation. The ICT Specialists (Software developer) will be supervised by the Project Manager and work in the core team of the project consisting of the international Project Manager, an international Change Mgt and Communication Specialist, and three local ICT specialists.

The ICT Specialist will independently manage tasks related to system support and maintenance, user support, analysis & design, and project participation within the "Support to the Rule of Law through digital transformation" project. The ICT Specialist will also adapt existing policies, approaches, and models to meet emerging client or project needs.

1. System Support and Maintenance

• Source Code Management:

  • Develop, write, and maintain clean, efficient, and well-documented source code using approved coding standards and version control systems (e.g., Git).

  • Manage code repositories, branching strategies, and merge requests.

  • Participate in code reviews to ensure code quality and knowledge sharing.

• Defect Resolution:

  • Investigate, analyze, and resolve software defects and bugs in a timely and effective manner.

  • Document defect resolution processes and solutions.

  • Perform root cause analysis to prevent recurring issues.

• Application Upgrades:

  • Design, develop, and implement application upgrades and enhancements, ensuring minimal disruption to users.

  • Test upgrades thoroughly to ensure compatibility and stability.

  • Coordinate with stakeholders to plan and communicate upgrade schedules.

• System Documentation:

  • Create and maintain comprehensive technical documentation, including:

    • System architecture diagrams

    • Database schemas

    • API documentation

    • Code comments

    • Release notes

  • Ensure documentation is up-to-date and reflects the latest system changes.

  • Contribute to the documentation of the interoperability framework.

2. User Support

• Service Request Management:

  • Monitor and respond to service requests related to the CMS, ensuring they are logged, tracked, and updated in the designated service management system.

  • Prioritize and resolve service requests according to established service level agreements (SLAs).

  • Communicate effectively with users to provide timely updates and resolutions.

• Work Order Management:

  • Create and assign work orders to appropriate team members or external vendors, ensuring clear task descriptions and deadlines.

  • Follow up on work order progress and ensure timely completion.

• Quality Assurance:

  • Develop and execute quality assurance procedures, including unit testing, integration testing, and system testing, to ensure software quality and end-user satisfaction.

  • Document test cases, test results, and any identified defects.

  • Work closely with users to gather feedback and validate solutions.

• ICT Standards and Technology:

  • Stay current with the latest software development trends, tools, and technologies, particularly those relevant to the justice sector and the project's technology stack.

  • Evaluate and recommend new technologies to improve system efficiency and effectiveness.

  • Adhere to best practices in software development and security.

• Technical Issue Escalation:

  • Serve as a point of escalation for complex technical issues, providing in-depth analysis and troubleshooting.

  • Collaborate with other technical experts and vendors to resolve escalated issues.

• Documentation (End-User & Technical):

  • Draft and maintain clear and concise end-user documentation, including user manuals, training materials, and FAQs.

  • Contribute to technical documentation for other developers and IT staff, ensuring consistency and accuracy.

  • Documentation of business processes.

3. Analysis & Design

• Issue/Bug Analysis:

  • Analyze reported software issues and bugs to determine their cause and impact.

  • Prioritize bug fixes based on severity and user impact.

  • Document bug analysis findings and proposed solutions.

• Change Request Analysis:

  • Analyze change requests from users and stakeholders, assessing their feasibility, scope, and impact on the existing system.

  • Provide accurate estimates of the effort, time, and resources required to implement change requests.

  • Document change request analysis and recommendations.

• Solution Design (Upgrades & Defects):

  • Design effective and efficient software solutions to address defects, implement upgrades, and fulfill change requests.

  • Create design documents, including:

    • Technical specifications

    • Data flow diagrams

    • User interface mockups

    • Database design

  • Ensure solutions align with system architecture, security requirements, and performance goals.

• System Improvement Recommendations:

  • Evaluate the existing system and identify areas for improvement in terms of performance, scalability, usability, and maintainability.

  • Recommend hardware or software design changes to enhance system operation and user experience.

  • Consider the interoperability framework and data exchange requirements when proposing changes.

• System Design Documentation:

  • Maintain and update system design documentation to reflect the current state of the system.

  • Ensure design documentation is complete, accurate, and accessible to the development team and other stakeholders.

4. Project Participation:

• Contributes to project as a technical specialist in their field.

• Performs analysis, design, development, testing, and deployment of software solutions.

• Manages tasks assigned under the project for on-time completion, updates progress and reports on progress as per established project management standards and guidelines.

• Raises issues to the Senior Project Manager as and when they arise

• Contributes to the project documentation, including but not limited to issue register, , design, analysis, testing, , training packages, deployment and maintenance guides, FAQs, Troubleshooting guides, Business Continuity planning.

• Manages the source code for software development projects

• Performs Quality Assurance on project deliverables, including code, documentation, s, test plans, as per established standards and guidelines.

Required

• Advanced University Degree (Master's degree or equivalent) preferably in Information Systems, Computer Science and related fields is highly desirable.
• First-level University degree (Bachelor’s degree or equivalent) combined with two additional years of relevant professional experience may be accepted in lieu of the Master’s degree.

Required

• A minimum of 5 years of relevant working experience in combination with a Masters Degree and 7 years of experience in combination with a Bachelor's Degree. Relevant experience is defined as experience in information systems analysis and programming, systems administration and maintenance and software development.

• Please note that UNOPS does not accept unsolicited resumes. 
• Please note that UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.
• Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement. Applications received after the closing date will not be considered. 
• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments. 
• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. 
• UNOPS evaluates all applications based on the skills, qualifications and experience requirements outlined in the vacancy announcement. We are committed to considering all candidates in a fair and transparent manner, and we value diverse perspectives and experiences, including those of women, indigenous and racialized communities, individuals with diverse gender identities and sexual orientations, and people with disabilities.
• We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post. 
• For retainer contracts, you must complete a few mandatory courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here. 
• For more details about the contract types, please click here.
• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda. 
• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.