PeopleSoft Help Desk Support Analysts

The United Nations Development Programme (UNDP) Country Office in Kuala Lumpur, Malaysia is seeking to retain the services of three PeopleSoft Helpdesk support analysts for a period of 6 months . Within UNDP’s Office of Information Systems Technology (OIST), the Management Support Center (MSC) unit, also known as the Atlas Helpdesk has the basic mandate of providing helpdesk support in the financial applications at tier-1 and tier-2 levels on a 24/5 basis operation. The MSC unit is currently operating on a 12-staff capacity from four different locations across the globe: in Kuala Lumpur, Malaysia; Bratislava, Slovakia; Panama City, Panama; and, New York, USA. In addition to financials support, MSC provides extended support to various units within the Office of Information and Systems Technology (OIST) where it reports; and equally, to various offices within the Bureau of Management (BOM) such as the Office of Finance and Administration (OFA), Learning Resource Center (LRC) etc. The unit holds a fundamental role in various user acceptance testing activities, Year-end closing activities, development of online learning/training materials, local and regional training missions and workshops/webinars, among others. With the unit’s existing roles and responsibilities and the organization’s implementation of the International Public Sector Accounting Standards (IPSAS) in January 2012, OIST management decided to increase existing MSC staff capacity on a temporary basis. This action will help the team manage client support and competing tasks starting in January 2012

Duties and Responsibilities

Under the supervision of the MSC Manager, the candidate will be responsible for providing user support, as well as identifying user trends/needs related to PeopleSoft Financials applications and other requirements. The incumbent will work closely with other MSC team members. To manage the Customer Relationship Management (CRM) Worklist To provide analysis and resolution of Atlas Financials application cases registered in CRM. To escalate and to follow-up issues raised on the networks and through CRM to different Atlas support teams if needed (technical issues, Atlas performance issues, etc.). To provide support assistance to other units whenever required i.e. data cleanup exercises, To perform other helpdesk duties as required by the MSC Manager

Competencies

Knowledge Management and Learning Promotes a learning environment in the office. Provides helpful feedback and advice to the clients. Development and Operational Effectiveness -PeopleSoft functional knowledge is required in the areas: Procure to Pay E-Procurement Purchase Order Accounts Payable Paycycle Revenue Management Stream Contracts Accounts Receivable Integration / Financials General Ledger Grants/Project Costing Commitment control Proficient in the use of information technology. Self-Management Focuses on result for the client and responds positively to feedback. Demonstrates strong team work and team building skills. Demonstrates strong oral and written communication skills. Remains calm, in control and good humored even under pressure. Responds positively to critical feedback and differing points of view.

Required Skills and Experience

Experience Minimum and current 4 years of hands on experience in PeopleSoft Financials 8.4 and above. Minimum 2 years of experience in providing client support/helpdesk environment Proven track record of contributing positively in a team environment. Work experience with PeopleSoft Financials 9.0 or higher Language Requirements Fluent in English. Other UN languages an asset ----------------------------------------------------------------------------------------------------------------------------------------------------------------- DOCUMENTS TO BE INCLUDED WHEN SUBMITTING APPLICATION: Interested individual consultants must submit the following documents/information to demonstrate their qualifications: 1. Proposal: (i) Explaining why they are the most suitable for the work (See question below) 2. Financial proposal 3. Personal CV including past experience in similar projects and at least 3 references FINANCIAL PROPOSAL: The financial proposal will specify the daily fee, travel expenses and per diems quoted in separate line items. Payments will be made to the Individual Consultant based on the number of days worked. Travel; Travel costs (round trip) must be included in the financial proposal to join/depart the duty station (Malaysia). UNDP will not accept travel costs exceeding those of an economy class ticket. Should the applicant wish to travel on a higher class he/she should do so using their own resources. In the case of unforeseeable travel, payment of travel costs including tickets, lodging and terminal expenses requested by UNDP, such travels need to be agreed upon between UNDP and Individual Consultant. UNDP will bear the cost of unforeseen travels. Applicants are instructed to submit their daily fees to cpu.bids@undp.org at time of application with the subject heading “Financial Proposal for ERP Support Associate. Price breakdown: Daily Fee $ Travel (if any) $ Per diem (if any) $ -------------------------------------------------------------------------------------------------------------------------------------------------------------------- EVALUATION: Individual consultants will be evaluated based on the following methodology. Cumulative analysis When using this weighted scoring method, the award of the contract will be made to the individual consultant whose offer has been evaluated and determined as: a) responsive/compliant/acceptable, and b) Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to this document * Technical Criteria weight; (Interview Score, 70%) * Financial Criteria weight; (Financial Proposal 30%) Only candidates obtaining a minimum of 70% (490 points) of the total obtainable technical points would be considered for the Financial Evaluation Criteria Weight Max. Point Technical · Organizational skills 10% 100 · Problem identification, management and analytical skills 20% 200 · Knowledge of and issue resolution in Procure to Pay, Revenue management and integration of services between modules.. 30% 300 · Communication and work management 10% 100 Financial 30% 300 ------------------------------------------------------------------------------------------------------------------------------------------------------------------- Please see below link for UNDP's General Terms and Conditions for Individual Contracts: http://www.undp.org/procurement/documents/UNDP_GCC_IC_Final_English.pdf Any request for clarification must be sent in writing, or by standard electronic communication to cpu.bids@undp.org The Central Procurement Unit will respond in writing or by standard electronic mail and will send written copies of the response, including an explanation of the query without identifying the source of inquiry, to all consultants.

UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

PeopleSoft Help Desk Support Analysts