NPSA6, ICT Associate - 1 year contract with possibility for extension

UNDP Global Shared Services Center; Cyberjaya; On-site; MYR 89,000 - 134,000; Full time

Job summary

UNDP Global Shared Services Centre in Kuala Lumpur is seeking an ICT Associate on a 1-year contract with extension potential. The role delivers ICT services, supports systems, and provides Tier 2 technical support to users while promoting a client‑oriented service culture.

The successful candidate will manage network infrastructure, drive digital transformation with Power Platform, and contribute to knowledge management and team collaboration within a global shared services environment.

Qualifications

• Secondary education is required.
• Bachelor's degree will be given due consideration but not required.
• Desirable: ITIL knowledge and cloud platforms (Azure) experience.
• Experience with Power Platform tools (Power Automate, Power Apps) is desirable.

Responsibilities

• Provide ICT services and Tier 2 technical support for users.
• Manage LAN/WAN, network security and related infrastructure.
• Lead automation initiatives using Power Automate and Power Apps.
• Develop dashboards and reports using Power Platform and Power BI.
• Maintain technical documentation and knowledge base.
• Coach and mentor ICT staff and promote best practices.

Skills

English fluency

Bahasa Malaysia fluency

IT customer support

Project coordination

Education

Bachelor's degree in Computer Science or related field (will be considered, not required)

Secondary education

Microsoft Certified Professional (MCP)

Microsoft Power Platform Functional Consultant Associate

Cisco Certified Network Professional (CCNP)

Tools

Microsoft Azure

Power BI

SharePoint Online

Power Automate

Microsoft 365

OneDrive

Teams

Yammer

Planner

Job description

NPSA6, ICT Associate - 1 year contract with possibility for extension

With offices in Copenhagen, Kuala Lumpur, Dakar, Amman, Panama City and Istanbul, the Global Shared Services Centre (GSSC) services over 180 countries, 40,000 personnel and more than 40 other UN Agencies and Organizations. Through its functional service lines, GSSC ensures high quality and timely delivery of human resources, financial and procurement services as well as information and innovative tools to its various clients and stakeholders.The GSSC is led by the Director, who reports to the Director of Bureau for Management Services (BMS).

Under the guidance and direct supervision of the ICT Analyst, the ICT Associate provides ICT services, supports the management of ICT systems, provides daily tier 2 technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.

The ICT Associate works in close collaboration with the Directorate, GSSC and non-GSSC teams, and UNDP HQ staff for resolving ICT-related issues, collaborates with other ICT Staff.

Key responsibilities

1. Support ICT Operations and Service Delivery

Ensure effective ICT service delivery and operational support across the GSSC environment through:

Managing day-to-day ICT operations and support services.

Coordinating the resolution of complex technical incidents, service requests, and escalations.

Providing advanced technical support for hardware, software, network, and enterprise systems issues.

Acting as the second-level escalation point for critical ICT incidents and service disruptions.

Supporting business continuity, disaster recovery, and operational resilience activities.

Driving continual service improvement initiatives to enhance service quality and user satisfaction.

Building productive relationships with stakeholders and maintaining a strong client-oriented service culture.

Conducting user awareness sessions and promoting the adoption of digital tools and technology solutions.

Developing and maintaining technical documentation, knowledge base articles, and user guides.

Coaching and mentoring junior ICT personnel and fostering knowledge sharing within the team.

Monitoring service performance and identifying opportunities to improve operational efficiency and user experience.

2. Manage Network Infrastructure and ICT Systems

Ensure reliable and secure ICT infrastructure through:

Administration and monitoring of LAN, WAN, wireless networks, internet connectivity, VPN, and related infrastructure.

Managing network security, performance optimization, and capacity planning.

Supporting server infrastructure, endpoint management, identity management, and collaboration platforms.

Supporting installation, configuration, maintenance, and lifecycle management of ICT hardware and software.

Ensuring implementation of security patches, firmware updates, antivirus solutions, and vulnerability remediation.

Supporting cloud-based and hybrid infrastructure services.

Monitoring network performance and recommending improvements to enhance reliability and stability.

Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks

Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups;

Maintenance of measures in place for business continuity and disaster recovery processes and procedures including backup and restoration of both server and local storage facilities.

3. Drive Digital Transformation and Process Automation

Lead automation initiatives that improve operational efficiency and user productivity through:

Designing, developing, and maintaining business process automation solutions using Microsoft Power Automate.

