Information Systems Officer

Job Posting Organization:
The United Nations Joint Staff Pension Fund (UNJSPF) is a significant entity within the United Nations system, responsible for managing the pension assets of UN staff members. The Office of Investment Management (OIM), which operates under the UNJSPF, manages a global investment portfolio exceeding $100 billion. Established to ensure the financial security" style="border-bottom: 1px dotted #007bff !important;">security of UN staff, OIM employs a diverse workforce from over 40 countries, all based in New York. The organization is committed to ethical investment practices and aims to achieve sustainable financial returns while adhering to the highest standards of governance and transparency. For more information, visit OIM's website at https://oim.unjspf.org/.

Job Overview:
The Information Systems Officer position is situated within the Operations and Information Systems Section of the Office of Investment Management (OIM). The incumbent will report directly to the Senior Information Systems Officer and will be responsible for leading the Service Desk functions, which serve as a centralized system for managing user requests and incidents. This role requires a proactive approach to improving service delivery through automation and process optimization. The officer will analyze user requirements, evaluate new technologies, and ensure the effective integration of systems to enhance operational efficiency. The position demands a strong focus on client orientation, teamwork, and professionalism, as the officer will collaborate with various stakeholders to ensure the smooth functioning of IT services.

Duties and Responsibilities:
The Information Systems Officer will have a comprehensive set of responsibilities, including but not limited to: leading the Service Desk functions, overseeing the automation of workflows, providing specialized advice to users, evaluating and implementing ServiceNow capabilities, monitoring service performance indicators, maintaining a configuration management database, coordinating testing and validation of enhancements, escalating incidents as per operational procedures, driving self-service adoption, assisting in disaster recovery planning, researching new technologies, supervising staff and consultants, ensuring standardized service desk processes, reviewing service desk metrics, and providing expert-level support for M365 and other IT services. The officer will also be responsible for developing Service Level Agreements (SLAs) and monitoring vendor performance related to service desk operations.

Required Qualifications:
Candidates must possess a strong background in information technology and information management, particularly in systems analysis and database design. Proficiency in high-level programming languages and a solid understanding of IT Service Management (ITSM) tools are essential. The role requires strong analytical and problem-solving skills, as well as the ability to develop and implement systems of moderate size and complexity. Candidates should demonstrate a commitment to gender perspectives and equal participation in the workplace. Additionally, the officer should have experience in managing IT Service Desk functions and driving automation and process improvements.

Educational Background:
An advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics, or a related field is required. A first-level university degree combined with qualifying experience may be accepted in lieu of the advanced degree. This educational background is crucial for understanding the complexities of information systems and their management within the UN framework.

Experience:
A minimum of five years of progressively responsible experience in planning, design, troubleshooting, implementation, and maintenance of computer information systems for IT Service Desk or Service Delivery functions is required. Candidates should have demonstrated experience in managing IT Service Desk functions for a team and experience with industry-standard ITSM tools. Experience in driving automation and process improvement initiatives is essential, as well as experience in supporting or managing desktop applications and related technologies.

Languages:
English is the required working language for this position, with a minimum proficiency level of UN Level II in reading, writing, listening, and speaking. French is also a working language of the United Nations Secretariat, but it is not a mandatory requirement for this position. Proficiency in additional languages may be beneficial but is not specified as a requirement.

Additional Notes:
The position is subject to the authority of the Secretary-General, and staff members are expected to adhere to the United Nations Financial Disclosure Programme and the Code of Ethics. The United Nations is committed to achieving gender balance and encourages female candidates to apply. The appointment may involve a probationary period of one year, and candidates from underrepresented Member States are strongly encouraged to apply. The United Nations does not charge any fees during the recruitment process.