IT Service Delivery Support Intern, Copenhagen, Denmark



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Terms of Reference IT Service Delivery Support Intern ( Re-advertisement) Division of Information Systems and Telecommunications UNHCR, the UN Refugee Agency, is offering an Information Technology Service Delivery Support Internship position with the Business Relationship Management Service within the Division of Information Systems & Telecommunications in our Copenhagen Headquarters in Denmark. This exciting internship is a unique opportunity to gain experience with UNHCR’s IT process and service activities in support of the refugee cause, as well as valuable experience working within the UN system. UNHCR is a global organisation dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. We are in over 135 countries, using our expertise to protect and care for millions of people. Title: IT Service Delivery Support Intern Duty Station: Copenhagen, Denmark Duration: 6 – 8 months Contract Type: Internship Closing date: Sunday 29 September 2019, Mid-Night CEST Start date: October 2019 Organisational context The Division of Information Systems & Telecommunications (DIST) drives the technology discussion for UNHCR across the globe, in close collaboration with field operations and regional bureaux. DIST is responsible for ensuring UNHCR personnel have the technology tools needed to efficiently, effectively and safely carry out their work. 1 In close collaboration with field operations and regional bureaux, the Division of Information Systems & Telecommunications (DIST) drives and owns Information and Communications Technology (ICT) for UNHCR. Under the leadership of the Chief Information Officer (CIO) and Director, DIST supports UNHCR as it strives to become the global leader in data and information on forcibly displaced persons, ensuring the right solutions are designed, developed and maintained in a cost- effective, timely and secure manner. The BRMS team approaches the management of IT Services that considers the Business Processes supported and Business value provided. This team also manages the Business Services delivered to Business Customers. The function is responsible for maintaining a relationship with the divisions. This typically includes: • • • Managing personal Relationships with Business managers Providing input to Service Portfolio Management Ensuring that the IT Service Provider is satisfying the Business needs of the Customers • Managing the service delivery processes and applications within the service tower The position We are seeking a dynamic and proactive team player, with a strong interest in information technology, service management processes, data analysis, digital collaboration and refugee issues, to complete a six-eight months internship with the Collaboration and Communication team within DIST. The intern will work closely with the BRM Officer and Service Delivery Manager and will gain experience in: • • • • • UNHCRs technical and application landscape ICT service delivery and management processes and tools Microsoft 365 collaboration tools IT project management processes Communication with UNHCR colleagues at global, regional and country levels 2 Duties and responsibilities • • • Compile and analyze data from our service management solution to inform the BRMS leadership Creation of dashboards and reporting for BRMS service delivery and to manage the service delivered to end users as well as by manage service providers Administer and create new items e.g. support groups within the service delivery catalogue and configuration management database • • Administer and create the BRMS Collaboration and Communication SharePoint Site Assist with the creation of new standard operating procedures and process flows for service delivery management • • Assist with the creation of reports for the monthly BRMS operations meetings Support BRMS project administration as required for MS 0356 rollout; Web presence; eSafe (Opentext) migration etc. • • • Work with the BRMS Service Delivery manager for Collaboration and Communication to deliver and project manage small changes into production. Be available to support other teams within DIST also located in Copenhagen as required e.g. Emergency Preparedness and Response or Refugee systems Perform other duties as required Essential minimum qualifications and professional experience required The ideal candidate will: • Be a recent graduate (completed studies within one year at start date) or current student in a graduate/undergraduate school programme from a university or higher education facility accredited by UNESCO; and have completed at least two years of undergraduate studies in a field relevant or of interest to the work of UNHCR Possess a university-level degree in a relevant field, for example ICT, Computer Science, Digital Services, Cloud Computing etc. • • Be interested in ICT service delivery to users across the globe; designing business and application processes as well as translating business use cases into IT solutions 3 • • • Have advanced experience using the Microsoft Office suite (Outlook, Word, Excel, Publisher and PowerPoint). Advanced experience using Microsoft Excel is particularly important as analysis of data will be required Understand large-scale Microsoft productivity applications. Experience with analytics tools, Microsoft 0365 tools, SharePoint, Certifications within the Microsoft Certification Program will be an advantage Have an interest in technical design and support of global, distributed corporate information system • • Have knowledge of ITIL or project management processes would be advantageous Be fluent in English, with advanced writing and editing skills. Additional languages are desirable, but not essential • • • • Be tech-savvy and have a keen interest in IT, technology and reports Have strong analytical and organizational skills. Show a genuine desire to learn and adapt Possess strong communication and inter-personal skills as well as be a keen team- player. Location The successful candidate will be based with the team in the UN City in Copenhagen, Denmark. Obtaining and renewing current visas and residence permits including all associated costs, are the responsibility of the Intern. Conditions The internship is for six-eight months with start date in October 2019. It is a full-time role with working hours starting from 8.30am to 5pm Monday to Friday (40 hours per week). Please note that the terms of internship, as defined by UNHCR practice, include a monthly Food and Local Transportation Allowance. To apply Interested applicants should submit their letter of motivation, Personal History Form (PHF) and CV to DENCOCMUHR@UNHCR.ORG indicating ‘IT Service Delivery Support Intern’ in the subject of the email. Personal History Forms are available at PHF Form / Supplementary Sheet. 4

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UNHCR, the UN Refugee Agency, is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people.

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