United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA)

Head (Field Information Management and Technology Office)

United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA)

Job Description

Org. Setting and Reporting

The incumbent of the post reports to the Deputy Director of UNRWA Affairs (Operations) and receives technical guidance from Director, Information Management and Technology and Chief Information Officer (DIMT&CIO), HQ Amman.

The incumbent supervises a large team of professional and general services staff.


•Leads the Field Information Management and Technology Projects in accordance with Agency strategy, Information Management Department (IMD) strategy and policies:
1. Interacts directly with all field office departments’ heads to identify demands; works with departments to formulate these demands in a structured way, using agency’s standard templates, covering scope, time and cost of possible solutions to satisfy the demand;
2. Works with the Enterprise Architect in HQA to develop proposals for field specific IT solutions in accordance with the agency standards and architectural framework;
3. Performs feasibility studies, requirement specifications, budget estimates, design and implementation plans;
4. Represents the Field Office in the Demand Management Committee and presents field office specific demands;
5. Manages IT projects respecting the triple constraint (resources, scope and time) approved by the Demand Management Committee and the IMT Governance Board. Reports regularly to the Agency’s PMO on the status of the projects;
6. Establishes close collaboration with field office departments to oversee all IT projects and services and acts as an escalation focal point;
7. Negotiates with the vendors, outsourcers, and consultants and oversees service agreements;

•Leads the Field Information Management and Technology Services in accordance with Agency strategy, IMD strategy and policies:
1. Implements and ensures the field office compliance to Service Management Framework adopted by the agency (e.g. ITIL). Ensures compliance to all service management process, including, but not limited to, Incident Management, Request Management, Problem Management, Change Management;
2. Develops KPIs for Service Desk operations. Monitors KPIs and works towards betterment of services by improving the KPIs;
3. Oversees the provision of end-user services, including help desk and technical support services;
4. Manages the Field Office Configuration Management Database and practices asset management for IT hardware, software, and equipment;
5. Contributes to the Knowledge Management Database by sharing Field Office input;
6. Oversees the provision of IT services to field management, departments, and end users in all field installations for the daily use of IT equipment, systems and services;

•Leads the development and support of field office applications by managing the Software Development lifecycle of the field specific applications, including systems analysis of the subject area, programming, testing, implementation and support;

•Leads the Field Office IT Operations:
1. Monitors the operation and performance of deployed information and communications technologies;
2. Plans for and reports on projected capacity requirements, analyses and resolves problems, and, where necessary, refers the technical solution to computer vendors, Field management, or HQ IMD to ensure smooth operation of IT systems and infrastructure in the field office;
3. Plans, organizes and oversees the field IT infrastructure management in terms of operations and installations, and the operations and maintenance of the field IT computing data center and telecommunication infrastructure in support of Agency and field business needs;
4. Works with the Senior Information Security Officer to implement Information Security measures, Disaster Recovery and Business Continuity;

•Leads the Field IMT Office:
1. Provides leadership and work direction to the IMT Department staff; develops work plans, monitors work progress and assesses staff performance; provides and monitors provision of advice and technical support to Field management, departments and users on all IT related issues;
2. Prepares and monitors Field IMT Office biennium budget and expenditures and advises field department heads on IMT budget requirements within their departments;
3. Plans, organizes and controls the use of information management and technology resources for the support of all Field Departments at all locations; promulgates to all users of IT systems the appropriate operations and standard procedures, ensuring that such procedures are current and enforced;
4. Manages and coordinates for effective collaboration with other United Nations agencies and other entities in order to maximize possibilities of inter-agency collaboration in the field of IT and Telecommunications;

•Performs other duties as may be assigned by the supervisor.


UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default.
•Leading and Supervising
•Applying Technical Expertise
•Planning and Organizing
•Managing Complexity and Change
•Innovating and Taking Risks


•Advanced university degree from an accredited educational institution in computer science, information systems, electrical, electronics or telecommunications engineering or other related discipline.

Work Experience

•A minimum of eight years of progressively responsible and relevant professional experience in managing and implementing IT teams, projects, systems, services and solutions, six of which must have been in a senior position; is required

•Extensive experience in various management disciplines, including budget, financial, human resources, recruitment, procurement, negotiation, contracts, risk and change management. is required

•Leading and managing implementation and operations of various information management application systems, IT infrastructure technologies, and services in a large IT environment; is required

•Experience in developing and implementing IT management practices in Information Security, Disaster Recovery and Business Continuity with strong knowledge of related international standards and best practice; is required

•Experience with broad range of up-to-date IT enterprise infrastructure and end user products, systems and tools used in various IT infrastructure and service delivery functions. is required


•Excellent command of written and spoken English and Arabic.


•Technical Test
•Competency-based Interview

Special Notice

Contract Status:
Fixed-Term Appointment for 3 years including 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance and continuing need.

Grade 18, Monthly Salary from JD starting from1,246.600 Fils Plus SOA 69.90% of the basic salary.
Other benefits include Provident Fund contribution (15.4% of basic salary paid by the Agency) & medical insurance. Dependency allowance is subject to eligibility.

Department/Office: Information Management and Technology
Duty Station: Jordan Field Office (Amman)

Other Information
•The incumbent may be required to travel in Agency’s area of operations.

Desirable Qualifications:
•Additional certification in business analysis, IT management (COBIT5), information security, project management (PRINCE2), service management (ITIL) and/or disaster recovery planning;
•Work experience in identifying and mitigating risks in an IT environment including development of risk mitigation plans;
•Experience/knowledge of UNRWA's operations and computer facilities environment.
•Provided very good understanding of the context of Palestine refugees and UNRWA operations.

When the minimum requirements are not fully met, the Director of Human Resources may exceptionally substitute part of the unmet requirements with a combination of relevant academic qualifications and progressive relevant work experience.
NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination.

General Information:
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•This vacancy notice is open to internal candidates and external candidates. Only candidates residing in Jordan, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply.
•The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded.
•Since the Vacancy is an Area Staff post, the Agency will not provide coverage for relocation costs.
•Preference will be given to registered Palestine refugees and ¿¿¿ ¿¿¿¿¿¿ Fixed candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities.
•UNRWA encourages applications from qualified and experienced women.
• A roster may be created from the selection exercise, and that successful candidates may be appointed to the same post. In the case of multiple or recurring posts, that a roster will be created from which the candidates will be selected for appointment;
•Only applications that have been fully completed in UNRWA's online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate.
•For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under "Category" RLG, scroll down to see all categories, then select their local grade.
•Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered.
•The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending.
•UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations.
•The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework.
•UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live.
•Applications from UNRWA staff member who had been demoted with deferred eligibility for promotion will not be considered.
•Applications from Staff members who were recipients under the Early Voluntary Retirement or Exceptional Voluntary Separation Schemes will not be considered.
•Applications from Internal candidate serving for less than one year in your current post will not be considered.
•The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description or to change the contract Modality.
•A candidate is not eligible for consideration if he or she was short-listed and found not suitable for the same post within the previous 12 months unless the post description has since been altered by 30% or more, as determined by ODCS.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her.

UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups.

At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

UNRWA Considerations
UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of International Human Rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List.
UNRWA is a non-smoking work environment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

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