ICT Analyst and Head of ICT Unit

Tiered Approach In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby: • Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026. • Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments • Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers • Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply. Background The Operations Unit provides a variety of services to other Units in the Country Office, to UNDP development projects and to other UN Agencies. Additionally, in 2019, the Operations Unit coordinates and contributes to implementation of several complex cross-sectorial and business innovation initiatives: finalization of the “UNDAF innovation facility project on Diversity”, improving the physical accessibility of the UN House, and mainstreaming diversity and accessibility principles into programme and operations; energy saving and greening initiatives based on recommendations of the building Energy Audit; reorganization and digitalizing of CO archive and development of procedures and tools for internal documents’ workflows; other initiatives for automatization and digitalization of services and address efficiency and optimization focus. Digital transformation has become a defining driver of sustainable development, economic resilience, and inclusive governance. The COVID-19 pandemic reinforced this reality, demonstrating that countries with advanced digital infrastructures were better equipped to respond to crises and maintain essential services. Moldova has embraced this lesson as a catalyst for accelerating its own digital transformation agenda. Ensuring that digital transformation remains inclusive, secure, and aligned with European standards will determine its long-term impact on economic development, governance, and social cohesion. UNDP remains a committed partner in this journey, supporting a whole-of-society approach to digital transformation, that places inclusivity, sustainability, and human development at its core. UNDP Moldova is extending digital transformation efforts beyond governance into social protection, energy, agriculture, cybersecurity, and elections. In line with the POPP Information and Communication Technology and UNDP Digital Strategy 2022-2025, the ICT Analyst/Head of IT Unit will support digital transformation, automation of operational processes, optimization of ICT services, and implementation of data-driven solutions that enhance efficiency, transparency, accountability, and cost-effectiveness across the Country Office. The ICT Analyst/Head of IT Unit will support digital transformation, process automation, and modernization of operational services through innovative and agile digital solutions. The incumbent will contribute to operational efficiency and cost optimization by promoting systems integration, interoperability, cloud-based technologies, workflow automation, cybersecurity, and data-driven decision-making, including the use of business intelligence and data visualization tools such as Power BI, while ensuring transparency, accountability, and effective digital governance across the Country Office. The ICT Analyst will work on the goal of introducing a new service line within the Country Office operations to provide ICT and Digital consultancy services, software development solutions, and establishing technical excellence hub within the CO. Duties and Responsibilities The ICT Analyst supports the effective and efficient delivery of information and communication technology (ICT) services within the Country Office. The position contributes to implementation of digital transformation initiatives, maintenance of ICT infrastructure and systems, business process automation, data management, cybersecurity, and end-user support services in line with UNDP corporate ICT standards and policies. The ICT Analyst promotes a client-oriented approach and works in close collaboration with operations, programme, and project teams, as well as regional and headquarters ICT teams, to ensure reliable ICT services and innovative digital solutions that support organizational effectiveness and sustainable development objectives. The Analyst supervises and leads the staff of the IT Unit (direct reports of 3 personnel). He/She works in close collaboration with the operations, programme and project teams in the CO, GSSC and UNDP HQs staff for resolving complex ICT-related issues and information delivery. The Analyst will work on establishing a team that will provide new software tools, services and BI solutions on a cost recovery business model. That model should be cost recovery funded and would provide services to CO projects, project partners and the region based on demand. Duties and Responsibilities: Ensure effective ICT operations and infrastructure and user support • Manage the administration, maintenance and continuous improvement of ICT infrastructure, including networks, servers, cloud-based systems, communication systems, and end-user devices and office ICT platforms. • Ensure effective, client-oriented ICT support services, including timely resolution of user requests related to hardware, software, connectivity, systems access, and corporate applications. • Monitor the performance, availability, reliability, and security of ICT systems and services, and recommend corrective actions as needed. • Analyze the requirement for and elaborate internal policies and procedures on the use of ICT. Initiate CO ICT business process mapping and elaboration/establishment of internal Standard Operating Procedures (SOPs) in ICT management; and control the workflows in the ICT team. Participate in office business process re-engineering activities and ensure that business needs drive IT solutions related to corporate resource management. • Conduct