Generic Vacancy Announcement: IT Assistants (Customer Care), GS-5, Business Innovation and Support Section (BIS), Global Shared Services Centre, Budapest, Hungary

The vacancy is created to fill any temporary and regular fixed-term IT Assistant GS-5 level positions in BIS

Applicants must be nationals Hungary/EU countries or in possession of a valid long-term Hungarian work permits (temporary, sponsored ones etc. are not accepted) already at the time of application.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, a calling.

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology. For more information about GSSC please visit our webpage at Global Shared Services Centre (GSSC)  and check this YouTube.

How can you make a difference?

The Business Innovation and Support Section (BIS) of UNICEF GSSC is seeking to build a pipeline of qualified IT Assistants at the GS-5 level. This is a great opportunity for career development in a fast-paced, multicultural context and for taking the first step towards an international career as part of the UN family.

The key role of Information Technology Assistants (Customer Care) is to support users in all locations (country offices, regional offices, and headquarters) and to ensure that effective and efficient solutions are provided to all incidents and queries on IT infrastructure, Business and GSSC services. In addition, IT Assistants are expected to handle other tasks or projects assigned by the supervisor. These positions require the successful candidate to work in 24x7 shifts.

The vacancy is created to fill any temporary and regular IT Assistant (Customer Care) GS-5 level positions in BIS.

Key functions, accountabilities, and related tasks:

• Business and Technical support: Liase with other GSSC Sections, ICTD and Headquarter Divisions to handle IT or business-related inquiries and complaints received from UNICEF staff at all levels, through various channels, conducting thorough investigation, problem analysis and the resolution of these issues in a timely and professional manner.
• Collaborate with Business and Technical SMEs at GSSC and other HQ Offices to inform improvements to business processes and IT system enhancements.
• Maintenance of knowledge base library, provide work shadowing and business continuity.

For further information please consult the detailed Job description

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

• Completion of Secondary education (high school degree) supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering, Business, Administration, Finance, or Human Resources. Coursework in any of these fields, supplemented with relevant certifications, is a plus.  An ITIL Foundation Certificate or an equivalent customer support certification is also desirable.
• A minimum of five years' practical work experience (with secondary education) in Information technology, Business, Administration, Finance, Human Resources, or equivalent qualifications.   
  A bachelor's degree in related fields may replace three years of related work experience.  A master’s degree may replace an additional two years of work experience. 
• Practical work experience in providing technical and business application support is required along with practical experience and working knowledge of various computer platforms and applications. 
• Experience in providing support to a developmental agency’s field operations and/or supporting users in all key business systems and equipment is desirable.   
• Basic general IT knowledge, including Office 365 suite, MS Azure Cloud, SAP R3/HANA and Microsoft SharePoint.   
• Good organizational abilities and adherence to established procedures, ensuring a well-structured and efficient work environment. 
• Ability to work in shifts and effectively manage tickets. 
• Attention to detail and ability to provide well-documented records. 
• Good communication and collaboration skills to effectively support internal and external stakeholders and to collaborate with external vendors.  
• Willingness to learn the interdependencies between business processes and IT services, ensuring alignment and efficiency. 
• Familiar with incident management, major incident management, and problem management processes.  
• Proficiency in ITIL change management and problem management best practices is a plus.  
• Fluency in English (verbal and spoken) is required. Knowledge of an additional official UN language (Arabic, Chinese, French, Russian or Spanish), or local language of the duty station is considered is an asset. 

Applicants must be nationals of Hungary, EU countries or in possession of a valid long-term Hungarian work permits (not sponsored by any employer) already at the time of application. Applicants are required to attach copies of their valid Hungarian permits which allow them to work full-time to their applications.

As an advocate for every child, you will receive

• UNICEF offers an attractive remuneration package including a tax-free base salary starting net HUF 610,135 per month.
• Holidays and leave, including 18 days (for temporary positions) or 30 days (for fixed-term regular positions) of annual leaves per year
• Parental leave
• Dependency allowance
• United Nations sponsored medical insurance plan
• Pension plan
• Optional life insurance plan
• Access to professional development and learning programs, online learning and learning path
• Access to staff well-being support
• Access to career development support

Please visit Compensation and Benefit site on UNICEF Career page

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

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

To view our competency framework, please visit here.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

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, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

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 promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

Requirement for internal applicants 

Internal applicants from the GSSC must have their Learning Paths completed already at the time of application otherwise they cannot be considered. Please visit the L&D Portal at Learning in the GSSC (sharepoint.com) for more information.

Remarks:

General Service (GS) staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.

UNICEF appointments are subject to medical clearance.  Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid).

Government employees that are considered for employment with UNICEF are normally required to resign from their government 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, regardless of the reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.