- Organization: ICC - International Computing Centre
- Country: United States
- City: New York, USA
- Office: UNICC UNHQ New York
Vacancy Notice Number: ICC/15/NY/602
Position Title: Information Management Assistant
Position Type: One year long term, renewable
Number of Positions: 5
Date of Issue: 5/15/2015
Date of Closing: 6/12/2015
Grade: G5
Annual Salary Estimation: USD 45,884 (net)
Duty Station: New York, USA
Organizational Location/Unit: International Computing Centre (ICC)
Position Description
Purpose of the Position
The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.
Objectives of the Programme
The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.
Summary of Assigned Duties
Within the delegated authority, the Information Management Associate will be responsible for the following duties:
- Act as single point of contact for all incidents and questions related to partner-specific systems
- Log service calls and emails for above incidents
- Analyse and resolve incidents according to established operational procedures
- Provide training for partner-specific systems and applications to the user community
- Escalate HQ campus-related infrastructure incidents to appropriate parties in order to ensure timely resolution, identifying and recommending measures to prevent recurrence of incidents
- Monitor and inform users of outages, known errors and progress if these cannot be resolved at point of call
- Update the information database, the knowledge base, workflow, procedures and operating level agreements
- Assist in the production of technical documentation and user manuals
- When required, provide support outside normal working hours
- Manage the access control for users
- Support Employee Self Service (ESS) and Management Self Service (MSS) users
- Manage workflows for ICC's partner and designated mission(s)
- Act as Tier 2a support for the client and support Tier 2a in the Global Service Centre during their silent hours
- Perform other duties as required
Notes
- Appointment against this position is on a local basis.
- Technical and/or personality tests may be carried out as part of the selection process.
- Only short-listed candidates will be contacted.
- The ICC retains the right not to make any appointment for this vacancy or to make an appointment with a modified job description or for shorter duration than indicated above.
ICC Global Competencies
Functional Knowledge and Skills
Essential
- Good knowledge, at a level of providing tier 1+ support to users, of at least one of the following: MS SharePoint, MS SQL Server, SAP ERP
- Good knowledge, at a level of providing tier 1+ support to users, of at least one of the following: LDAP, IBM Lotus Notes/Domino, SAP Business Objects, MS Exchange, basic network troubleshooting
- Knowledge of incident and request fulfilment tracking software
- Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision
- Understanding of Local and Wide Area Network concepts
- Knowledge of IPSAS desirable
- ITIL awareness
- Knowledge of IPSAS
Essential
- Graduation from secondary school supplemented by training in IT, preferably with diploma
- ITIL Certification
Essential
- At least five (5) years of experience in information technology or related area, including at least three years (3) in working in a Service Desk environment, supporting end users and other technical teams
- Experience in drafting technical and user documents
- Experience in training end users
- Experience in Infrastructure monitoring
- Expert knowledge of English is required (written and verbal)
- Knowledge of French is desirable