Global ICT Analyst - Smart Facilities

Background
  Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.
  UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
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. Specifically, the Smart Facilities Network Operations Center​ (SFNOC) monitors the ​network, service, and availability of smart facilities; fulfils requests received through the ticketing platform; supports configuration backup of infrastructure devices and change management; solves network outage incidents and supports disaster recovery; provides support to system installation and training.  Given the growing demand for services, SFNOC is looking for a new colleague to join the Copenhagen office to assist the operation and provide timely and efficient support to end users.

The Global ICT Analyst for Smart Facilities is the first line responder of systems/solutions related issue to support end-users’ problems or defects with products. The incumbent answers inquiries, responds to emails and performs in-person support sessions and needs a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities.
 

Duties and Responsibilities
The Global ICT Analyst is required to play a significant role in the following areas:

• Contribute to the Global ICT infrastructure and Smart Facilities operations by assisting with OneICTbox and MSS-3 operations, collaborating with the Network Management System, and developing network orchestration and automation tools. Ensure that all networks operate according to standard configurations and adjust any deviations to comply with corporate configuration and security standards. The incumbent will contribute to monitoring and supporting facilities for all Smart Facilities projects, enhancing global coverage efficiency.
• Provide technical support to UNDP Country Offices with OneICTbox, MSS-3, WiFi and LAN Devices, cloud-managed CCTV Cameras, IoT for PCMM, and other smart facility devices. 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. 
• 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 pro