Information Systems Officer (UN Support Office Haiti)

About the role

The Information Systems Officer will be based in Port‑au‑Prince within the United Nations Support Office in Haiti. Reporting to the Chief of Unit, Information Systems (P‑4), the incumbent will coordinate service‑support operations, manage the service desk, and ensure effective routing, escalation and resolution of ICT requests and incidents for the mission.

Key responsibilities

• Coordinate day‑to‑day service‑support and service‑desk activities, logging, categorising, prioritising and closing requests and incidents.
• Administer and improve incident management, request fulfilment, service catalogue and knowledge‑management procedures in line with UN and ITIL standards.
• Act as the primary liaison between clients and technical resolution teams, monitoring high‑priority and escalated tickets.
• Monitor service performance, ticket volumes and response times, producing operational and management reports.
• Develop and maintain ICT service catalogues, standard operating procedures, knowledge articles and user guidance.
• Coordinate multi‑tier support with technical teams, enterprise service providers and vendors, following up on service commitments.
• Identify recurring incidents and process gaps, proposing automation or self‑service improvements.
• Support user communications on incidents, planned changes, outages and service restoration.

Required profile

• Professionalism with strong analytical and problem‑solving abilities in a complex operational environment.
• Team‑oriented mindset, collaborating effectively with colleagues and stakeholders.
• Planning and organising skills, able to set clear goals, prioritise tasks and manage risks.

Required skills

• ITIL Foundation (or higher) certification.
• Experience with enterprise IT service‑management platforms (e.g., Flow Desk, iNeed).
• ISO/IEC 20000 knowledge or certification.
• Business Relationship Management (BRMP) or equivalent.
• Project management methodologies such as PRINCE2 or PMP.
• Service‑desk operations, incident and request management, service catalogue administration, knowledge‑management.