Back Information Systems Officer (Head of Service Desk)

Org. Setting and ReportingThe United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG is, in turn, assisted in this function by the Office of Investment Management (OIM). OIM manages a $100+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM's staff are all based in New York but come from over 40 countries. For more information please visit OIM's website at https://oim.unjspf.org/. This position is located in the Operations and Information Systems Section of the Office of Investment Management (OIM). The incumbent reports to the Senior Information Systems Officer. ResponsibilitiesWithin limits of delegated authority the Information Systems Officer may be responsible for the following duties:

• Lead the Service Desk functions as a centralized system of record for intake, triage, queue management, routing, escalation, knowledge base and reporting.
• Oversee automation of standard request and incident workflows, including auto-assignment, categorization, prioritization, and knowledge article suggestions to improve first-contact resolution and reduce manual handling.
• Provides specialized advice to users, analyzing users' requirements and translating these into new applications; determines application systems integration and linkage issues.
• Evaluate and implement ServiceNow capabilities, integrations, and automation opportunities that improve service delivery, reduce repetitive work, and increase operational efficiency.
• Monitor ticket trends, backlog aging, and service performance indicators to proactively manage workload, identify bottlenecks, and recommend process improvements.
• Maintains a configuration management database and inventory of endpoints and installed software assets.
• Support platform governance and connected tools, ensuring consistent workflows, standardized data, and scalable process design across service operations; ensures appropriate data security and access controls considering both local and remote users.
• Coordinate testing and validation of enhancements, automations, and new modules before deployment to ensure quality, usability, and operational readiness.
• Escalate incidents according to defined operational and cybersecurity procedures and governance, ensuring service continuity and timely coordination with responsible teams.
• Drive self-service adoption through knowledge articles and self-service content, service catalogue optimization, ensuring users are guided towards user-friendly digital channels and searchable support content.
• Assists in developing disaster recovery plans and ensures appropriate planning and training of those responsible.
• Researches, analyzes and evaluates new technologies and makes recommendations for their deployment. Support implementation and optimization of modules and related integrations to strengthen end-to-end service management.
• Participates in writing reports and papers on systems-related topics, system requirements, information strategy, etc.
• Supervise that all Service Desk interactions are logged, also assigns, diagnoses and resolves technical hardware and software issues.
• Promote self-service adoption and clear user communication to reduce avoidable tickets and improve the user experience. Serves as coordinator in the development of Service Level Agreements (SLAs) between the client and OIM, for either specific IT services or general technology support, including any charge back mechanisms.
• Monitor vendor performance for service desk-related services and tools, including SLAs, support responsiveness, and value for money.
• Provides guidance to, and supervises, staff and consultants. Promote continues improvement, operational maturity, and effective collaboration with stakeholders across IT and the business.
• Ensures service desk processes are standardized, well documented and aligned with broader IT operating model and governance requirements.
• Review service desk metrics regularly and present data-driven recommendations to management on workload, user experience, automation opportunities, and service maturity.
• Serves as Level 1.5 support between Service Desk and Infrastructure as well as other fulfilling teams as required, for escalations and routing of tickets follow-up.
• Provides expert level support for M365, Device Management, network connectivity and user management.
• Performs other duties as requested. Competencies

Professionalism:

Knowledge of information technology/information management, particularly in systems analysis, database design and programming. Knowledge of several high level programming languages and significant exposure to and demonstrated proficiency in all aspects of programming and analysis, including structured/object-oriented design, relational systems, scripting and query languages, document design and management, hardware and software requirements, systems facilities and execution protocols. The ability to analyze and interpret data in support of decision-making and convey resulting information to management. Strong analytical and problem-solving skills, to include proficiency in the development and implementation of systems of moderate size/complexity. Knowledge of interactive systems; good knowledge of organization's information infrastructure and IT strategy as it relates to user area(s); independently maintains assigned systems and develops innovative approaches to resolve a wide range of issues/problems. 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

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.

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. EducationAdvanced university degree (Master's degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree. Job - Specific QualificationNot available. Work ExperienceA minimum of five years of progressively responsible experience in planning, design, troubleshooting, implementation and maintenance of computer information systems for an IT Service Desk or Service Delivery functions are required. This should include demonstrated experience in managing IT Service Desk/Service Delivery functions for a team. Demonstrated experience with industry standard IT Service Management (ITSM) tools with a minimum Intermediate level ITIL certification is required. Experience driving automation and process improvement, such as workflow standardization, self-service enablement, queue automation, and reduced manual handling, is required. Experience in developing SOPs and Knowledge Articles, ability to analyze service metrics and produce data-driven recommendations, including trends, backlog, SLAs performance, and improvement actions for management, is required. Experience in supporting or managing desktop applications, including deployment of solutions like M365 products, VPN, VDI, Remote Support, eSignature, and Multi Factor Authentication (MFA), is required. Strong technical expertise in M365 services and Service Desk delegated administrative roles is required. Demonstrated experience with provisioning and de-provisioning of users and endpoint devices, account management, identity management, device imaging as well as endpoint and mobile device management, is required. Experience supporting UN systems, Conference Room technologies and financial applications/tools are desirable. Experience in Project Management and certification in relevant courses or program are desirable. Experience in

ISO/IEC 20000

standards for IT Service Management is desirable. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. There are no additional desirable languages specified. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details). 📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐 ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!