Position Summary:

The Service Management Analyst is responsible for the overall coordination, adoption, and implementation of relevant ITIL modules utilizing ServiceNow, UNFPA's Service Management standard. He also coordinates overall ICT Service Desk operations to ensure optimum resource utilization and continuous process improvement.  The Service Management Analyst is located in the Technology Section of the Management Information Service (MIS) Branch, and reports to the Technology Manager. 

Requirements and Qualifications:

• Two years relevant professional post-university experience
• ITIL v3 Foundation training required and ITIL V3 Certification desirable;
• Thorough knowledge of UN policies, procedures, rules, and regulations;
• Good knowledge of PC/LAN operating systems, ICT infrastructure, corporate ICT security and viral protection systems, ERP;
• Ability to perform a variety of standard specialized and non-specialized tasks and work processes that are fully documented, researched, recorded and reported;
• Ability to work autonomously and as part of a multidisciplinary team;
• Ability to work and communicate effectively with all staff and be able to promote team work and build efficiency;
• Ability to make recommendations for business processes re-engineering, elaboration and implementation of new systems.