ICT Associate (ICT & Database) At UNOPS

Project Information
Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information Centre (IAIC) – Awaaz Afghanistan (Awaaz) – is an inter-agency two-way communication and accountability mechanism that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, Awaaz is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.
Local Context
Supported by the Humanitarian Country Team, with initial funding from the United Nations High Commissioner for Refugees (UNHCR) and the World Food Programme (WFP), and currently supported by the Afghanistan Humanitarian Fund (AHF) and European Civil Protection and Humanitarian Aid Organisation (ECHO), Awaaz’s primary objective is to promote two-way communication between affected populations to:
I. Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation.
II. Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations
III. Support an environment of transparency and accountability by:
a. Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints
b. Channeling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy
UNOPS is seeking an ICT Associate with a strong background in database management and information management to ensure the IAIC remains functional always.
Under the direct supervision of the Information Management Officer (Technical), who reports to the Project Managers, and technical guidance of the ICT colleagues in the country office and HQ, the ICT Associate is responsible for efficient and effective ICT management and support to the operations in a given geography. In the discharge of her/his duties, the ICT Associate liaises with UNOPS programme support colleagues in order to ensure best support.

_** Functional Responsibilities

**1. ICT client services, management and administration

Network administration
Team Management
Knowledge Building and Knowledge Sharing 5. Database Management

1. ICT client services, management and administration

Ensures efficient and effective ICT client services, management and administration, focusing on achievement of the following results:
_Implementation of ICT and operational strategies compliant with UNOPS rules, regulations, policies and framework.
Provision of fast, friendly, and effective user support.
Advice on information technology and systems planning exercises undertaken in the Business Unit, and representing the Business Unit in those undertaken throughout UNOPS.
Participation in the development of ICT standards and strategies for the Business Unit
Maintenance of inventory of all computer, audio/video communication equipment, and software in the Business Unit, ensuring compliance with asset management policies.
Interaction with the country office, HQ and ICT personnel from other UN agencies in the area to share and exchange information and expertise on applications and tools.
Effective functioning (installation, operation and maintenance) of all UNOPS hardware equipment and acquisition of hardware supplies, approved software and application of updates and patches in a timely manner.
Supervision of information and communication services of the Business Unit and managed projects.
Effective advice on all project implementation activities involving ICT; the hardware and software procurement process; and establishment and maintenance of a roster of potential suppliers.
Active networking with clients, addressing and improving common areas of concern.
Provision of consulting services, ICT audit inspections and/or facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ ICT personnel, as required.
Liaison with UNOPS HQ, and other relevant units, to determine hardware and software requirements.
Acting as effective UNOPS’ liaison with the local UN partner agencies on issues relating to UNOPS ICT.

2. Network administration

Ensures efficient network administration, focusing on achievement of the following results:
Maintenance of network and internet connectivity to ensure stable operation, availability of bandwidth, and reliable connection to the internet and HQ based systems
Valid hardware maintenance agreements, to ensure timely resolution of hardware failures.
A stable and responsive network environment based on daily monitoring of the network connection.
Ensure confidentiality, integrity and availability of UNOPS ICT systems and UNOPS information assets.
Monitor and maintain proper backups of UNOPS data. Maintenance of measures in place for business continuity and disaster recovery processes and procedures Maintenance of video conference and telephony operations

3. Team Management

Facilitates the engagement and provision of high quality results and services of the team supervised through effective work planning, performance management, coaching, and promotion of learning and development.
Provides oversight, ensuring compliance by team members with existing policies and best practice.

4. Knowledge Building and Knowledge Sharing

Provide sound contributions to knowledge networks and communities of practice by synthesizing of lessons learnt and dissemination of best practices in human resources.
Collect feedback, ideas, and internal knowledge about processes and best practices and utilize productively.
Participates, organizes and delivers trainings for the operations/ projects staff in ICT services.

5. Database Management

Support the Information Management Officer (IMO) in utilizing business intelligence tools such as Excel, PowerBI or GSuite to produce multiple reporting deadlines for a variety of clients and through a range of mediums.
Support the Information Management Officer (IMO) in utilizing web content management systems, database backup, and underlying database query language (e.g. MySQL), with strong knowledge of data security, protection and preservation techniques to ensure integrity of call centre information is maintained.

Impact of Results
The effective and successful achievement of key results by the ICT Associate directly affects the overall efficiency and effectiveness of the relevant business unit/project, in ICT management, impacting the timely and effective implementation of the respective services and deliverables. This ensures client satisfaction and promotes the image and credibility of UNOPS as an effective service provider in project services and management. This enhances UNOPS’ competitive position as a partner of choice in sustainable development and project services in the country/region served.

** Education/Experience/Language requirements

Education:

Completion of Secondary education is required.
Diploma or University Degree, preferably in information sciences, computer sciences or engineering, is desirable

Experience:

A minimum of 6 years of progressively responsible experience in the field of information technology and/or telecommunications and systems, preferably in an international environment
Experience in the usage of computers and office software packages (MS Office 2010 and/or newer versions). Experience in management of Active Directory, Windows servers, and network infrastructure.
Database knowledge is required (e.g. Access, sql server, mysql)
and basic knowledge of data access, analysis and data visualization methodologies. Experience in the usage of business intelligence tools, including Excel, PowerBI and GSuite
Basic knowledge of contact center (Cisco CCX)
Basic knowledge of Voice over IP (VoIP) and Cisco Collaboration

Language: