The United Nations Office at Nairobi (UNON) provides administrative and support services to various UN entities, including the United Nations Environment Programme (UNEP) and the United Nations Human Settlements Programme (UN-Habitat), as well as other organizations of the UN system in Kenya.
The Senior Information Systems Assistant (G7) supports the Business Relationship Management (BRM) function within the ICT Services (ICTS) division. This critical role involves leveraging data-driven approaches and business intelligence insights to ensure high-quality client service delivery, manage client requirements effectively, and optimize internal operational efficiency by aligning ICT services with client needs.
Responsibilities
Within delegated authority, the Senior Information Systems Assistant will be responsible for the following duties:
- Reviews and updates KPI quarterly reports aligned with Service Level Agreements (SLAs) and close coordination with Client Service Support and application development team.
- Organizes business analysis meetings, reviews client requirements, and maps them to existing ICTS services in coordination with service owners, leveraging data-driven approaches to capture and analyze stakeholder needs.
- Facilitates the introduction of new clients by aligning identified service needs with ICTS offerings, ensuring an efficient onboarding process supported by business intelligence insights and performance metrics.
- Maintains positive client relationships through structured communication plans, regular feedback mechanisms, and the collection and analysis of client feedback data to inform service improvements.
- Prepares comprehensive reports, dashboards, and data visualizations to convey information to management, summarize key findings, and support strategic decision-making through business intelligence tools.
- Reviews and updates the ICTS Service Catalogue, rate cards, and SLA processes for new and existing clients, integrating data analysis to monitor service performance and identify trends.
- Designs, develops, and maintains client-facing documentation for relevant services, systems, and products; oversees updates in line with change management and operational procedures.
- Contributes to the development and improvement of internal processes and standard operating procedures supporting the BRM function, applying business intelligence and data analysis to optimize workflows and enhance operational efficiency.
- Drafts correspondence, outreach campaigns, and communications (including work plan revisions), prepares inputs for periodic reports, and utilizes analytic insights to tailor messaging and track engagement outcomes.
- Keeps abreast of developments in the field, conducts research and benchmarking on new technologies, proposes acquisitions, and supports implementation of new solutions, integrating business intelligence assessments and data-driven evaluations.
- Conducts regular data analyses on service usage, client engagement, and operational metrics to identify opportunities for improvement, predict trends, and deliver actionable intelligence to stakeholders.
- Works collaboratively with cross-functional teams to design and implement business intelligence solutions, ensuring robust data collection, reporting mechanisms, and analytic support for ICTS operations.
Qualifications and Experience
Education:
- Completion of high school diploma or equivalent is required.
- Additional training and a technical or vocational certificate in information technology, computer science or other related areas is required.
Work Experience:
- A minimum of ten (10) years of experience in information systems analysis, data analysis, data reporting, information management, business relationship management, technical writing, customer relations, business intelligence, or a related area is required.
- Experience with Microsoft business intelligence tools such as Power BI, SQL Server Reporting Services (SSRS), or similar platforms is desirable.
- Familiarity with other major business intelligence suites including but not limited to Tableau, QlikView, or SAP BusinessObjects is desirable.
- Experience with delivering and monitoring service delivery to a diverse client base is desirable.
- Experience using Enterprise Resource Planning System (ERP) systems is desirable.
- Work experience of one (1) year or more in data analytics or related area is desirable.
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