Senior Information Systems Assistant

Job Posting Organization:
The United Nations Office at Nairobi (UNON) serves as the UN headquarters in Africa and acts as the representative office of the Secretary-General. Established to support the implementation of various UN programs, UNON plays a crucial role in facilitating the work of the UN Environment Programme (UNEP), the UN Resident Coordination System (RCS), and the UN Human Settlements Programme (UN-Habitat) globally. The organization provides essential administrative, conference, and information services to various UN offices in Kenya and beyond, ensuring effective program delivery and operational efficiency. UNON is committed to promoting sustainable development and addressing global challenges through collaborative efforts and partnerships. The organization operates with a diverse workforce and is dedicated to fostering an inclusive and equitable work environment.

Job Overview:
The Senior Information Systems Assistant position is integral to the Information and Communications Technology Service (ICTS) within the Division of Administrative Services at UNON. The incumbent will report directly to the Chief of the Business Relationship Management team and will be responsible for a variety of functions aimed at enhancing service delivery and client satisfaction. This role requires a proactive approach to business analysis, where the assistant will review and update key performance indicators (KPIs) and service level agreements (SLAs) in close coordination with the Client Service Support and application development teams. The position demands strong analytical skills to capture and analyze stakeholder needs, ensuring that the services provided align with client requirements. The Senior Information Systems Assistant will also facilitate the onboarding of new clients, maintain positive client relationships, and prepare comprehensive reports and data visualizations to support strategic decision-making. The role emphasizes the importance of data-driven approaches and continuous improvement in service delivery, making it essential for the incumbent to stay abreast of technological developments and best practices in the field.

Duties and Responsibilities:
The duties and responsibilities of the Senior Information Systems Assistant include: reviewing and updating KPI quarterly reports in alignment with SLAs; organizing business analysis meetings to assess client requirements; facilitating the introduction of new clients by aligning service needs with ICTS offerings; maintaining positive client relationships through structured communication plans; preparing comprehensive reports and dashboards for management; updating the ICTS Service Catalogue and SLA processes; designing and maintaining client-facing documentation; contributing to the development of internal processes and standard operating procedures; drafting correspondence and outreach campaigns; conducting research on new technologies; performing regular data analyses on service usage and client engagement; and collaborating with cross-functional teams to implement business intelligence solutions. The role requires a commitment to excellence and a focus on delivering actionable intelligence to stakeholders.

Required Qualifications:
The required qualifications for the Senior Information Systems Assistant position include a strong knowledge of information and communications technology (ICT) project management and business analysis methodologies. The candidate should possess a solid understanding of organizational information frameworks and enterprise application systems, as well as system development workflows and document flow processes. The ability to conduct thorough research and gather information from diverse sources is essential. The candidate must demonstrate good judgment in responding to changing requirements and assignments, showcasing analytical skills in data interpretation to support decision-making. Professionalism, efficiency in meeting commitments, and a commitment to gender equality are also critical qualifications for this role.

Educational Background:
Candidates must have completed a high school diploma or equivalent. Additionally, they are required to have received further training and hold a technical or vocational certificate in information technology, computer science, or related fields. A certification in project management, data analysis and reporting, ITIL, or Business Relationship Management (BRM) is desirable and would enhance the candidate's profile for this position.

Experience:
A minimum of ten years of experience in information systems analysis, data analysis, data reporting, information management, business relationship management, technical writing, customer relations, business intelligence, or a related area is required. Candidates should have experience with Microsoft business intelligence tools such as Power BI and SQL Server Reporting Services (SSRS), and familiarity with other major business intelligence suites like Tableau, QlikView, or SAP BusinessObjects is desirable. Experience in delivering and monitoring service delivery to a diverse client base, as well as using Enterprise Resource Planning (ERP) systems, is also beneficial. Additionally, at least one year of work experience in data analytics or a related area is desirable.

Languages:
English is the required working language for this position, while French is also recognized as a working language of the United Nations Secretariat. Candidates must demonstrate proficiency in English according to the UN Language Framework, which outlines the minimum required level for each skill in these languages. Familiarity with French is considered an asset but is not mandatory for this role.

Additional Notes:
This position is full-time and is based in Nairobi, Kenya. The role may involve international collaboration and requires a commitment to the principles of the United Nations, including gender equality and diversity in the workplace. Compensation and benefits will be aligned with UN standards, and the organization is dedicated to providing a supportive work environment that fosters professional growth and development.