Global ICT Analyst – Smart Facilities

To support the transition to next generation infrastructure of UNDP, ITM manages and monitors the operation of the ICT infrastructure and Smart Facilities resources in global UNDP premises. Specifically, the Smart Facilities Network Operations Center​ (SFNOC) monitors the ​network, service, and availability of smart facilities; fulfils requests received through the ticketing platform; supports configuration backup of infrastructure devices and change management; solves network outage incidents and supports disaster recovery; provides support to system installation and training.  Given the growing demand for services, SFNOC is looking for a new colleague to join the Copenhagen office to assist the operation and provide timely and efficient support to end users.

The Global ICT Analyst for Smart Facilities is the first line responder of systems/solutions related issue to support end-users’ problems or defects with products. The incumbent answers inquiries, responds to emails and performs in-person support sessions and needs a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities.

• Contribute to the Global ICT infrastructure and Smart Facilities operations by assisting with OneICTbox and MSS-3 operations, collaborating with the Network Management System, and developing network orchestration and automation tools. Ensure that all networks operate according to standard configurations and adjust any deviations to comply with corporate configuration and security standards. The incumbent will contribute to monitoring and supporting facilities for all Smart Facilities projects, enhancing global coverage efficiency.
• Provide technical support to UNDP Country Offices with OneICTbox, MSS-3, WiFi and LAN Devices, cloud-managed CCTV Cameras, IoT for PCMM, and other smart facility devices. Resolve issues related to networks and Smart Facilities services using standard troubleshooting procedures and resolve any infrastructure-related issues according to SLA.
• Handle incoming incidents escalated through the internal ticketing platform and monitor alarms sent by NMS. Escalate complex incidents or issues requiring vendor or Level-3 support intervention.
• Facilitate capacity-building exercises by assisting in the preparation of global webinars and trainings, providing on-site operational support as required by UNDP Country Offices with guidance from the team lead.
• Contribute in developing the operational support system to provide efficient responses and develop guidelines for end-user training.
• Support ICT managers with requested non-technical and technical support requirements of UNDP Country Offices through consultation with the supervisor. The incumbent will closely collaborate with other ITM internal teams and provide support as needed.
• Write documentation related to IT support operations, including procedures, system documentation, technical guides, conformity and corrective reports, and user feedback. Monitor and ensure compliance with corporate standards and ISO 9001:2008 for both the rollout process and documentation.
• The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangement

• On a day-to-day basis, the Global ICT Analyst will be working with and directly reporting to the Manager of Smart Infrastructure and Connectivity Unit (SICU) and ICT Specialist;
• The Global ICT Advisor/Chief of SIS has the overall responsibility to guide the team
• Progress reporting will be done in the monthly team meeting and also weekly SICU meetings.

• Business Direction and Strategy – System Thinking: 
  • Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
• Digital & Innovation – Data engineering:
  • Ability in programming languages such as SQL, Python, and R, be adept at finding warehousing solutions, and using ETL (Extract, Transfer, Load) tools, and understanding basic machine learning and algorithms.
• Information Management & Technology    IT Security Management:
  • Knowledge of Cyber Security technologies, processes, techniques and tools. Apply practical innovations to solve cybersecurity problems.
  • Capability to keep UNDP systems and data safe.
  • Knowledge of ISO 27001 principles. CSSIP, CSIM, CISA or equivalent certification desirable.
• Information Management &Technology:
  • IT Continuity and Disaster Recovery    Ability to advise on IT continuity and disaster
• 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.
• Information Management & Technology    Network, Communication and Infrastructure:
  • Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
• Information Management & Technology    IT Service Delivery & Operations:
  • Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

Desired skills in addition to the competencies covered in the Competencies section:

• Experience with Identification and prevention of any potential network issues and ICT Security is desirable.
• Experience in computer networking as in setting up and operating ICT infrastructure is desirable;
• Expereince/Knowledge in Information Security and Firewall technologies by applying such expereince in developing infrastructure setup is desirable;
• Ability in effectively disseminating information through clear communication is desirable;
• Experience with IoT, AI and Machine Learning is desirable
• UN experience is desirable;