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UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a Champion.

How can you make a difference? 

Senior Information and Communications Technology (ICT) Associates perform specialized activities pertaining to UNICEF’s ICT systems including cloud operations, ICT administration, server operations, hardware, and software. Specialized activities may include technical support in the testing and implementation of new application system releases, modules and functionalities and systems administration tasks. This is skilled work, which may include the provision of procedural leadership to more junior staff or serve as a focal point for a systems project.

Senior ICT Associates perform highly skilled ICT activities. They demonstrate initiative in the identification and resolution of issues/problems and provide substantive technical assistance to senior ICT staff in addressing systemic problems. The impact thus affects not only the design and functionality of fundamental ICT systems, but also the operational effectiveness of staff throughout UNICEF. Indirectly, their work impacts on delivery of office-wide programmes. The Senior Associates are accountable for resolving problems escalated by ICT Assistants.

Key functions, accountabilities, and related duties/tasks:

Summary of key functions/accountabilities;

ICT Office Customer Service Support:

• The Senior ICT Associate is fundamentally involved in enlisting the support and cooperation of client staff from across the office in the installation, rollout and maintenance/troubleshooting of ICT digital tools, applications, equipment, and end user devices.
• S/He liaises and interacts with colleagues, users, and user groups in establishing end user needs, identifying and proposing potential solutions to the entity, and providing support for the rollout of the identified solutions.
• The Senior ICT Associate may coordinate with external service providers, such as telephony providers, and consultants, ensuring delivery of agreed services and prompt resolution of service issues.
• The Senior ICT Associate support the coordination of enterprise cloud applications that provide core ICT services and ensures customer satisfaction using service desk metrics.
• Service Level Management functions and subject matter experts to ensure the smooth operations of cloud enterprise applications. Ensure timely resolution of issues arising from related to systems under her/his scope are addressed effectively and/or escalated timely.
• Effectively liaise with peers, internal partners and external vendors on products and support. This includes product upgrades, technical support, maintenance of existing systems and other related operational matters.
• Jointly with supervisor, periodically review processes and operational guidelines and collaborate in their enhancement. Take ownership of events, tasks, provide feedback on assigned tasks, and implement actions to complete activities timely.

ICT Administration:

Senior ICT Associates perform specialized IT application administration activities to ensure functionality and facilitate  end users. Accountabilities/key results include:

• users access management at NCO level as per admin rights.
• Implementing system vulnerabilities and relevant security patches; prioritizing, evaluating, testing and applying third party patches as per corporate guidelines.
• Providing second-level support to users on systems applications including assistance on technical issues, setting up user access security profiles, and other related user issues.
• Support the implementation and Drafting technical documentation and manuals where necessary.
• Identity user capacity gaps through help desk metrics and coordinating and advising on training needs with the relevant teams.
• Assisting in the management of specialized ICT projects, particularly in the area of development and implementation of new systems and applications.
• Preparing periodic and ad hoc reports.
• Network and internet monitoring and performance management to meet end user needs.

To qualify as an advocate for every child you will have…

The following minimum requirements:

Education: Completion of Secondary education is required, supplemented with formal training at university level in Computer Science, Information Systems, Telecommunications, Engineering.

ITIL Foundation Certificate or equivalent customer support certification is an asset.

Work Experience:  A minimum of seven years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.

Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.

Practical experience in providing technical and business Customer Support and Services is required.

Practical experience and working knowledge of various computer platforms and applications is required.

Skills:

• Advanced knowledge of Cloud computing technologies – Microsoft O365, Intune, Meraki.
• Understands current system development processes, methodologies.
• In-depth knowledge of computer information systems,), hardware and applications software and other network peripheral devices.
• Ability to develop user guidance material and provide training during rollout phases of ICT projects.
• Ability to categorize incidents issues and problems and implement remedial actions by resolution or prompt escalation.
• Takes responsibility to respond to service needs promptly and proactively.
• Demonstrates a high degree of integrity, reliability and honors matters of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.

Language Requirements: Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

The following desirables:

• Developing country work experience and/or familiarity with emergency.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF competencies required for this post are…

(1) Builds and maintains partnerships

(2) Demonstrates self-awareness and ethical awareness

(3) Drive to achieve results for impact

(4) Innovates and embraces change

(5) Manages ambiguity and complexity

(6) Thinks and acts strategically

(7) Works collaboratively with others.

Familiarize yourself with our competency framework and its different levels.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, time off for breastfeeding purposes, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority, and discrimination. UNICEF is committed to promoting the protection and safeguarding of all children. All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks:

As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF’s active commitment to diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable female candidates are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason. 

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.