market research and analysis, and introduce new technology for country office system updating and improvement. • Provide advice on and assistance in procurement of new ICT equipment for the CO and projects; and provide technical specifications and information on best options in both local and international markets. Review quotations and bids. • Participate in and provide expert advice and services for the whole duration of ICT procurement/tenders related to software development, hardware. building of data centers, and complex network settings for partners. • Develop and update the ICT annual plan and road map. Develop and update the business continuity and disaster recovery plans, and ICT infrastructure and training plans. Follow up on their implementation. • Monitor performance, availability, and security of ICT systems and services. • Support the implementation of ICT standards, procedures, and security measures in accordance with UNDP policies. • Provide support in troubleshooting hardware, software, connectivity, and system-related issues. • Coordinate ICT support services and ensure timely resolution of user requests. • Manage the ICT assets, inventory control, software licensing, lifecycle management, and related documentation. Drive digital transformation, process automation and innovation • Ensure full compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment. Provide leadership of the ICT team for effective and client-oriented services. • Advise operations and programme teams on digitalization needs and support the conversion of business processes into web-based or automated systems. Promote the modernization of internal business processes through practical digital solutions aligned with office needs. • Contribute to the design and implementation of digital transformation and innovation initiatives across the Country Office. • Identify opportunities for process improvement, simplification, and automation using digital tools and platforms, and corporate solutions. • Develop and support automated workflows, digital forms, collaborative platforms, and other tools that improve efficiency, transparency, and service delivery. • Support the implementation, integration and effective use of enterprise applications and digital systems. • Contribute to modernization of business processes to improve efficiency, transparency, and service delivery. Support data management, reporting, and business intelligence solutions • Support the collection, organization, validation, and analysis of operational and programme-related data. • Develop dashboards, reports, and data visualization tools using Power BI or similar business intelligence platforms. • Support data quality assurance and maintenance of databases and reporting systems. • Promote data transparency and evidence-based decision-making, and the use of reporting solutions by operations, programme and management teams. Support software development and systems integration • Contribute to the development, customization, testing, and maintenance of digital applications and ICT solutions. • Support scripting, coding, APIs, and systems integration activities as required. • Contribute to preparation of technical documentation, user manuals, and operational procedures. • Manage testing, troubleshooting, and deployment of ICT systems and applications. Strengthen cybersecurity, responsible digital practices and risk awareness • Support implementation of cybersecurity measures, access controls, and information security practices. • Assist in monitoring ICT risks, vulnerabilities, and compliance requirements. • Support backup procedures, disaster recovery, and business continuity planning. • Promote awareness of cybersecurity and provide guidance on safe and responsible use of digital tools, systems, and data. Facilitate knowledge sharing and capacity building • Provide guidance and training to users on ICT tools, systems, digital platforms, cybersecurity practices, and automation solutions. • Identify and promote different systems and applications for optimal content management, knowledge management and sharing, and information provision. • Prepare training materials, user guidance documentation and other knowledge products related to ICT and digital tools. • Promote knowledge sharing and adoption of innovative digital solutions within the office. • Synthesize lessons learned and best practices directly linked to ICT management. Manage engagement with CO Operations and Programme teams to ensure their automation and digitalization needs are met: • Develop new software and oversee development of the new software packages (in-house or on the market), as required, for high impact results (e.g. office management system, electronic registry, intranet, etc). • Develop new automation tools using UNDP corporately developed platforms. • Develop Terms of Reference (TOR) for software products and provide monitoring and evaluation support to Programme teams during the development life cycle. • Provide in-house development of tools for programme and operations when needed. • Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (e.g. office management systems, donor profile software, knowledge management systems). • Provide technical advice on web applications, development, management, hosting, publication, and maintenance. Establish a new service line within the team that will, apart from standard ICT maintenance and support activities, provide the following services: • software development on demand by CO projects and on a cost recovery basis • digital consultancy services on demand by CO projects and on a cost recovery basis • digital and ICT projects development, scoping, consulting, on demand and bases on a cost recovery basis • development of AI, blockchain, web and mobile apps, business intelligence solutions, on demand and on a cost recovery basis. 