INFORMATION SYSTEMS OFFICER, P3

The 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 joint operations with the GSF. UNSOH is also tasked with delivering technical assistance to the Organization of American States (OAS). The position is based in Port-au-Prince and is located in the Service Management Unit of the Field Technology Section (FTS), Mission Support Division. The incumbent reports to the Chief of Unit, Information Systems, P-4, and is responsible for coordinating service-support operations, service desk processes and the effective routing, escalation and follow-up of ICT requests and incidents.

Within delegated authority, the Information Systems Officer, P-3, will be responsible for the following duties: • Coordinates day-to-day service-support and service desk operations and ensures requests and incidents are logged, categorized, prioritized, routed, monitored and followed through to closure. • Administers and improves incident management, request fulfilment, service catalogue, knowledge-management and escalation procedures in accordance with applicable United Nations standards and IT service-management practices. • Acts as a coordinated point of contact between clients and FTS technical resolution teams and follows up on aged, high-priority and escalated tickets. • Monitors service performance, ticket volumes, backlogs, response and resolution times, recurring issues and client-experience indicators and prepares operational and management reports. • Develops and maintains ICT service catalogues, support procedures, standard operating procedures, knowledge articles and user guidance. • Coordinates multi-tier support activities with technical teams, enterprise service providers and vendors and follows up on service commitments and escalations. • Supports configuration and continuous improvement of enterprise IT service-management workflows, queues, forms, routing rules and service-performance information. • Identifies recurring incidents, process gaps and opportunities for automation, self-service and service improvement and coordinates corrective actions with responsible teams. • Supports user communications relating to incidents, planned service changes, outages, maintenance activities and service restoration. • Supports service-continuity exercises, compliance reporting and risk-mitigation activities assigned to the Service Management Unit and refers technical security matters to the responsible FTS or enterprise function. • Prepares training and awareness materials and provides guidance to staff on service-support processes and tools. • Performs other duties as required.

Professionalism: Knowledge of information technology and information management, particularly IT service management, service desk operations, incident and request management, systems support and service-performance monitoring. Strong analytical and problem-solving skills and the ability to apply service-management practices in a complex operational environment. Demonstrates professional competence, sound judgement and client focus. 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. Planning and organizing: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments; adjusts priorities as required. Allocates appropriate amount of time and resources for completing work. Foresees risks and allows for contingencies when planning. Monitors and adjusts plans and actions as necessary. Uses time efficiently.

An advanced university degree (Master’s or Doctorate degree, or equivalent) in in information technology, computer science, information systems or related fields is required. A first-level degree (Bachelor’s degree or equivalent) in the specified fields of studies with two additional years of relevant work experience may be accepted in lieu of the advanced university degree.

Certification in ITIL Foundation or a higher ITIL level is required. Certification in the administration or implementation of an enterprise IT service-management platform, such as Flow Desk, iNeed Administrator, or an equivalent recognized qualification is required. Certification in ISO/IEC 20000 Foundation or a higher-level ISO/IEC 20000 qualification is desirable. Certification in Business Relationship Management Professional (BRMP) or a higher-level Business Relationship Management qualification is desirable. Certification in support center or service desk management, such as HDI Support Center Manager, or an equivalent recognized qualification is desirable. Certification in PRINCE2 Foundation or a higher PRINCE2 level, PMP, or an equivalent recognized project management methodology is desirable.

A minimum of five years of progressively responsible experience in planning, design, development, implementation or maintenance of computer information systems, IT operations, user support, service management or a related area is required. Experience in ICT service desk operations, incident management, request fulfilment, service catalogue administration or related IT service-management processes is required. Experience in the management and implementation of Business Relationship Management (BRM) practices, including stakeholder engagement, business needs identification and alignment of ICT services with organizational priorities is required. Experience developing and maintaining ICT service catalogues, support procedures, standard operating procedures or knowledge-management content is required. Experience coordinating technical support teams or service providers in a multi-tier support environment is desirable. Experience using an enterprise IT service-management platform to manage requests, incidents, workflows or service-performance information is desirable.

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

This temporary job opening is available through 30 June 2027, extension will be subject to further approval of funding and applicable staffing structure of the Section/Unit. An appointment may be terminated, or post level adjusted in accordance with the Staff Rules for such reasons as abolition of post or reduction of staff or committee funding approvals, for example in the event that the funding for the post is not approved or the mandate of the mission is not extended. If the selected candidate is a staff member from the United Nations Secretariat, the selection will be administered as a temporary assignment. While this temporary assignment may provide the successful applicant with an opportunity to gain new work experience, the selection for this position is for a limited period and has no bearing on the future incumbency of the post. The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. Retirees above the mandatory age of separation who wish to be considered for the current temporary job opening must indicate the reason for their last separation as "retirement." Such retirees shall not be employed by the Organization, unless (a) the operational requirements of the Organization cannot be met by staff members who are qualified and available to perform the required functions; and (b) the proposed employment would not adversely affect the career development or redeployment opportunities of other staff members and represents both a cost-effective and operationally sound solution to meet the needs of the service. Please note that pursuant to the Staff selection system policy (ST/AI/2025/2): (1) Applicants for positions in the Field Service category cannot be of the nationality of the country where the position is located, and (2) Applicants for positions in the Professional and higher categories in a mission, field operation, or resident coordinator’s office cannot be of the nationality of the country where the position is located. For currently serving staff of a United Nations Common System organization, only the UN-recognized nationality will be considered for the purposes of these restrictions.

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. All external candidates recruited in accordance with section ‎2.2 (a) of ST/AI/2025/3 for a fixed term appointment without limitation and all external candidates recruited in accordance with section 2.2. (c) of ST/AI/2025/3 for a fixed term appointment limited to the entity are subject to an initial probationary period of one year under a fixed-term appointment. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.