Developing Power Apps applications to streamline manual and repetitive processes.

Integrating business systems and workflows to improve operational effectiveness.

Identifying opportunities for automation and digital transformation across functional units.

Supporting workflow redesign and process optimization initiatives.

Creating dashboards, reports, and analytical tools using Microsoft Power Platform and related technologies.

Developing proof-of-concepts and innovative technology solutions aligned with business needs.

4. Knowledge Management and Team Collaboration

Promote knowledge sharing and organizational learning through:

Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;

Sharing expertise on emerging technologies and automation solutions.

Facilitating skills development initiatives within the ICT function.

Supporting cross-functional projects and organizational transformation initiatives.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

The incumbent will be under the overall supervision and guidance of the ICT Analyst under the GSSC Operations KL unit.

Core Competencies:

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: Open minded 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 unconscious bias, confront discrimination

Cross-Functional & Technical Competencies:

Business Development

Knowledge Generation

Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need

Human-centered Design

Ability to develop solutions to problems by involving the human perspective in all steps of the problem-solving process

Business Management

Digital Awareness and Literacy

Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed.

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 fulfill and understand the real customers' needs. Provide inputs to the development of customer service strategies. Look for ways to add value beyond clients' immediate requests.

Ability to anticipate client's upcoming needs and concerns.

Operations Management

Business Management

Ability to effectively plan, organise, and oversee the Organisation’s business processes in order to convert its assets into the best results in the most efficient manner. Knowledge of relevant concepts and mechanisms

Information Management & Technology

IT Customer Support

Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable

Required Skills and Experience

Education:

Secondary education is required.

University degree (Bachelor´s degree) in Computer Science or related field will be given due consideration, but is not a requirement.

Any of the following certificates are desired:

Microsoft Certified Professional (MCP)

Microsoft Certified: Power Platform Functional Consultant Associate

Cisco Certified Network Professional (CCNP)

Experience:

Minimum 6 years (with Secondary Education) or 3 years (with Bachelor´s degree) of working experience in network administration and use of hardware/software, telecommunications facilities;

Experience in the usage of computers and office software packages (MS Word, Excel, etc.);

System software and network administration, use of hardware/software, telecommunications facilities, video conferencing systems, usage and support of desktop productivity suites, mainly Microsoft 365, SharePoint, OneDrive, Teams, Yammer, Planner, knowledge of database packages.

Experience managing ICT projects and digital transformation initiatives is desired.

Experience coordinating small technical teams or multidisciplinary teams is desired.

Knowledge of ITIL service management practices is desired.

Experience with cloud platforms such as Microsoft Azure is desired.

Experience with data visualization and reporting platforms such as Power BI is desired.

Experience in web design and/or web-based management systems is an advantage.

Knowledge and experience of SharePoint Online administration and development of automated process flows in Power Automate or of AI-enabled productivity and automation tools is desired.

Experience working in international organizations or shared service environments is desired.

Experience from previous UN assignments, multilateral and bi-lateral aid organizations, and/or private sector would be an asset.

Language Requirements:

Fluency in English and Bahasa Malaysia is required.

UNDP, as an integral part of its mission to fight poverty and improve the lives of people around the world, is committed to being open, transparent and accountable. As part of this commitment, UNDP adopted International Public-Sector Accounting Standards (IPSAS), and established a Global Shared Service Centre (GSSC) in Kuala Lumpur, Malaysia. This global centre of excellence provides IPSAS transactional recording (Payables, Revenue and Contribution Management, General Accounting and Project Accounting), procurement, and related advisory, training and support services to UNDP Offices worldwide.

The GSSC is an integral part of the Global Shared Services Unit (GSSU), within the Bureau for Management Services (BMS), that supports all UNDP offices and UN clients with the provision of transactional services in Finance, Procurement and HR.

UNDP, as an integral part of its mission to fight poverty and improve the lives of people around the world, is committed to being open, transparent and accountable. As part of this commitment, UNDP adopted International Public-Sector Accounting Standards (IPSAS), and established a Global Shared Service Centre (GSSC) in Kuala Lumpur, Malaysia. This global centre of excellence provides IPSAS transactional recording (Payables, Revenue and Contribution Management, General Accounting and Project Accounting), procurement, and related advisory, training and support services to UNDP Offices worldwide.

The GSSC is an integral part of the Global Shared Services Unit (GSSU), within the Bureau for Management Services (BMS), that supports all UNDP offices and UN clients with the provision of transactional services in Finance, Procurement and HR.