Service Management Assistant

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Purpose of the Position:

The purpose of the position is to support the effective operation and continuous improvement of ADB’s IT service management and operational resilience processes, with primary responsibilities in problem, change, and capacity management. The selected candidate will work in close collaboration with the IT Operational Resilience Team in Valencia, Spain and with the ADB IT teams in Manila, Philippines.

Objectives of the Programme:

UNICC provides the digital foundations that support the digital transformation and future of the UN system and other international organizations

Main duties and responsibilities:

The incumbent will be under guidance of the Head, Customer IT Resilience Team (DSSR) and will be coached by the Information Technology specialist from ADB with regards to the day-to-day operational activities. The incumbent will work closely with the IT Operational Resilience Team and ADB teams in Manila, Philippines. More specifically, responsibilities will include:

Problem Management:

• Act as a facilitator and coordinator for problem management activities within the ADB ITD Rapid Response channel, engaging with all relevant stakeholders to support timely resolution
• Under guidance, coordinate Root Cause Analysis (RCA) activities by organizing discussions, collecting relevant information, documenting findings and agreed actions, and escalating matters requiring technical or management decisions to the relevant ADB focal point
• Maintain the RCA action log, monitor agreed deadlines, follow up with assigned action owners, and escalate overdue or blocked actions to the relevant ADB focal point
• Prepare and maintain problem management reports in accordance with the unit’s standards, highlighting problem trends, outstanding actions, recurring issues, and resolution effectiveness for review and resolution by the relevant ADB focal point

Change Management

• Perform regular audits and reviews of change tickets to ensure compliance with the IT Application and Infrastructure Change Management policies and standards in accordance with established procedures and guidance
• Consolidate audit findings, work collaboratively with relevant teams to address identified gaps, and facilitate timely remediation efforts
• Coordinate the administrative and reporting activities for weekly Change Advisory Board (CAB) meetings by preparing agendas, compiling meeting materials, recording decisions and action items, and following up on agreed actions under the direction of the CAB administrator
• Identify and summarize recurring change-management issues and compliance gaps, prepare suggestions for possible process improvements for review and coordinate implementation of approved actions with relevant teams

Capacity Management

• Maintain capacity-management process documentation, identify required updates based on operational needs and approved standards, and submit proposed revisions to the relevant ADB focal point for review and approval
• Regularly track and monitor capacity metrics for each team, identify potential risks or bottlenecks based on established parameters, and bring them to the attention of the relevant ADB focal point.
• Prepare periodic capacity-management reports and dashboards that summarize utilization trends, identified risks or bottlenecks, and possible follow-up actions for stakeholder review.

Other Responsibilities

• Apply responsible AI practices when using AI-enabled tools, in line with UNICC policies, including human oversight, validation of AI-generated outputs, confidentiality, data protection, information security and auditability
• Work increasingly through automation and AI-enabled tools and optimize own tasks where possible
• Provide support in Technology Operations Governance and Service Management activities to uphold high standards of IT service delivery
• Actively contribute to initiatives aimed at enhancing and expanding ADB’s ITIL processes, including but not limited to Service Level Agreements (SLA), Operational Level Agreements (OLA), Configuration Management, and Availability Management
• Conduct periodic reviews of existing ITIL processes, providing actionable recommendations to drive continuous improvement and ensure alignment with evolving business and technology landscapes
• Perform work outside work hours, as required
• Provide other ad hoc support either within the team or in other teams as required. This includes the participation in special projects or support to service delivery for short period of time on a part time or full time basis upon request from the senior management

Experience and Skills required:

Essential:

• At least five (5) years of experience working in IT operations, including following ISO 20000/ITIL processes

• Previous experience providing IT services or customer support to financial entities

• Good knowledge in Problem, Change and Capacity management

• Proficiency in IT service management and reporting tools, preferably including ServiceNow, Microsoft Power Platform, and data visualization or reporting tools

• Experience in IT Service Management process optimization

• Experience in developing and maintaining documentation as well as industry best practices

Desirable:

• Knowledge in design and development in ServiceNow
• Hands-on experience using Power Apps, Power Automate, and AI to automate, streamline, and enhance ITSM processes.
• Previous experience with AI tools on task automation and optimization

Education:

Essential:

• Successful completion of secondary school education or its equivalent, supplemented by specialized training in IT

Desirable:

• Certification in IT Technologies

• Familiarity with ITIL best practices

• Familiarity with business continuity framework

Languages:

• English: Expert knowledge is required
• Knowledge of the local language of the Duty Station is an advantage

UNICC Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Moving forward in a changing environment: Is open to and proposes new approaches and ideas. Adapts and responds positively to change.

Eligibility:

This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment.

Compensation:

Annual Salary Estimation (net of tax at single rate):

• Valencia, Spain: EUR 45,478

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until midnight (Geneva Time) on 08 November 2026.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the UNICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Please inform us should you require any specific accommodation to facilitate your application

The UNICC workforce consists of many diverse nationalities, cultures, languages, and opinions. UNICC seeks to sustain and strengthen this diversity by ensuring equal opportunity and an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, ethnicity, sex, national origin, age, religion, disability, sexual orientation and gender identity.

For applications to be valid, they must contain a motivation letter and the filled Personal History Form.