Information Systems Officer
Organizational Context
The United Nations Support Office in Haiti (UNSOH) provides support to the Gang Suppression Force, the UN Integrated Office in Haiti, the Haitian National Police, and the Haitian Armed Forces. UNSOH also offers technical assistance to the Organization of American States. This position is based in Port-au-Prince within the Service Management Unit of the Field Technology Section, Mission Support Division.
Job Purpose
The Information Systems Officer, P-3, is responsible for coordinating day-to-day service-support and service desk operations. This includes ensuring ICT requests and incidents are logged, categorized, prioritized, routed, monitored, and resolved effectively. The role involves administering and improving incident management, request fulfillment, service catalogue, and knowledge management procedures. The incumbent acts as a key liaison between clients and technical resolution teams, monitors service performance, and prepares operational reports. They also develop and maintain support procedures, coordinate multi-tier support activities, and identify opportunities for service improvement and automation.
Responsibilities
Coordinate daily service-support and service desk operations, ensuring proper logging, categorization, prioritization, routing, monitoring, and closure of requests and incidents. Administer and enhance incident management, request fulfillment, service catalogue, knowledge management, and escalation procedures according to UN standards and IT service management practices. Serve as a primary contact point between clients and technical resolution teams, actively following up on aged, high-priority, and escalated tickets. Monitor service performance metrics, including ticket volumes, backlogs, response/resolution times, and client experience, generating operational and management reports. Develop and maintain ICT service catalogues, support procedures, standard operating procedures, knowledge articles, and user guidance. Coordinate multi-tier support activities with technical teams, enterprise service providers, and vendors, ensuring service commitments and escalations are managed. Support the configuration and continuous improvement of IT service management workflows, queues, forms, routing rules, and performance information. Identify recurring incidents, process gaps, and opportunities for automation, self-service, and overall service improvement, coordinating corrective actions. Facilitate user communications regarding incidents, planned changes, outages, and service restoration. Support service continuity exercises, compliance reporting, and risk mitigation activities, referring technical security matters appropriately. Prepare training materials and provide guidance on service support processes and tools.
Work Experience
A minimum of five years of progressive experience in IT systems planning, design, development, implementation, or maintenance, IT operations, user support, or service management is required. Experience with ICT service desk operations, incident management, request fulfillment, or service catalogue administration is essential. Experience in managing and implementing Business Relationship Management (BRM) practices is also required. Experience developing and maintaining IT support documentation is necessary. Experience coordinating technical support teams or providers in a multi-tier environment and using enterprise IT service management platforms is desirable.
Skills
IT Service Management (ITSM), Service Desk Operations, Incident Management, Request Fulfilment, Service Catalogue Management, Knowledge Management, IT Operations, Systems Support, Service Performance Monitoring, Analytical and Problem-Solving Skills, Client Focus, Teamwork, Planning and Organizing, Communication.