Information Systems Officer - Daily Paid Opportunity - Grade A

Organizational Context

UNRWA, a UN agency established in 1949, provides assistance and protection to approximately 5.8 million Palestine refugees across the Middle East. With over 30,000 staff, it is the largest UN operation in the region, offering services in education, health, social services, and more. The Information Systems Officer role supports the Business Engagement Division or IT Service Center, reporting to a designated supervisor.

Job Purpose

The Information Systems Officer is responsible for implementing, administering, and supporting enterprise on-premise and cloud systems, including messaging, collaboration, content management, and IT service management platforms. This role ensures adherence to Service Level Agreements (SLAs) by identifying and resolving system issues, managing service requests, and monitoring system performance. The incumbent will also contribute to system upgrades, provide second-level support, and generate performance reports. Additionally, the role involves creating comprehensive system documentation, acting as a Subject Matter Expert (SME) for solution development, and participating in the establishment of IT standards and policies. The position also supports information security activities and manages user accounts and access controls, ensuring compliance with UN best practices and relevant technical guidelines.

Responsibilities

Implement, administer, and support enterprise on-premise and cloud systems (e.g., messaging, collaboration, content management, IT service management). Fulfill Service Level Agreements (SLAs) by resolving system, functional, and operational issues, escalating as needed. Manage service requests and monitor system activities for optimal performance and availability. Recommend and perform software patches, upgrades, and purchases. Provide second-level support for applications and services. Generate periodic performance and utilization reports. Create and maintain system documentation, including topologies, operating instructions, and configurations. Collaborate with project managers and business analysts as an SME to design and develop business solutions. Participate in the development and maintenance of IT standards, policies, and procedures, including audit and compliance activities. Contribute to training plans for effective system utilization. Assist with information security tasks, including incident investigation and vulnerability analysis. Manage user accounts and access controls, performing periodic reviews and audits.

Work Experience

A minimum of five years of relevant experience in implementing and administering Microsoft on-premises or cloud-based platforms, messaging and collaboration systems, content management systems, and Active Directory is required. Experience with IT service management implementation and management is also necessary.

Skills

Planning and Organizing, Relating and Networking, Following Instructions and Procedures, Coping with Pressure and Setbacks, Adapting and Responding to Change, Communication, Working with People, Drive for Results.

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