INFORMATION SYSTEMS ASSISTANT (TJO)

Org. Setting and ReportingThe temporary position is located within the United Nations Support Office in Haiti (UNSOH). Pursuant to Security Council resolution 2793 (2025), UNSOH has been mandated to provide support; primarily to the Gang Suppression Force (GSF), the United Nations Integrated Office in Haiti (BINUH), the Haitian National Police (HNP), and the Haitian Armed Forces in the context of any joint operations with the GSF. Additionally, UNSOH is tasked with delivering technical assistance to the Organization of American States (OAS). The incumbent will serve in the Service Management Unit (SMU). SMU provides first-level ICT support to mission clients, manages service desk operations, and ensures compliance with organizational standards and ITIL-based service management frameworks. The unit acts as the single virtual point of entry for customer support, routing requests electronically to technical resolution teams, monitoring client experience, and driving continuous service improvement programs. SMU also oversees disaster recovery exercises, IT security assessments, compliance reporting, and risk mitigation plans. The position is based in Port-au-Prince and is located with the Field Technology Section in the Service Management Unit. The FS-5 Information Systems Assistant will report to Chief of Unit, Information Systems, P-3 and will supervise service desk staff. ResponsibilitiesWithin the limits of delegated authority, the Information Systems Assistant, FS-5 will be responsible for performing the following duties: • Monitor service performance against operational and service-level agreements, prepare dashboards and management reports, and recommend improvements for client experience. • Implement ITIL-based service management processes for incident, problem, and change management to maintain compliance with organizational standards. • Ensure proper configuration and maintenance of information security systems, including access control and data protection measures. • Contribute to SMU communications and outreach activities, promoting awareness of ICT services and standards across mission components. • Assists with the management of the Information Systems budget, formulating and monitoring budget allocations and expenditures, verifying funding and ensuring no overrun occurs. • Supports the development of technical specifications for the procurement of equipment and contractual services, and coordinates the technical evaluation of offers and proposals received. • Handles all aspects of contract administration including the establishment of service level agreements with vendors and chargeback policy for users. • Assists the team with the development of strategies to implement global information systems projects originating out of OICT and the Mission. • Assists the team with the development, implementation and monitoring of information systems standards, guidelines and procedures. • Assists the team with the development of detailed systems and other functional specifications and user documentation as required. • Maintains, upgrades or enhances existing user systems; troubleshoots and provides continuing support, to include resolving difficult problems, advising on the use of new techniques, monitoring transactions to measure performance and continued effectiveness of assigned systems, etc. • Supports the team with the development of training materials, operating and user manuals and trains staff in the use of assigned systems. CompetenciesProfessionalism: Knowledge and experience in the application of appropriate techniques and programming languages. Demonstrated expertise in IT service management, including implementation of ITIL processes for incident, problem, and change management. Strong understanding of service desk operations, performance monitoring, and client experience management. Capacity to analyze service trends, identify gaps, and implement innovative solutions for continuous improvement. Shows pride in work and 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. Communication: Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Tailors language, tone, style and format to match the audience; Demonstrates openness in sharing information and keeping people informed. 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 is required. Job - Specific QualificationTechnical or vocational certificate in computer science, information systems, mathematics, statistics or related field is required. Work ExperienceAt least eight (8) years of progressively responsible experience in Information Systems and Technology, or related area is required. Experience in monitoring service performance, producing management dashboards, and reporting on service-level agreements is required. Experience in the field of information Systems and Technology or related area in a conflict or post-conflict setting is required. Experience in carrying out programmatic/administrative tasks necessary for the functioning of the Unit including preparation of cost estimates/budgets, reporting on budget/programme performance; contracting vendor services is required. Practical experience applying ITIL principles for IT service management, including incident, problem, and change management processes is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. French is desirable. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).