Org. Setting and Reporting

The 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.

Responsibilities

Within 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.

Education

Advanced 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 Qualification

Not available.

Work Experience

A 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.

Languages

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

• Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures. • The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position. • Appointment at the United Nations is subject to mandatory adherence to the United Nations Financial disclosure Programme. An appointment to the Office of Investment Management (OIM) of the UNJSPF additionally requires compliance with the rules and regulations pertaining to OIM's Code of Ethics, Personal Securities, Gift and Hospitality policies. • For this position, applicants from the following Member States, which are unrepresented or underrepresented in the UN Secretariat as of 31 March 2026, are strongly encouraged to apply: Andorra, Brunei Darussalam, Democratic People's Republic of Korea, Dominica, Equatorial Guinea, Grenada, Kiribati, Kuwait, Lao People's Democratic Republic, Liechtenstein, Marshall Islands, Micronesia (Federated States of), Nauru, Palau, Papua New Guinea, Qatar, San Marino, Sao Tome and Principe, Timor-Leste, Tuvalu, United Arab Emirates, Vanuatu, Afghanistan, Angola, Antigua and Barbuda, Belize, China, Cuba, Guinea-Bissau, Indonesia, Israel, Japan, Libya, Liberia, Luxembourg, Monaco, Oman, Paraguay, Saint Lucia, Saint Vincent and the Grenadines, Saudi Arabia, Singapore, Slovenia, Solomon Islands, Turkmenistan, United States of America.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. All external candidates recruited in accordance with section ‎2.2 (a) of ST/AI/2025/3 for a fixed term appointment without limitation and all external candidates recruited in accordance with section 2.2. (c) of ST/AI/2025/3 for a fixed term appointment limited to the entity are subject to an initial probationary period of one year under a fixed-term appointment. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.