INFORMATION SYSTEMS ASSISTANT Full-time Job

This job is with United Nations, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Org. Setting and ReportingThis position is located in the Solutions Transformation (ST) Team in the Software Products for Member States Unit (SPMS), Digital Transformation and Solutions (DTS), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna (UNOV)/ United Nations Office on Drugs and Crime (UNODC), in Vienna (Austria). The incumbent will work under the direct supervision of the Support Team Lead, Software Products for Member States (SPMS), and the overall guidance of the Chief of the Information Technology Service (ITS).ResponsibilitiesThe incumbent will contribute to the software support and maintenance of the unit's software solutions. S/he will assist in catering for a select number of member states, that have complex implementation, advanced engagements with UNODC and specific requirements for the software provided by UNODC. The incumbent will contribute to product and technology support activities in the software development lifecycle and work closely with product managers, developers, and users. Within assigned authority, the incumbent will perform the following specific duties:

Investigate and address support tickets of medium complexity, collaborating closely with the product development team.

Work closely with other support engineers to receive escalation and resolve issues efficiently.

Coordinating day-to-day availability for ticket work with Support Team Lead.

Collaborate with developers to gain insights into complex technical problems and contribute to effective solutions.

Maintain and update a centralized knowledge base containing solutions, workarounds, and best practices. Design, create, produce, and maintain technical documentation, FAQs and how-tos.

Establish and document procedures and troubleshooting steps for recurring issues to facilitate efficient problem resolution.

Establish and monitor Key Performance Indicators related to support and resolution times and quality, provide regular reports to SPMS product management.

Stay abreast of industry best practices in support and development.

Propose and implement improvements to support processes based on industry standards and evolving technologies.

Update testing documentation based on resolution and software updates, ensure inclusion in future regression and other testing regimes.

Develop and maintain expertise in .NET, Angular, and SQL technologies.

Provide training and guidance to junior support engineers on these technologies.

Utilize JIRA and Confluence for issue tracking, collaboration, and documentation purposes. Ensure accurate and up-to-date information is available in these tools.

Generate reports on support activities, highlighting trends, and proposing proactive solutions to prevent recurring issues.

Communicate effectively with cross-functional teams, providing timely updates on issue resolution and collaborating on long-term solutions.

Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.

Assist with visualizations and updating information material such as web pages or brochures.

Perform any other work-related duties as required.CompetenciesProfessionalism: Has knowledge of systems design, and development, management, implementation and maintenance of information systems. Is able to develop and manage centralized or decentralized institutional systems. Has conceptual and strategic analytical capacity to understand information system and business operational issues so as to thoroughly analyze and evaluate critical systems matters. Has good knowledge of a range of computer languages and development paradigms, has knowledge of organization's information infrastructure and IT strategy as it relates to user area(s). Has ability to analyze and interpret data in support of decision-making and convey resulting information to management. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others' ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Client Orientation: Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients' needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.EducationHigh school diploma or equivalent. ITIL Foundation Certificate in IT Service Management is desirable.Job - Specific QualificationITIL Foundation Certificate in IT Service Management is desirable. Work ExperienceA minimum of five years of progressively responsible experience in a client-facing IT support engineer role for systems using Microsoft's stack .NET/C#, ASP.NET, SQL is required. The minimum number of years of relevant experience is reduced to three for candidates who possess a first-level university degree or higher. Experience investigating and resolving production is required Experience with agile development approaches and associated development techniques is desirable. Experience working in .Net associated technologies is desirable. Experience in Fintech, Regtech is desirable Work experience within the United Nations system or similar international organization is desirable. Experience in data analytics or related areas is desirable.LanguagesEnglish and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English is required. Knowledge of French and/or Spanish are an advantage. Knowledge of another United Nations official language is an advantage.AssessmentEvaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.Special NoticeThis position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. Non-local candidates will be considered only when no suitable candidate from the duty station is identified and will be subject to local recruitment. A staff me

MyGwork is the largest global platform for the LGBTQ+ business community.
Our mission is to make the workplace more inclusive for all by providing individual users and partner organizations access to a wide eco-system of services, including job opportunities, training, mentoring, employer branding, and free community events. Joining the platform is free for individual members, which supports myGworks goal of ensuring that the platform's benefits are as accessible and as far-reaching as possible. Corporate members get a tailored service, with carefully curated product packages to help them achieve all their DE&I goals.
myGwork organizes two annual events, WorkFair the largest virtual global career fair for the LGBTQ+ professionals, graduates and students, and WorkPride a week-long global conference for the LGBTQ+ business community and allies during Pride Month. The company also recently launched the myGwork Academy, delivering practical and relevant LGBTQ+ training education to help create inclusive workplaces for all.