Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.
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.
The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. UNV works with partners to integrate qualified, highly motivated and wellsupported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is active in around 130 countries every year. With field presences in over 60 countries, UNV is represented worldwide. UNV is administered by the United Nations Development Programme (UNDP).
The Human Resources Section supports UNV in achieving its mandate, business plan and staff performance objectives by partnering with senior and line management to meet UNV’s strategic HR requirements, and by designing/implementing services and initiatives to attract, develop, motivate, and retain staff and personnel with the best talents to match UNV’s needs. The Human Resources Section operates within the framework of UNDP’s human resources policies and systems.
The Capacity Development team, as part of the Human Resources Section (HRS), leads the design and delivery of all learning activities for UN Volunteers serving with UN agencies globally.
UNV provides serving UN Volunteers and staff with access to learning programmes and services which include but are not limited to learning platforms (UNV e-Campus), onboarding portal, UN mandatory courses (online) and UNV e-courses, LinkedIn Learning, Rosetta Stone, Coursera, UNITAR online courses and individual coaching. Workshops and onsite learning programmes on the ground are regularly offered to specific target audiences at the local and regional levels. Depending on business priorities learning programmes focused on strategic initiatives are delivered as well.
Scope of Work
Respond to SalesForce queries from UN Volunteers on accessing learning programmes, platform usage, troubleshooting, and best practices to ensure efficient and effective support.
- Escalate and follow up on complex and technical helpdesk queries from UN Volunteers with relevant focal persons and service providers to ensure timely and accurate resolution.
- Enroll UN Volunteers on external platforms and coordinate with platform providers to resolve related issues.
- Prepare standard template responses and FAQs on Level 0 helpdesk queries to support implementation of a chatbot and transfer knowledge to the UNV General Service Desk.
- Assist with data analysis and reporting on helpdesk queries and volunteer learning metrics to identify trends and areas for improvement.
Institutional Arrangement
The Clerk, Capacity Development for UN Volunteers reports to the Learning Analyst and will work in close collaboration with the Capacity Development Team and the Volunteer Solutions Section to ensure consistent service delivery.
Core Competencies
Achieve Results
- Plans and monitors own work, pays attention to details, delivers quality work by deadline.
Think Innovatively
- Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously
- Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility
- Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination
- Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner
- Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion
- Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies
Communication
- Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience
- Ability to manage communications internally and externally, through media, social media and other appropriate channels
Knowledge Generation
- Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need
- Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches.
- Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.
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.
Data literacy
- Understand the potential as well as the limitations of using data driven innovation.
- Ability to use a mix of data sources (quantitative, qualitative or real- time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration.
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.
Required Skills and Experience
Education:
- Completed secondary education
Experience:
- A minimum of three (3) years (with high school diploma) of relevant work experience in service desk delivery or similar or no experience (with bachelor’s degree)
- Experience in the use of computers and artificial intelligence tools
- Experience in using SalesForce Service Desk
- Experience in case resolution is highly desirable.
- Experience working in the United Nations or an international development organization is an asset.
- Problem solving and collaboration
- Fluency in English
- Working Knowledge of another UN language is desirable
Disclaimer
- Only short-listed applicants will be contacted.
- All posts in the NPSA categories are subject to local recruitment
- Only European citizens or other legal authorised to work in Bonn, Germany are eligible to apply
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.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.
Scam warning
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