Overview
The ICT Analyst/Head of ICT Unit supports digital transformation, automation of operational processes, optimization of ICT services, and implementation of data-driven solutions within the Country Office. The role contributes to operational efficiency and cost optimization through systems integration, interoperability, cloud-based technologies, workflow automation, cybersecurity, and data-driven decision-making.
Key Responsibilities
- Ensure effective ICT operations and infrastructure and user support.
- Manage the administration, maintenance and continuous improvement of ICT infrastructure.
- Ensure effective, client-oriented ICT support services.
- Monitor the performance, availability, reliability, and security of ICT systems and services.
- 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.
- Participate in office business process re-engineering activities.
- 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.
- Review quotations and bids.
- Participate in and provide expert advice and services for ICT procurement/tenders.
- 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.
- Support the implementation of ICT standards, procedures, and security measures.
- 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.
- 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.
- Contribute to the design and implementation of digital transformation and innovation initiatives.
- Identify opportunities for process improvement, simplification, and automation.
- Develop and support automated workflows, digital forms, collaborative platforms, and other tools.
- 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.
- 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.
- 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.
- 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.
- Promote knowledge sharing and adoption of innovative digital solutions.
- 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 new software packages.
- Develop new automation tools using UNDP corporately developed platforms.
- Develop Terms of Reference (TOR) for software products and provide monitoring and evaluation support.
- Provide in-house development of tools for programme and operations.
- Identify opportunities and ways of converting business processes into web-based systems.
- Provide technical advice on web applications, development, management, hosting, publication, and maintenance.
- Establish a new service line within the team providing software development, digital consultancy, digital and ICT projects development, and development of AI, blockchain, web and mobile apps, business intelligence solutions on a cost recovery basis.
- Perform other duties within their functional profile as deemed necessary.
Required 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.
- 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.
- 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.
Qualifications
- 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.
- 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.
