Information Systems Officer (Head of Service Desk)

Org. Setting and Reporting

The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG is, in turn, assisted in this function by the Office of Investment Management (OIM). OIM manages a $100+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM’s staff are all based in New York but come from over 40 countries. For more information please visit OIM's website at https://oim.unjspf.org/. This position is located in the Operations and Information Systems Section of the Office of Investment Management (OIM). The incumbent reports to the Senior Information Systems Officer.

Responsibilities

Within limits of delegated authority the Information Systems Officer may be responsible for the following duties:

• Lead the Service Desk functions as a centralized system of record for intake, triage, queue management, routing, escalation, knowledge base and reporting.
• Oversee automation of standard request and incident workflows, including auto-assignment, categorization, prioritization, and knowledge article suggestions to improve first-contact resolution and reduce manual handling.
• Provides specialized advice to users, analyzing users' requirements and translating these into new applications; determines application systems integration and linkage issues.
• Evaluate and implement ServiceNow capabilities, integrations, and automation opportunities that improve service delivery, reduce repetitive work, and increase operational efficiency.
• Monitor ticket trends, backlog aging, and service performance indicators to proactively manage workload, identify bottlenecks, and recommend process improvements.
• Maintains a configuration management database and inventory of endpoints and installed software assets.
• Support platform governance and connected tools, ensuring consistent workflows, standardized data, and scalable process design across service operations; ensures appropriate data security and access controls considering both local and remote users.
• Coordinate testing and validation of enhancements, automations, and new modules before deployment to ensure quality, usability, and operational readiness.
• Escalate incidents according to defined operational and cybersecurity procedures and governance, ensuring service continuity and timely coordination with responsible teams.
• Drive self-service adoption through knowledge articles and self-service content, service catalogue optimization, ensuring users are gu...