Business Process & ICT Analyst

Background

The United Nations Development Programme’s (UNDP) mission, as part of the United Nations system, is to achieve sustainable development and fight poverty wherever it is greatest. This requires the absolute best of us, world-class collaboration, innovative thinking, resilient-based strategies, and continuous learning. UNDP’s competitive advantage as a development partner of choice comes from having the trust of developing countries, owing to our impartial character, transparency, and longstanding presence and commitment to the poorest and most vulnerable. We offer opportunities to make a lasting difference to the more than 170 countries where we commit our support and expertise.

The Localizing e-Governance for Accelerated Provision of Services (LeAPS) Program is a flagship program of the Ministry of the Interior and Local Government (MILG) in partnership with the United Nations Development Programme (UNDP) aimed at addressing the gaps in local public service delivery by improving citizens access to local government e-Services. The program is being implemented in three (3) Outcomes, focusing on the achievement of the following results:

• Outcome 1. Citizens and other vulnerable groups efficiently utilize digital facilities and citizen-centric e-services provided by selected BARMM LGUs and key partners.
• Outcome 2. Enhanced capacities of MILG for data-driven e-governance at the regional and local level.
• Outcome 3. Enabling environment that supports e-governance

The primary focus of this assignment is on Outcome 2, while also providing support for Outcome 1 in close collaboration with the LeAPS Web Portal and e-Services Analyst, which includes both on-the-ground and remote technical assistance to ensure that the implementation of ICT strategies and requirements for establishing Digital Centres and a Data Centre is conducted efficiently and in a well-coordinated manner.

Under Outcome 2, the Business Process and ICT Analyst will work closely with the reconstituted Business Process Management (BPM) Team of MILG, as well as the development team from the Information and Communication Division (ICD) and the Information System and Technology Management Division (ISTMD) and process owners. He/she will support the successful deployment and integration of DILG Region IX's systems within the operations of MILG-BARMM. He/she will also provide technical assistance to enhance and digitalize MILG's internal processes and systems by re-engineering, optimizing, and automating transactional processes within priority areas such as Finance, Procurement, Human Resources, and Administration in collaboration with MILG Business Process Management (BPM) Team. And he/she will ensure compliance with Republic Act No. 11032, known as the "Ease of Doing Business and Efficient Government Service Delivery Act of 2018," which involves key aspects of establishing efficient service delivery mechanisms to prevent graft and corruption, reduce red tape, and expedite transactions. Creating and implementing a Citizen’s Charter through the support of MILG BPM Team. Eliminate manual practices and siloed operations that can impede the ministry's efficiency.

Duties and Responsibilities

Overall direction and guidance shall be provided by the UNDP Team Leader for Institutions and Partnerships (I&P) Programme, while day-to-day supervision shall be performed by the LeAPS Program Manager with oversight from the Programme Analyst.

The Business Process and ICT Analyst will perform the following tasks:

Process review and improvement of the current internal processes to fit the prevailing needs of the ministry.

• In collaboration with MILG BPM Team, adopt an existing methodology with a set of tools and techniques (e.g. client journey mapping, time and motion study (TMS), etc.) that offers structured ways to analyse, optimize, and manage processes that best align with MILG goals. Facilitate the identification of inefficiencies, bottlenecks, redundancies, and areas for improvement in the existing processes as a foundation for targeted enhancements that align with the ministry’s overall objectives.
• Conduct thorough analysis and documentation of existing processes and crafting new processes or redesign existing ones to be more compliant with relevant standards and regulatory requirements and ensure that the services contribute to the achievement of the ministry’s goals and objectives. 
• Document the transformation process for streamlined workflows that optimize efficiency to drive positive change and foster greater focus, accountability, and clarity throughout the ministry.
• Based on the results of data analysis, stakeholder interviews, and industry benchmarks, develop tailored strategies to address the unique needs and challenges and ensure that the solutions align seamlessly with the ministry’s objectives which may involve implementing new technologies, restructuring workflows, or revising standard operating procedures to accelerates processes, enhance productivity, and streamline operations. 
• Work closely with MILG technical and development teams to ensure business requirements are translated into functional specifications. Ensure that business functional requirements gathered are reflected in the System Design documents for the IT solution. Coordinate with business process owners to prioritize enhancements and development.
• Provide advice on and assistance to MILG to evaluate the best options for technology solutions in both local and international markets to support improved processes.

