Digital Collaboration and KM Analyst, Copenhagen, Denmark
Organization: UNDP - United Nations Development Programme
Office: UNDP Copenhagen
Closing date: Monday, 9 May 2022
Job Identification : 3158
Locations : Copenhagen, Denmark
Posting Date : 04/25/2022, 04:21 PM
Apply Before : 05/09/2022, 03:59 PM
Job Schedule : Full time
Agency : UNDP
Grade : P2
Vacancy Type : Fixed Term
Practice Area : Management
Bureau : Bureau for Management Services
Contract Duration : 2 Year with Possibility for extension
Education & Work Experience : Master’s Degree - 2 year(s) experience
Required Languages : English
Mobility required/no mobility
UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
UNDP’s IT Strategy is a four-year roadmap that lays the operational foundation to meet the organization’s digital transformation goals. Built on seven strategy pillars, the Office of Information Technology Management (ITM) in the Bureau of Management Services is leading the strategy and endeavoring to re-shape all aspects of UNDP’s IT ecosystem to better serve UNDP, our partners and our beneficiaries worldwide. It is against this backdrop that the ITM has engaged in an HR alignment exercise to enhance the coherence of ITM’s structure with the approved IT strategy and to provide better delivery on corporate strategies while strengthening the IT communication, knowledge management and support, improving the overall user experience and global coordination.
The Information Technology and Management office performs a pivotal role within BMS and UNDP driving IT transformation efforts, enabling and leveraging technology to address complex global challenges and meet long-term global sustainable development goals. ITM`s vision is to enable #NextGenUNDP by deploying and supporting digital solutions that change the way we deliver value to our partners. Within the Information and Technology management (ITM) office is the Global Support ad Capacity Building team that has the basic mandate of providing a single point of contact to manage client support, service requests and incidents related to the organization’s corporate applications including Enterprise Resource Planning systems, Content Management systems and other collaboration tools. The Capacity Building Center is one of two units in the Global Support ad Capacity Building Services (GSCB) team
Under the supervision of the Digital Collaboration & Knowledge Specialist, the incumbent participates to the activities related to the functioning of the capacity building, digital literacy, and knowledge management functions of ITM. The position focuses particularly on building capacity within the organization to enable people in UNDP to utilize digital technologies to support daily operations. The Digital Collaboration Analyst implement UNDP’s digital strategy and lead the knowledge management role within ITM and extend it towards BMS units in the development and management of the knowledge base within the UNall platform and integrate it with the capacity building activities of the Digital Collaboration & Knowledge Team. This position will also be responsible for leading the Digital Collaboration & Knowledge Team to facilitate the creation of knowledge and maintain it to remain relevant and align with the corporate platforms. In addition, the incumbent will lead the team to facilitate Collaboration sessions in order to empower UNDP staff to be digitally literate allowing UNDP to achieve its digital strategy. The Digital Collaboration & Knowledge Analyst will play a supporting in UNDP’s Digital Transformation to use digital technologies to improve the quality, relevance and impact of UNDP´s work. Streamlining Knowledge sessions to achieve maximum impacts on its audience, ensuring relevance and optimal creation and dissemination of knowledge on the UNDP digital tools, the new ERP platform and all corporate tools, aligning capacity building with the incident needs and ensuring timely coordination and delivery of knowledge. Successful execution of this role should elevate UNDP’s operational capabilities, responsiveness and provide knowledge, information and insights to support and promote decision making.
As a member of the GSCB team, the incumbent is responsible for supporting recommendations based on standard operating procedures (SOP), following the KPIs assigned to the team and provide reports on knowledge utilization, collaboration session and insights allowing decision process as well as UNDP guidelines and corporate applications that have direct impact on the operational effectiveness of the service desk in carrying out client/user support and other corporate functions.
Duties and Responsibilities
Technical Support to Effective Knowledge Management
Provide management of knowledge repositories across UNDP IT applications and platforms, IT infrastructure, collaboration tools using UNall.
