Technical Analyst

Job Description
Background
The Remote IT Assistant (RITA) project is a strategic initiative to modernize and decentralize IT support across UNDP. It provides scalable, cloud-first remote support through plug-and-play infrastructure, automation, and centralized endpoint management. RITA strengthens business continuity and resilience by reducing reliance on in-situ IT personnel and enabling remote troubleshooting and provisioning. The services are intended for all UNDP locations ensuring consistent service coverage across the global footprint.

The function will contribute to the design, deployment, and adoption of the RITA model, while ensuring integration with corporate Identity and Access Management (IDAM) and alignment with cybersecurity controls and enterprise architecture standards.

The Technical Analyst will work under the direct supervision of the Chief, Global Support & Capacity Building, and will collaborate closely with Regional Hubs, Representative Offices, and Country Office IT focal points. An organigram indicating the position of this function within the unit is provided as an annex.

Duties And Responsibilities

• Design and deploy remote IT infrastructure aligned with the RITA architecture and enterprise standards.
• Ensure designing, assembling and configuring the RITA boxes, which requires practical knowledge of hardware components including KVM switches, Raspberry Pi and other hardware
• Ensure designing and fabricating the enclosure for the RITA box, which may require skills in 3D modelisation and familiarity with relevant design software.
• Automate support workflows with the Microsoft Power Platform (Power Automate, Power Apps) to streamline ticketing, approvals, and knowledge capture.
• Establish and maintain secure remote connectivity/tunneling solutions (e.g., Tailscale or equivalent), adhering to least-privilege principles and auditable access.
• Containerize and operate required micro-services using Docker (or equivalent), including image hardening, secrets management, and logging/monitoring.
• Embed cybersecurity and endpoint protection baselines (hardening, EDR, patching cadence, vulnerability remediation) and document Standard Operating Procedures (SOPs).
• Conduct knowledge transfer, guidance, and remote troubleshooting for COs, Regional Hubs, and Representative Offices; continuously refine the RITA operating model based on feedback.

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

Competencies
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
Information Management & Technology - IT Security Management

• Knowledge of Cyber Security technologies, processes, techniques and tools. Apply practical innovations to solve cybersecurity problems. Capability to keep UNDP systems.

Digital – Tech literacy

• Ability to apply new digital tools or adapting their original use to create new insights, fresh perspectives or develop solutions. Understand the potential as well as the limitations of certain technological developments; being able to identify how technology can add value when it's used as a "means to an end".

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.

Information Management & Technology - Solutions Architecture

• Ability to design and manage the Information system architecture supporting corporate business processes. Design integration strategies and approaches to integrate of one or more applications or services to maintain a coherent and effective IT architecture. Knowledge of ISO 20000 and IT operations. The Open Group TOGAF9 or Open CA, ITIL Master certification, or DevOps or similar certification desirable.

Information Management & Technology – IT Research and Development

• Regular following new technologies and technical trends, research the technologies that are applicable and beneficial to the organization and develop the systems.

Education
Required Skills and Experience

• Advanced university degree (master's degree or equivalent) in Information Technology, Computer Science, or a closely related field is required . Or
• A first-level university degree (bachelor's degree) in the areas stated above, in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.

Experience

• Minimum 2 years with (with Master degree)or 4 (with Bachelor degree) of relevant professional experience in deploying and operating remote IT solutions, cloud-managed endpoints in enterprise environments is required.
• Demonstrated experience leading deployments (not only system administration) of remote support models and cloud-managed endpoints across multiple locations (COs/Regional Hubs/Representative Offices).
• Practical experience with hardware components such as KVM, Raspberry Pi.
• Hands-on expertise with Microsoft Intune, Autopilot, Compliance/configuration profiles, and Conditional Access in Entra ID (Azure AD).
• Proven ability to automate support workflows using Power Automate/Power Apps.
• Practical experience establishing secure remote access/tunneling (e.g., Tailscale or equivalent) with least-privilege access.
• Proficiency in containerization (Docker), including image hardening and operational monitoring.
• Applied cybersecurity practice (endpoint hardening, EDR, vulnerability management, patch orchestration) and documentation of SOPs.
• Experience in ITIL 4 Foundation.
• Experience with UN/INGO environments and distributed field support.
• Experience in 3D modelisation and design software for building hardware enclosures.
• Exposure to secure overlay networks (e.g., Tailscale), IaC (e.g., Terraform), and scripting (PowerShell).

Language

• Fluency in English is required.
• Working knowledge of additional UN languages (French, Spanish, Arabic) is an advantage.

Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

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