Job Responsibilities

• Closely monitor the Unified Volunteering Platform (UVP) and other volunteer management e-platforms that directly support the delivery of the volunteer mobilization and management mandate.  Analyse call logs to assess priority and criticality of occurrence of issues. Determine resolution through system changes or training to end-users. Take appropriate and timely action and alert supervisor of critical/complex issues; 
• Provide prompt and accurate technical guidance to client queries. Liaise within ICTS for specific inputs as necessary. Draft technical notes for general orientation of internal stakeholders;  
• Generate monthly reports on helpdesk services, classify problems reported, corrective measures taken and cases for critical attention. Propose improvements and system reconfiguration as considered necessary. Identify specific ways to leverage and expedite support. 
• Provide helpdesk support, such as tracking requests, compiling and sharing knowledge products.
• Business Analysis and Systems development support 
• Support systems development projects concerning UNV’s business applications related to volunteer mobilization and management; 
• Ensure that the business users’ perspective is reflected in the IT initiatives affecting volunteer mobilization and management platforms and applications; 
• Support the testing process for all new functionalities developed by ICTS and/or external vendors for volunteer mobilization and management platforms; 
• Act as custodian for relevant volunteer management systems, initiate and oversee;  
• Respond to user needs and questions regarding access; assist personnel in the use of IT-supported products, data retrieval, file transfers and conversions; 
• Provide remote technical support to Regional Offices and Field Units Personnel as required;  
• Ensure system readiness support to implementation of volunteer management policies and procedures; 
• Monitor the application of conditions of service (COS), inter alia through the use of Quantum, UVP, Business Intelligence (BI) dashboards and other automated applications; 
• Monitor the implementation of the Volunteer Living Allowance and other volunteer entitlements including accommodation and security for international and national UN Volunteers and make recommendations for appropriate systems adjustments for updated policy and procedural changes; 
• Generate, compile and review aspects of global UN Volunteer statistics, related to resignations, dismissal cases, resources, medical and security evacuations, early terminations, gender balance, etc. for follow up and to ensure consistency and quality. 
• Facilitation of knowledge building and knowledge sharing 
• Contribute to the organization and delivery of training sessions for users; arrange for briefings and demonstrations of corporate and user-developed systems; 
• Share and disseminate synthesis of lessons learned and best practices directly linked to systems management; 
• Make sound contributions to knowledge networks and communities of practice; 
• Provide training and capacity development for the UNV personnel, as well as guidance on procedures and actions to be performed in the volunteer management applications related to operational matters, liaising closely with the Programme Specialist, Volunteer Systems.