Manage the knowledge and collaboration sessions‘ planning and organization
Follow-up on the UNall Knowledge functionalities and ensure alignment with internal processes and user feedbacks
Provide support on knowledge sharing and follow-up issues to different stakeholders on the utilization and development of knowledge
Document Frequently Asked Questions (FAQs) and lessons learned and develop guidance and knowledge assets according to demand.
Develop and monitor the knowledge lifecycle planning and sustain knowledge bases up-to-date.
Ensure technical support to corporate capacity on efficient use of corporate user applications and platforms
Design and provide a range of effective training and facilitation activities to empower efficient use of user productivity applications and platforms.
Develop learning material in the new ERP platform and responsible for its integration to UNall (Service-Now)
Engage support from the extended ITM team and beyond to provide specialist expertise and advice where required for delivering effective trainings and knowledge artifacts.
Monitors on the training usage and possible enhancement to bring to ITM learning material
Participate in the testing of new modules and system enhancements, corporate applications including collaboration tools providing feedback to project/business teams, track user communities and business and knowledge focal points.
Develop and customize training to be delivered to the user community at various levels of complexity and to serve as a resource person for corporate training activities whenever required.
Assist with the maintenance of Intranet sites, online networks, and knowledge repositories
Assist with the maintenance, update, and monitoring of the Knowledge Repositories (UNall Knowledge Base, Collaboration Toolbox Intranet site), including implementing latest trends/best practices
Assist with the updates and preparation of content for the internal Knowledge repositories ensuring consistency of the online materials
Maintain the content and digital presence in UNDP Digital Platforms Adoption networks/tools
Identify and collect documentation of best practices and lessons learned
Report and monitoring of UNDP Digital Platforms Adoption activities:
Extract and collect data of the Digital Platforms Adoption client surveys
Perform qualitative and quantitative analysis of collected data for reporting
Collaborate on the integration across tools and platforms through the knowledge and capacity building strategic planning.
Achieve Results: Scale up solutions and simplifies processes, balances speed and accuracy in doing work
Think Innovatively: Offer new ideas/open to new approaches, demonstrate systemic/integrated thinking
Go outside comfort zone, learn from others and support their learning
Adapt with Agility
Adapt processes/approaches to new situations, involve others in change process
Act with Determination
Able to persevere and deal with multiple sources of pressure simultaneously
Engage and Partner
Is facilitator/integrator, bring people together, build/maintain coalitions/partnerships
Enable Diversity and Inclusion
Facilitate conversations to bridge differences, considers in decision making
People Management (Insert below standard sentence if the position has direct reports.)
UNDP People Management Competencies can be found in the dedicated site.
Cross-Functional & Technical competencies
Digital Awareness and Literacy
Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed
Working with Evidence and Data
Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making
Customer Satisfaction/Client Management
Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers‘ needs.
Provide inputs to the development of customer service strategy.
Look for ways to add value beyond clients‘ immediate requests.
Ability to anticipate client’s upcoming needs and concerns.
Ability to manage programmes and projects with a focus at improved performance and demonstrable results
Integration within the UN
Ability to identify, and integrate capacity and assets of the UN system, and engage in joint work; knowledge of the UN System and ability to apply this knowledge to strategic and/or practical situations
Required Skills and Experience
Master’s degree or bachelor’s in communication, Knowledge Management, Pedagogics and/or other related areas.
At least 2 years of relevant experience in a global helpdesk or in a knowledge management environment. 4 years will be required in in possession of a bachelor’s degree.
At least one year of hands-on experience in ServiceNow as Knowledge platform and ITSM is a plus.
Familiarity with SharePoint and Microsoft collaboration tools.
Hands-on experience in Oracle ERP and above is a plus.
Proven track record of working and contributing positively in a team environment. ITIL Basic Foundation is a plus
Excellent oral and written communication skills in English,
Knowledge of other UN Language is a valuable asset.
Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.
Important information for US Permanent Residents (‚Green Card‘ holders)
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
Note: 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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Link to the organization’s job posting: https://unjobs.org/vacancies/1650973246514