Senior Information Technology Assistant, G7

The International Court of Justice is the principal judicial organ of the United Nations. It is composed of 15 judges, elected by the General Assembly and the Security Council. The Court has a twofold role: first, to settle, in accordance with international law, legal disputes submitted to it by States; and, second, to give advisory opinions on legal questions referred to it by duly authorized United Nations organs and specialized agencies. The Court is the only principal organ of the United Nations not serviced by the Secretariat. The Court has its own administration, the Registry, which provides judicial support to the Court and acts as a permanent administrative organ. The Registry is headed by a Registrar, elected by the Court. The incumbent is appointed by the Registrar with the approval of the President (Rules of Court, Art. 25). The position is located in the Information and Communication Technologies Division (ICT Division) of the Registry and reports directly to the Head of Division.

The incumbent leads the Digital Operations, Platforms and User Support Unit and is accountable for the planning, coordination, delivery and continuous improvement of digital operations and end-user ICT services for the Court, including service desk, user support, workplace technology services, endpoint support, platform administration support, and IT asset management. Exercises direct first-level supervisory responsibility over two staff members (one Information Systems Assistant and one IT Technician), ensuring effective work planning, priority setting, quality control, performance management and timely delivery of services. Serves as the operational focal point for front-line digital operations and user support, coordinating with other ICT units, business users and external providers to ensure service continuity, performance, compliance and user satisfaction. 1) Planning and coordination Plans, organizes and coordinates the work of the unit on a continuing basis, setting operational priorities, assigning responsibilities, monitoring implementation and ensuring timely, high-quality outputs across the unit’s service areas. Ensures effective integration of service desk functions, user support, workplace technology services, platform-related operational support and IT asset management activities in line with business needs and ICT priorities. Acts as the first-level unit lead under the Head of ICT Division for all matters related to digital operations, platforms and user support. Ensures continuity of on premises front-line support and verifies compliance with established service procedures and standards. 2) Manage end-user support and service desk operations Leads and oversees daily front-line ICT support services for staff and other authorized users. Ensures incidents and service requests are properly logged, categorized, prioritized, assigned, escalated and resolved within agreed service standards and following ITIL best practices. Monitors workload, service trends, response times, resolution performance and backlog levels, taking corrective action where necessary to maintain service quality and business continuity. 3) Oversee digital operations, workplace technology and platform support activities Coordinates and oversees operational support for user-facing digital platforms and workplace technologies, including deployment, configuration, maintenance and support of desktops, laptops, mobile devices, peripherals, collaboration tools, standard software and related operational platforms used by the Court. Ensures that onboarding, relocation, offboarding, software rollout, patching and equipment replacement activities are properly planned and executed. Promotes standardization, reliability, security compliance and effective user experience across supported technologies and platforms. 4) Exercise direct supervision over unit staff Exercises full first-level supervisory responsibility over the Unit's staff, including work planning, distribution of assignments, setting deadlines, monitoring outputs, reviewing quality and timeliness, approving leave as delegated, identifying development needs, providing coaching, and contributing to performance appraisal. Ensures coordinated team delivery, effective knowledge sharing and appropriate coverage of operational functions across the unit. 5) IT asset management and operational controls Ensures the integrity, accuracy and compliance of IT asset management processes and records, including receipt, deployment, transfer, return, replacement and disposal of ICT equipment. Oversees stock control and related documentation for administrative, audit and financial purposes. Reviews usage patterns and operational requirements and provides input to lifecycle planning, procurement and standard equipment specifications. 6) Coordinate vendors, service providers and cross-unit operational delivery Manages day-to-day operational relationships with vendors and service providers involved in end-user support, platform services and related digital operations activities. Coordinates with other ICT units to ensure effective escalation, issue resolution, change implementation and service continuity. Monitors service provider performance against expected standards and follows up on deficiencies, risks and outstanding actions. 7) Drive service improvement, reporting and user guidance Implements and improves ICT service management processes, workflows, standard operating procedures and reporting mechanisms relevant to the unit’s scope of work. Produces and reviews service performance reports.

