Thursday, June 16, 2011


Duty Station: NAIROBI
Posting Period: 27 May 2011-26 June 2011
Job Opening number: 11-IST-UN OFFICE AT NAIROBI-19447-R-NAIROBI
Org. Setting and Reporting
The United Nations Office in Nairobi (UNON) is the UN Headquarters in Africa and the representative office of the Secretary General.
We support programme implementation of the UN Environment Programme (UNEP) and the UN Human Settlements Programme
(UN-HABITAT) globally as well as other UN offices in Kenya, by providing administrative, conference and information services.
( This position is located in the United Nations Office at Nairobi (UNON), Human Resources Management Service
(HRMS) in the Information Systems Unit (ISU).
Under the general supervision of the Associate Human Resources Officer (ISU), the incumbent will perform the following duties: -
• Support: Act as focal point for HRMS/ISU Helpdesk registering trouble tickets received; Provide first level support and
implement solutions on issues requests within the HRMS domain; Assign trouble tickets to the designated support personnel
in HRMS/ISU; Escalate issues to the second level of support as necessary; Liaise with other team members to facilitate
completion of service requests within the stipulated SLAs; Maintain regular contact with clients and keeping them informed of
progress; Keep the helpdesk system up-to-date; Generate reports from the helpdesk system; Analyze support statistics and
identify focus areas requiring user training; Update and maintain a knowledge database of IT solutions; Maintain a
professional helpdesk image at all times.
• Reporting: Extract data from IMIS and other HR systems and update the HRMS data warehouse; Create ad-hoc report
according to client specifications using a variety of reporting tools; Generate and distribute routine reports; Analyze and
suggest improvements for increased efficiency report generation and delivery; Keep abreast of development in technology
within the field reporting.
• Automation: Participate in automation of HR processes; Facilitate training and support to users of new and existing
application used in HRMS; Design and develop HR applications according to specifications; Liaise with Information and
Communications Technology Service and HRMS/ISU to ensure applications are designed and developed according to the
specifications and delivered on time; Update and modify information on HRMS/ISU Intranet portal and ensure that it is kept
• Training; Participate in the design of training courses; Assist in the preparation of the training environment; Assist in the
delivery of training courses on HR related applications; Training and mentoring of junior HRMS/ISU staff in HR applications,
support and reporting.
• Perform other related duties as assigned.
• Professionalism: Knowledge of relevant programming language(s) and basic programming skills; Good technical skills, ability
to participate in development and maintenance of applications, provide user support; Ability to respond to changing
requirements and assignments, ability to apply good judgment in the context of assignments given; Shows pride in work and
in achievements; 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.
• Teamwork: Works collaboratively with colleagues to achieve organizational goals; Solicits input by genuinely valuing others’
ideas and expertise; Is willing to learn from others; Places team agenda before personal agenda; Supports and acts in
accordance with final group decision, even when such decisions may not entirely reflect own position; Shares credit for team
accomplishments and accepts joint responsibility for team shortcomings.
• Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’
point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies
clients’ needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients’
environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects; Meets
timeline for delivery of products or services to client.
• Technological Awareness: Keeps abreast of available technology; Understands applicability and limitation of technology to
the work of the office; Actively seeks to apply technology to appropriate tasks; Shows willingness to learn new technology.
Completion of secondary education, supplementary courses in information technology or other related fields required
Work Experience
A minimum of 5 years of relevant and progressively responsible experience in Information Technology field. Working experience with
relational databases, reporting writing tools and MS office required. Experience in a helpdesk and IT support environment desirable
English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written
English is required. Knowledge of another United Nations Officials language is an advantage.
United Nations Considerations
The United Nations shall place no restrictions on the eligibility of men and women to participate in any capacity and under conditions
of equality in its principal and subsidiary organs. (Charter of the United Nations - Chapter 3, article 8). The United Nations Secretariat
is a non-smoking environment.
Assessment Method
Evaluation of qualified candidates for this position may include a substantive assessment which may be followed by a competencybased
Special Notice
Appointment against this post is on a local basis. External candidates will be considered only when no suitable internal candidate from
the duty station is identified. The candidate is responsible for any travel expenses incurred in order to take-up the appointment. Staff
members are subject to the authority of and assignment by the Secretary-General. All staff are expected to move periodically to new
functions in their careers in accordance with established rules and procedures.
No Fee


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