Information Systems Officer (Head of Service Desk)

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. Established to ensure the financial security" style="border-bottom: 1px dotted #007bff !important;">security of its members, the UNJSPF operates under the guidance of the Secretary-General, who delegates investment responsibilities to the Representative of the Secretary-General for the investment of the assets. The Office of Investment Management (OIM) plays a crucial role in this process, managing a diverse portfolio exceeding $100 billion across various asset classes, including equities, fixed income, and real estate. The OIM is staffed by professionals from over 40 countries, reflecting a global perspective in its operations. For more information, visit OIM's website at https://oim.unjspf.org/.

Job Overview:
The Information Systems Officer (Head of Service Desk) position is integral to the Operations and Information Systems Section of the Office of Investment Management (OIM). The incumbent will lead the Service Desk functions, ensuring efficient management of IT service requests and incidents. This role involves overseeing the automation of workflows to enhance service delivery and operational efficiency. The officer will provide specialized advice to users, translating their requirements into effective applications while managing integration and linkage issues. The position requires a proactive approach to monitoring service performance indicators and ticket trends, enabling the identification of bottlenecks and the recommendation of process improvements. The officer will also be responsible for maintaining a configuration management database and ensuring data security across service operations. This role demands a strong focus on user experience, promoting self-service adoption, and developing disaster recovery plans. The Information Systems Officer will collaborate with various stakeholders to ensure that service desk processes are standardized and aligned with broader IT governance requirements.

Duties and Responsibilities:
The duties and responsibilities of the Information Systems Officer include leading the Service Desk functions, overseeing the automation of request and incident workflows, providing specialized advice to users, evaluating and implementing ServiceNow capabilities, monitoring ticket trends and service performance indicators, maintaining a configuration management database, supporting platform governance, coordinating testing and validation of enhancements, escalating incidents as per operational procedures, driving self-service adoption, assisting in disaster recovery planning, researching and evaluating new technologies, participating in report writing on systems-related topics, supervising Service Desk interactions, promoting self-service adoption, monitoring vendor performance, providing guidance to staff and consultants, ensuring standardized service desk processes, reviewing service desk metrics, and providing expert-level support for M365 and related technologies.

Required Qualifications:
Candidates must possess a strong knowledge of information technology and information management, particularly in systems analysis, database design, and programming. Proficiency in high-level programming languages and experience in structured/object-oriented design, relational systems, and scripting languages are essential. The ability to analyze and interpret data for decision-making is crucial, along with strong analytical and problem-solving skills. Candidates should demonstrate professional competence, efficiency in meeting commitments, and a commitment to gender perspectives in their work. Client orientation and teamwork are also key competencies required for this role.

Educational Background:
An advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics, or a related field is required. Alternatively, a first-level university degree combined with qualifying experience may be accepted in lieu of the advanced degree.

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 and familiarity with industry-standard IT Service Management (ITSM) tools. Experience in driving automation and process improvement, developing SOPs and Knowledge Articles, and analyzing service metrics is essential. Additionally, experience in supporting desktop applications and strong technical expertise in M365 services are required. Experience with UN systems and project management is desirable.

Languages:
English is the required working language for this position, while French is also a working language of the United Nations Secretariat. Proficiency in English is mandatory, and there are no additional desirable languages specified for this role.

Additional Notes:
The position is full-time and based in New York City. It is essential for candidates to be aware of the UN's commitment to gender equality and to incorporate gender perspectives into their work. The role may involve international collaboration, and candidates should be prepared for a dynamic work environment that emphasizes continuous improvement and operational maturity.