Professionalism: Good knowledge of ICT operations support, service desk practice and endpoint/workplace technologies. Sound knowledge of ITIL/ITSM processes and related service management tools, including incident, request, problem, change and asset management. Shows pride in work and in achievements. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Communication: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify, and exhibits interest in having two-way communication. Tailors language, tone, style and format to match the audience. Demonstrates openness in sharing information and keeping people informed. Teamwork: Works collaboratively with colleagues to achieve organizational goals. Solicits input by genuinely valuing others' ideas and expertise; is willing to learn from others. Places team agenda before personal agenda. Supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position. Shares credit for team accomplishments and accepts joint responsibility for team shortcomings. Planning and organizing: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments; adjusts priorities as required. Allocates appropriate amount of time and resources for completing work. Foresees risks and allows for contingencies when planning. Monitors and adjusts plans and actions as necessary. Uses time efficiently. Client orientation: Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients' needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client.

High school diploma or equivalent is required.

ITIL 4 Foundation Certification is required. ITIL 4 Managing Professional Certification is desirable. Relevant vendor certifications (e.g., Microsoft 365, Azure, Windows/Endpoint administration, Jira) are desirable. Relevant training in networking, cloud platforms/services and ERP environments is desirable.

A minimum of ten (10) years of progressively responsible experience in ICT end-user support, service desk operations, or IT service coordination is required (or 8 years with first level university degree). Experience in front-line user support and incident/request handling is required. Experience in endpoint/workplace support activities is required. Experience in IT asset inventory management is required. Experience in application of service management processes and procedures is required. Experience in planning, assigning, supervising and reviewing the work of support staff is desirable. Experience managing contracts with external service providers is desirable. Experience troubleshooting technical/user support issues and managing escalations is desirable. Experience of IT contract management (i.e. outsourcing) is desirable.

The assessment of qualified candidates will include written tests and a competency-based interview.

The Court is an equal opportunity employer and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a staff member. This post is subject to local recruitment pursuant to United Nations Staff Rule 4.4. All staff in the General Service and related categories are in principle recruited in the country or within commuting distance of the seat of the Court, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment is not eligible for the allowances or benefits exclusively applicable to international recruitment. Candidates living outside the Netherlands or beyond commuting distance of the seat of the Court may apply for the position but will be regarded as local applicants and be subject to the same conditions. Candidates meeting the requirements of the position may be invited for tests and interview remotely or at the seat of the Court in The Hague. In the latter case, those candidates will be required to cover their own travel, accommodation and subsistence costs. The selected candidate may be subject to security clearance, including verification of the information provided and a criminal record check. All candidates should be prepared to submit an electronic copy of their passport and all diplomas listed on their profile when requested. The Registrar reserves the right not to appoint any candidate to the post, or to appoint one at a lower level or on the basis of a modified job description. Applications that are found by the Court to meet the vacancy announcement criteria may be added to a reserve list in case a similar vacancy arises in the future. Depending on professional background, experience and family situation, a competitive compensation and benefits package is offered. In addition to a salary paid in euros, the Court offers an attractive benefits package including 30 days of annual leave, a pension plan and subsidized medical insurance. If the selected candidate is a staff member from an organization applying the United Nations Common System of Salaries and Allowances, the provisions of the Inter-Organization Agreement concerning Transfer, Secondment or Loan may be applied.

In accordance with the ICJ Staff Regulations and Rules, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with ICJ if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Applicants are urged to carefully follow all instructions available in the online recruitment platform, Inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on "Manuals" hyper-link on the upper right side of the Inspira account-holder homepage. The evaluation of applicants will be conducted based on the information submitted in the application according to the evaluation criteria of the job opening and the applicable Staff Regulations and Rules, administrative issuances, and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in Inspira to be considered for the current job opening. No amendment, addition, deletion, revision, or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised in Inspira will be removed at 11:59 p.m. (New York time) on the deadline date.