Programme Analysis Assistant, G6 at United Nations Office at Nairobi (UNON)

This post is located in the Office of the Director, Division of Administrative Services, UNON, under the direct supervision of the Administrative Officer.

Responsibilities

• Dashboards: Develop dashboards and other business intelligence and analytical products for management and clients including Key Performance Indicators, other metrics and visuals as appropriate.
• Reporting: Coordinate development of template for reporting on performance management (KPIs) by DAS Services. Monitor quality and consistency of reporting and make recommendations for improvement. Prepare other reports related to client services and response rates as required.
• Document Repository: Take lead in developing a common repository for client related information and documentation.
• Training and support: Respond to technical queries; Provide guidance and training to staff on SharePoint, Teams and other platforms. Prepare, maintain and update files and internal databases.
• Escalation/Service Coordination: Receive and log service requests; Create and assign work orders in accordance with the established procedures; Liaise with others as appropriate to facilitate completion of service requests; Address escalated problems and monitor resolution.
• Implementation of Client Relationship Management (CRM) tools: Use of Customer Relationship Management System such as Service Now/iNEED, to address all client requests; Assist in training staff in usage and utility of the CRM tool. Update and maintain a knowledge base with tested, proven and practiced IT solutions and best practices that can be used for problems logged. Make recommendations and prepare FAQs and regular reports with the applicable CRM tools
• CRM initiatives information and outreach (intranet and Website):
• Assists with visualizations and regular updates on CRM related information on web pages or brochures; Liaise with other Intranet focal points as appropriate.
• Problem Management: Coordinate weekly meetings. Escalate problems based on established criteria and Standard Operating Procedures. Ensure problems are addressed within the KPIs/benchmarks. Identify and develop quick solutions. Follow-up on issues and record solutions in the knowledge base data base for future reference and usage. Act as a focal person for all problems past benchmark and generate weekly reports on actions being taken or solutions identified.
• Data Management for service provision per request: Collect and monitor all data related to the UNON/DAS service provision, in cooperation with the DAS service focal points. Ensure the data is regularly consolidated at the technical level and keep ready to share upon request by different service provision stakeholders. Manage the KPI provision per functional service line.
• Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
• Assists with visualizations and updating information material such as web pages or brochures.
• Perform other related duties as may be assigned.

Competencies

• PROFESSIONALISM: Knowledge of information technology and applications, including computer system networks; Good technical skills, ability to conduct network maintenance, provide server services and user support; The ability to perform analysis, modeling and interpretation of data in support of decision-making; Shows pride in work and in achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments, observing deadlines and achieving results; Is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; Remains calm in stressful situations.
• COMMUNICATION: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify and exhibits interest in having two-way communication; Demonstrates openness in sharing information and keeping people informed.
• TECHNOLOGICAL AWARENESS: Using new technology, hardware, and software packages to complete key tasks. Investigating and evaluating new technology, hardware, and software packages to be used to support key work activities. Well conversant with use of data and modern reporting tools. Providing support to others in how to use and apply new technology, hardware and software. Developing or managing new office systems or procedures which use technology.

Education

• High school diploma or equivalent is required. Supplemental training in Computer Science, modern reporting tools, System Administration, Business Intelligence, Database Administration, Service Operations, System Analysis, Software Development, or another related IT field is required.
• Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test after submitting an application.

Work Experience

• A minimum of seven (7) years of relevant and progressively responsible experience in the Information Technology (IT) field, Statistics and data management, Business Intelligence reporting, or related field is required.
• Working experience in performance management (KPIs) and reporting against KPIs or Business Intelligence environment is required.
• Experience with data and modern reporting tools (such as Power BI and Tableau) is required.
• Working experience in the administration, management and operation of a large Information Technology environment is desirable.
• Experience in a client relationship management environment is desirable.
• 1 year or more of experience in data analytics or related area is desirable.

Closing: 16 November 2022