Background

With offices in Copenhagen, Kuala Lumpur, Dakar, Amman, Panama City and Istanbul, the Global Shared Services Centre (GSSC) services over 180 countries, 40,000 personnel and more than 40 other UN Agencies and Organizations. Through its functional service lines, GSSC ensures high quality and timely delivery of human resources, financial and procurement services as well as information and innovative tools to its various clients and stakeholders. The GSSC is led by the Director, who reports to the Director of Bureau for Management Services (BMS).

Under the guidance and direct supervision of the ICT Analyst, the ICT Associate provides ICT services, support the management of ICT systems, provides daily tier 2 technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.

The ICT Associate works in close collaboration with the Directorate, GSSC and non-GSSC teams, and UNDP HQ staff for resolving ICT-related issues, collaborates with other ICT Staff.

Duties and Responsibilities

1. Support ICT Operations and Service Delivery

Ensure effective ICT service delivery and operational support across the GSSC environment through:

Managing day-to-day ICT operations and support services.
Coordinating the resolution of complex technical incidents, service requests, and escalations.
Providing advanced technical support for hardware, software, network, and enterprise systems issues.
Acting as the second-level escalation point for critical ICT incidents and service disruptions.
Supporting business continuity, disaster recovery, and operational resilience activities.
Driving continual service improvement initiatives to enhance service quality and user satisfaction.
Building productive relationships with stakeholders and maintaining a strong client-oriented service culture.
Conducting user awareness sessions and promoting the adoption of digital tools and technology solutions.
Developing and maintaining technical documentation, knowledge base articles, and user guides.
Coaching and mentoring junior ICT personnel and fostering knowledge sharing within the team.
Monitoring service performance and identifying opportunities to improve operational efficiency and user experience.

2. Manage Network Infrastructure and ICT Systems

Ensure reliable and secure ICT infrastructure through:

Administration and monitoring of LAN, WAN, wireless networks, internet connectivity, VPN, and related infrastructure.
Managing network security, performance optimization, and capacity planning.
Supporting server infrastructure, endpoint management, identity management, and collaboration platforms.
Supporting installation, configuration, maintenance, and lifecycle management of ICT hardware and software.
Ensuring implementation of security patches, firmware updates, antivirus solutions, and vulnerability remediation.
Supporting cloud-based and hybrid infrastructure services.
Monitoring network performance and recommending improvements to enhance reliability and stability.
Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks
Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups;
Maintenance of measures in place for business continuity and disaster recovery processes and procedures including backup and restoration of both server and local storage facilities.

3. Drive Digital Transformation and Process Automation

Lead automation initiatives that improve operational efficiency and user productivity through:

Designing, developing, and maintaining business process automation solutions using Microsoft Power Automate.
Developing Power Apps applications to streamline manual and repetitive processes.
Integrating business systems and workflows to improve operational effectiveness.
Identifying opportunities for automation and digital transformation across functional units.
Supporting workflow redesign and process optimization initiatives.
Creating dashboards, reports, and analytical tools using Microsoft Power Platform and related technologies.
Developing proof-of-concepts and innovative technology solutions aligned with business needs.

4. Knowledge Management and Team Collaboration

Promote knowledge sharing and organizational learning through:

Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;
Sharing expertise on emerging technologies and automation solutions.
Facilitating skills development initiatives within the ICT function.
Supporting cross-functional projects and organizational transformation initiatives.

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

The incumbent will be under the overall supervision and guidance of the ICT Analyst under the GSSC Operations KL unit.

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 Development

Knowledge Generation
- Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need
Human-centered Design
- Ability to develop solutions to problems by involving the human perspective in all steps of the problem-solving process

Business Management

Digital Awareness and Literacy
- Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed.
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 fulfill and understand the real customers' needs. Provide inputs to the development of customer service strategies. Look for ways to add value beyond clients' immediate requests.
- Ability to anticipate client's upcoming needs and concerns.

Operations Management

Business Management
- Ability to effectively plan, organise, and oversee the Organisation’s business processes in order to convert its assets into the best results in the most efficient manner. Knowledge of relevant concepts and mechanisms

Information Management & Technology

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

Required Skills and Experience

Education:

Secondary education is required.
University degree (Bachelor´s degree) in Computer Science or related field will be given due consideration, but is not a requirement.
Any of the following certificates are desired:
- Microsoft Certified Professional (MCP)
- Microsoft Certified: Power Platform Functional Consultant Associate
- Microsoft Certified: Power Platform App Maker Associate
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified Systems Engineer (MCSE)
- Microsoft Azure Fundamentals (AZ-900)
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP)
- Cisco Certified Network Engineer (CCNE),
- ITIL Foundation Certification/ITIL Fundamentals

Experience:

Minimum 6 years (with Secondary Education) or 3 years (with Bachelor´s degree) of working experience in network administration and use of hardware/software, telecommunications facilities;
Experience in the usage of computers and office software packages (MS Word, Excel, etc.);
System software and network administration, use of hardware/software, telecommunications facilities, video conferencing systems, usage and support of desktop productivity suites, mainly Microsoft 365, SharePoint, OneDrive, Teams, Yammer, Planner, knowledge of database packages.
Experience managing ICT projects and digital transformation initiatives is desired.
Experience coordinating small technical teams or multidisciplinary teams is desired.
Knowledge of ITIL service management practices is desired.
Experience with cloud platforms such as Microsoft Azure is desired.
Experience with data visualization and reporting platforms such as Power BI is desired.
Experience in web design and/or web-based management systems is an advantage.
Knowledge and experience of SharePoint Online administration and development of automated process flows in Power Automate or of AI-enabled productivity and automation tools is desired.
Experience working in international organizations or shared service environments is desired.
Experience from previous UN assignments, multilateral and bi-lateral aid organizations, and/or private sector would be an asset.

Language Requirements:

Fluency in English and Bahasa Malaysia is required.

This vacancy is open to nationals of the respective country.

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.

Use of AI by candidates

Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection

Scam alert

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.

ICT Associate [Open to internal and external applicants]