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 ICT Analyst works under the direct supervision of the Operations Manager/Head of Operations and collaborates closely with programme, operations, project teams, UNDP regional and headquarters ICT teams, government counterparts, and external service providers. Competencies Core competencies: • Achieve Results: LEVEL 2: Scale up solutions and simplifies processes, balances speed and accuracy in doing work • Think Innovatively: LEVEL 2: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking • Learn Continuously: LEVEL 2: Go outside comfort zone, learn from others and support their learning • Adapt with Agility: LEVEL 2: Adapt processes/approaches to new situations, involve others in change process • Act with Determination: LEVEL 2: Able to persevere and deal with multiple sources of pressure simultaneously • Engage and Partner: LEVEL 2: Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships • Enable Diversity and Inclusion: LEVEL 2: Facilitate conversations to bridge differences, considers in decision making People Management competencies: • UNDP People Management Competencies can be found in the dedicated site. Cross-Functional & Technical competencies Business Management • Project Management: • Ability to plan, organize, prioritize and control resources, procedures and protocols to achieve specific goals • Digital Awareness and Literacy: • Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. • Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to UNDP | People for 2030 – Competency Framework – Cross-functional Competencies (2024) use them as needed. • Knowledge of the usage of digital technologies and emerging trends. Business Direction& Strategy • Systems Thinking: • Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system. Information Management & Technology • Solutions Architecture: • Ability to design and manage the Information system architecture supporting corporate business processes. • Design integration strategies and approaches to integrate one or more applications or services to maintain a coherent and effective IT architecture. • Knowledge of ISO 20000 and IT operations. • The Open Group TOGAF9 or Open CA, ITIL Master certification, or DevOps or similar certification desirable. • IT Quality Management: • Ability to manage quality of IT services. ISO 9001, 20000. • Certification in ITIL desirable. Digital • Digital product management: • Ability to design and lead digital product development including testing, ongoing product iteration, product strategy and delivery Information Management & Technology • IT Project Management: • Capacity to manage ICT projects, using IT methodologies and approaches such as agile deployment and/or waterfall system development methods. PMP and PRINCE2 certification or equivalent desirable. Required Skills and Experience Education: • Advanced university degree (master’s degree or equivalent) in Computer Science, Web Development, IT Systems, or a related field relevant to the position is required, or • A first-level university degree (bachelor’s degree) in the areas mentioned above in combination with additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree. Experience: • Minimum 2 years (with master’s degree) or 4 years (with bachelor’s degree) of relevant professional experience at the national or international level in ICT support, systems administration, software development, digital transformation, business intelligence, automation, or IT project implementation Required skills: • Professional experience in IT Project Management in public or private sectors. • Professional experience with ICT infrastructure and user support services. • Professional experience with digital platforms, automation tools, or enterprise systems. • Experience in data analysis and visualization using Power BI or similar tools. • Knowledge of coding, scripting, APIs, databases, or systems integration. • Experience with Microsoft 365 and collaboration platforms. • Experience and knowledge of the Republic of Moldova’s ICT policies, regulatory framework and key sector-related stakeholders. Desired skills: • Experience in cybersecurity and ICT risk management. • Experience with Power Automate, SharePoint Online, SQL, Python, or JavaScript. • Experience supporting digital transformation initiatives • Professional experience in the design and oversight of information system implementation, proven by personal involvement in at least 5 (five) information systems. • Strong knowledge and experience of information systems architecture, backend‑web platforms, user administration, security standards, and accessibility requirements. • Previous professional experience in working with international organizations, including UN Agencies, USAID, World Bank, etc. • Knowledge of UN/UNDP ICT policies and systems Required Languages: • Fluency in English and Romanian is required. • Working knowledge of one or more additional languages relevant for Moldova, including Russian, Bulgarian, Gagauzian, Romani, Ukrainian or sign language is an asset. Professional Certificates: • Relevant certifications in Microsoft technologies, cybersecurity, project management, Power BI, cloud technologies, or IT service management are desirable Equal opportunity As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all. Sexual harassment, exploitation, and abuse of authority UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. Right to select multiple candidates 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. Use of AI by candidates Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection Scam alert UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.