Carry out a supervisory role and provide technical assistance during the automation and digitalization of refined processes for efficient operation of the ministry using IT solutions.

• Oversee the contract execution of Software Developers and ensure that all deliverables are accomplished within the deadline as per the requirement of the scope of the services. 
• Act as the primary liaison between the software developers, MILG development team, and other stakeholders. Ensure transparent and effective communication regarding project status, risks, and achievement.
• Provide all the necessary support in conducting the Acceptance Testing and document the results. Ensure the systems have been accepted by the end user before Go-live with the IT solution.

Deployment of required infrastructure for Operationalization of IT Solutions including the ICT equipment for digital centres, call centres, and data centre.

• Oversee the contract execution of appointed contractors for Digital and Data Centres such as the installation, testing, and commissioning of all ICT software and hardware to ensure adherence to all requirements and specifications in the BoQ/Terms of References.

Support the coordination and conduct of a series of training to staff members of the ministry as well as other stakeholders for effective use of the system and use of Digital and Data Centre functionality for improved business results and improved client services.

• Conduct training needs analysis of all the staff concerned with MILG and LGUs and draw up a systematic training plan.
• In coordination with MILG and contractors, provide inputs in preparing training materials and other documents to be used in workshops and training sessions.
• Plan, coordinate, and implement necessary workshops and/or training sessions for staff members of MILG and LGUs on new processes and technologies to make them well conversant with the functionalities, features, and processes built in the new systems and operations and maintenance of the #DigitalBangsamoro centre with interactive call centre.
• Provide ICT support for key events such as the launching ceremony of the #DigitalBangsamoro Centre and Go-Live of IT solution.

Provide additional support to the LeAPS Program Management Office (PMO) and the Programme Team on the request of the LeAPS Program Manager and Programme Analyst ensuring achievement of project results including learning, monitoring, and reporting with respect to the implementation of the project work plan; and ensuring linkage with other BARMM offices and other related projects.

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

Competencies

Core competencies:

• Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
• Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 
• Learn Continuously:  LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
• Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible 
• Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
• Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
• Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination 

Cross-Functional & Technical competencies:

Business Management           

• Operations Management - Ability to effectively plan, organize and oversee the operation's business processes in order to convert its assets into the best results in the most efficient manner, Knowledge of relevant concepts and mechanisms.
• 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. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns. 

Business Development          

• Knowledge Generation - Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations 

Digital  

• Agile' methodologies and practices - Ability to manage projects and processes through continuous iteration, learning and improvement. Ability to manage a self-organising cross-functional teams, foster a team culture of curiosity and learning. Being nimble and being able to improvise and quickly adjust to unforeseen events or changes in conditions or context.

Required Skills and Experience

Education:

• Advanced university degree (Master’s degree or equivalent) in Computer Science/Engineering or Information Technology/Science or related field is required, or 
• A first level university degree (bachelor’s degree) in the areas mentioned above in combination with an additional two (2) years of qualifying experience will be given due consideration in lieu of advanced university degree. 

Experience:

• Applicants with a Master’s degree (or equivalent) in a relevant field of study are not required to have professional work experience. Applicants with a Bachelor’s degree (or equivalent) are required to have a minimum of two (2) years of relevant professional experience in business analysis, design, and requirements gathering.
• Strong technical background with various software tools and technologies used in process analysis and automation is desirable
• Experience in creating detailed process maps and documenting workflows is an asset. 
• Experience in leading and implementing initiatives related to digital workplaces, platforms, and solutions is advantageous. 

Required Languages:

• Fluency in English and Filipino is required.

Professional Certificates:

• Professional certifications in Business Process Analysis are preferred.

Others:

• A resident of BARMM or Mindanao is highly preferred.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. 

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. 

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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