Global IoT Analyst - Smart Facilities- IPSA 9

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Office/Unit/Project Description  

The United Nations Development Programme (UNDP) Office of Information Technology and Management (ITM) is the organization’s primary provider of high-quality products of ICT systems and Green Energy services to a global network of 155+ country offices and UNDP partners worldwide. The mission of the ITM Smart Infrastructure Services is to “Create Smart Facilities, build local Capacity and Inspire and Movement”, which guarantees efficient, innovative, and sustainable management of technologies for UN facilities, and consistency with Sustainable Development Goals (SDGs). The Smart Facility solutions include Green Energy services, Connectivity, Security and IoT and Data. ITM offers a framework of best practices to deliver resilient, highly available and sustainable business solutions that flourishing innovation throughout the organization. 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.

The UNDP ITM unit in Copenhagen is growing its team to bolster support for Internet of Things (IoT) initiatives, in line with the organization's digital transformation agenda and Smart Facilities initiative. IoT stands as a cornerstone of the Fourth Industrial Revolution, offering vast potential within its expansive technology landscape. ITM is building IoT-As-A-Service portfolio using sensors-based devices and transmission technologies such as LoRaWAN, BLE, Zigbee, NB-IoT, LTE-M, etc in order to provide Smart UN Facilities in UNDP Country Office globally. 

The Global IoT analyst is responsible for building IoT network, installing the sensors/gateways, and provide continuous operation support. The analyst  is also playing a critical role in expanding IoT service in the whole UN System. The Analyst answers all inquiries, respond to emails and perform in-person support sessions which require a combination of technical and interpersonal attributes, good judgement, clear communication skills and the ability to help others are integral qualities

Duties and Responsibilities

• Set up IoT network and Digital Twin infrastructure for the IoT foundation project in UNDP Country offices and government projects sponsored by UNDP under the umbrella of Smart Facilites concept. Integrating the solutions with IoT Platform in Azure, testing the sensors and the gateways, testing the whole infrastructure chain, and providing full operation support after commissioning.
• Provide technical support to IoT foundation project in UNDP Country Offices and other Smart Facilites projects related to network and connectivity.  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, related to IoT and Digital Twin projects.
• 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. Mo