Technical analyst for IT, NPSA - 8

Belgrade

Organization: UNDP - United Nations Development Programme
Location: Belgrade
Grade: Level not specified - Level not specified
Occupational Groups:
- Information Technology and Computer Science
Closing Date: 2024-02-05

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Digital transformation of the national economy and public administration are among the key priorities of Serbian Government. In addition to providing high-level political support and institutional sponsorship, the government introduced a new institutional framework to manage this process and initiate internal changes. In 2017, the Office for IT and e Government (ITE) was created to consolidate government's ICT resources, develop shared infrastructures and support the transition from an institution-centric to a citizen-centric model of designing and providing e services. ITE was initially formed as a cabinet-level body, and in 2022 with the creation of the new Government, its status changed into a special organization. ITE also performs the tasks of coordinating the support to the international cooperation on the global market for digital, innovative and creative industries, as well as monitoring and promoting the connection of the public and private sectors in the areas of the digital innovative creative economy, aiming at sustainable and integrated economic growth of the Republic of Serbia.

UNDP has been providing support to this broad digitalization agenda of the Serbian Government since its inception, through "Serbia at your Fingertips – Digital Transformation for Development" project. This project comprises five segments. The first three relate to the development of the e-government system, the fourth includes support for implementation of activities from the ministerial councils' agendas, while the fifth includes support for implementation of big infrastructural projects in e Government. The new sixth component is related to the establishment of the Centre for the Fourth Industrial Revolution in Serbia, as well as the development of 4IR technology governance frameworks.

One of the project segments is dedicated to supporting the ITE in establishing and managing the digital government stack – a set of common government ICT infrastructures for provision of e services. This digital government stack, operated by ITE, comprises physical infrastructure (including Government Network and data centres), virtual infrastructure (Government Cloud, with IaaS, PaaS and SaaS services), key registries and databases (including the Meta register, interoperability standards and Government Service Bus for data exchange between institutions), portals and integrated services (including the central government e-services portal, sector portals and standalone apps), as well as various other IT services provided by ITE to other government entities (e.g. Internet access for government institutions, email for civil servants, hosting of government web sites etc.).

With the new Data center in Kragujevac, which will be used as primary/disaster recovery location for government institutions, ITE need to reorganize the government IT infrastructure and test, implement and integrate the virtualization platform in the Office for IT and e-Government (ITE) in order to provide the secure and reliable services. The new Data center has been built in Kragujevac and opened the door in December 2020 to both state and private tenants. It has become the heart of the infrastructure for the region with the Tier 4 EN50600 standard. ITE needs to adapt its business processes related to ICT infrastructure management, to provide reliable and secure services as well as to host the platform for some of the cutting-edge technology. Therefore, the establishment and running of the Network Operation Centre/Security Operation Centre (NOC/SOC) is a crucial step. The NOC/SOC is the heart of the government infrastructure and enables the 24/7 monitoring of the application and service to enable the work of the Government stack without disruption. The NOC/SOC includes the activities related to the monitoring, proactive and reactive maintenance.

Duties and Responsibilities

Prepare Specification and allocation of the necessary IT infrastructure (virtual servers, storage etc.);
Monitor the installation of the operating system on the provisioned infrastructure;
Monitor software tools for IT service management/incident management;
Monitor setup of the installed tools in accordance with the Operating Procedures;
Follow up and adjustment of the National Operational Centre/Security Operational Centre (NOC/SOC) tools in accordance with the reporting standards including: o Configuration of the software tools;
Set up the custom workflows and reports/dashboards;
Ensure interoperability with the existing systems, where necessary;
Review and approve the documentation of the NOC/SOC system and assist ITE staff in refining it further;
Review and approve backup/disaster recovery plan for the new system;
Monitor all the trainings for the ITE staff on using and maintain the system;
Contribute ITE in planning of the NOC/SOC activities;
Support ITE in the implementation of network redundancy and network security in Data center in Kragujevac;
Take active role in the implementation, setup and constant monitoring of ITE’s monitoring system, ticketing system, and documentation system;
Provide inputs to the design, organization and delivery of relevant trainings in NOC/SOC related topics;
The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangement

The Technical analyst for IT will work under the overall guidance and supervision of the Portfolio Manager for Digital Innovations.

Competencies

Core
Achieve Results:	LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively:	LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously:	LEVEL 1: Openminded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility:	LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination:	LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner:	LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion:	LEVEL 1: Appreciate/respect differences, aware of unconsciousbias,confront discrimination

Cross-Functional & Technical competencies

Thematic Area	Name	Definition
Digital & Innovation	E-governance	Knowledge of how it works, understanding of the opportunities and challenges for governments and society.
Business Direction & Strategy	Effective Decision Making	Ability to take decisions in a timely and efficient manner in line with one’s authority, area of expertise and resources
Business Management	Customer Satisfaction/Client Management	Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.
Business Management	Digital Awareness and Literacy	Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Required Skills and Experience

Education:

Advanced university degree (Master’s degree or equivalent) in information technology or related field.
A first-level university degree (Bachelor´s degree) in information technology or related field in combination with additional 2 years of qualifying experience will be given due consideration in lieu of Master’s degree

Experience:

Up to 2 years (with Master´s degree) or minimum 2 years (with Bachelor´s degree) of relevant work experience in the field of ICT

Required Skills:

Experience working on the government IT infrastructure;
Excellent information technology skills, including word processing, database applications, presentation software, and internet;
Good organizational and time management skills;
Demonstrates integrity by modelling ethical standards;
Focuses on impact and result for the client and responds positively to critical feedback;
Builds strong relationships with clients and external actors;
Treats all people fairly without prejudice;
Cultural, gender, religion, race, nationality and age sensitivity and adaptability.

Desired Skills:

Sound understanding of Serbia’s e-government policy framework
Experience in support in implementing/maintaining ICT infrastructures;
Possession of Cisco Security Certification or other security certifications.

Languages:

Fluency in Serbian and English is required.

The online application form must be fully completed. Applicants are required to carefully complete their online application form and reflect all of their work experience history in the application.

Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.

Disclaimer

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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