Business Process Analyst (2 positions) [Open to internal and external applicants]

Tiered Approach

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

• Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
• Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
• Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
• Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.

Background

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.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNDP is the leading United Nations organization in fighting to end the injustice of poverty, inequality, and climate change. Working with our broad network of experts and partners in 170 countries, we help nations to build integrated, lasting solutions for people and planet.

Amid a dynamic socio-economic context of Moldova, the Ministry of Labour and Social Protection (MLSP) is embarking on a deeply transformative process. The “Digital Transformation of Social Protection” Project stands as testimony to this momentum forward. Moldovan social protection system faces substantial challenges caused by inefficiencies, limited digital integration, and an unmet demand for institutional framework and service delivery better addressing contemporary socio-economic uncertainties. The MLSP's endeavour is to reengineer this landscape, enhance its digital infrastructure and create a framework that is efficient, inclusive, resilient, and adaptable to changing contexts and conditions. The Ministry has launched major reforms, namely that of social services (RESTART); that of the National Employment Agency (NEA); that of the State Labour Inspectorate; and that of the National Council for Determination of Disability and Work Capacity. These initiatives are not just a response to evolving needs but a visionary stride towards a future where social protection is seamlessly inclusive, empowering, and a realized right for every citizen, as defined by the 2030 Agenda.

The Project aims to address the fragmented digital infrastructure of the social protection system, which currently operates with multiple, disparate, and non-interoperable information systems. This fragmentation causes binding inefficiencies in data management and service delivery and undermines the ability to provide timely and appropriate support to beneficiaries. The limited digitalization and capacity to develop and utilize digital tools have restricted the potential of digital technologies for improving social protection services.

The Project's strategic approach is enrooted in Moldova’s national priorities, as defined by the RESTART Reform of Social Assistance and the UNDP Country Programme Document for the Republic of Moldova (2023-2027). The Project is designed to leverage technology as a key driver of change, streamline processes, enhance user experience, and strengthen institutional resilience. It involves comprehensive mapping and optimization of current business processes, ensuring they are streamlined and designed for the best possible user experience.

The strategic goal of the proposed Project is to enhance the social welfare of Moldovan citizens, especially the most vulnerable, by establishing a more efficient, accessible, and responsive social protection framework, by leveraging digital transformation, improved service delivery and institutional capacities.

Duties and Responsibilities

Summary of key functions:

The Business Process Analyst will work under the supervision of the UNDP Project Manager and will ensure the provision of development services and products commensurate with the scope of the project and assigned area of responsibility of the highest quality and standards to national and local counterparts and clients.

More specifically, the Business Process Analyst will be responsible for:

Digital system development & integration

• Provide technical expertise for the phased development of the eSocial digital case management module, focusing on regional-level service provision (ATAS) and its interconnection with employment business processes (NEA).
• Support the development of the second-level case management system for the 10 Territorial Social Assistance Agencies (ATAS).
• Contribute to the Terms of Reference for future case management iterations and define the analytical reporting frameworks and dashboards required by the digital team.
• Facilitate the integration of external IT systems into eSocial, including those of the State Labour Inspectorate (SLI) and the National Council for Determination of Disability and Work Capacity (CNDDCM), the “Ajutor Social” module, etc.
• Collaborate closely with the Project’s Development Unit and Product Analysts to translate institutional needs into robust functional requirements for the eSocial platform.
• Facilitate strategic mentoring and provide advanced procedural and technical oversight for the digitised documentation of 30 unique social services across 33 Territorial Social Assistance Structures (STAS).
• Oversee the systematic identification and analysis of technical system issues, translating operational challenges into strategic change requests for the development team and validating technical resolutions to ensure system integrity.
• Synthesise stakeholder feedback and user proposals into high-level system enhancements, coordinating with technical teams to implement improvements that align with institutional priorities and user requirements.
• Architect and implement robust operational governance frameworks for the administration of the eSocial system, ensuring long-term sustainability and seamless integration of digital tools within core institutional activities.

Stakeholder engagement & capacity building

• Manage communication and cooperation between the MLSP, the RESTART team, and relevant institutions (NEA, SLI, etc.) to ensure a unified approach to integrated case management.
• Contribute to the design of capacity-building curricula for case managers and deliver training to stakeholders on new eSocial module iterations.
• Cultivate and maintain high-level linkages with project beneficiaries to promote inclusive project implementation and accurate interpretation of objectives.

Facilitate knowledge and capacity building, knowledge sharing and advocacy relevant to the assigned thematic area(s).

• Maintain an advanced knowledge base in the digitalisation of public services, focusing on social protection, vulnerability reduction, and employment trends.
• Identify, synthesize and document best practices and lessons learned that are generated from the project and implementing partners.
• Participate in and ensure sound contributions to knowledge networks and communities of practice on project related issues. Support establishment of knowledge platforms for the project, facilitate innovative mechanisms for dissemination of knowledge from the project, and develop knowledge resources and products to share with project partners and to support UNDP’s engagement in this area.
• Promote resource sharing and information flow among beneficiaries to enhance the cost-efficiency, effectiveness, and long-term sustainability of project interventions.
• Prepare thematic briefs for beneficiaries, identifying key areas for improvement and providing evidence-based insights for institutional decision-making.
• Promote advocacy on development trends and opportunities to collaborate in coordination with the project partners, stakeholders, and UNDP communications staff.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangements

The Business Process Analyst will work under the supervision of the UNDP Project Manager, in close cooperation with the UNDP Moldova Country Office and overall project team and project consultants, for an effective achievement of results, anticipating and contributing to resolving project-related issues and information delivery.

He/she also will collaborate with the Ministry of Labour and Social Protection and its subordinated institutions and other national stakeholders. The incumbent is expected to exercise full compliance with UNDP administrative rules, regulations, policies and strategies.

Competencies

Core Competencies

• Achieve results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.
• Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.
• Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.
• Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.
• Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.
• Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.
• Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.

Cross-Functional and Technical Competencies

Business Management

• Project Management:
  • Ability to plan, organize, prioritize, and control resources, procedures, and protocols to achieve specific goals.

Business Direction & Strategy

• System Thinking:
  • Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.

Business Development

• Knowledge Facilitation:
  • Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas.
  • Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.

Digital

• Digital Business Analysis:
  • Ability to support digital business processes across a range of digital projects, programmes and activities.
• Digital Transformation Design:
  • Practical and strategic skills in digital transformation for governments and organizations.
• Design Thinking:
  • Solving problems by putting people at the centre, visualising ideas and making them tangible in order to improve them through and iterative process of developing and testing.
  • Strong empathy skills, being able to put yourself "in someone else's shoes", understand needs, abilities, preferences, motivations, (everyday) experiences from different perspectives as well as their cultural, social, economical and political contexts.
  • Ability to identify and challenge assumptions, (cognitive and social) biases and dominant mental models by generating new perspectives and frames that help redefine the problem, solution and opportunity space.
  • Being able to work with incomplete information, ambiguity and opposing views, needs and constraints and synthesise them into solutions that are viable, technically feasible and useful.

2030 Agenda: People

• Gender:
  • Gender digital divide.

Required Skills and Experience

Education:

• Advanced university degree (Master's degree or equivalent) in Social Sciences, Economics, Finance, Management, Business Administration, Law, IT/Computer Sciences, Engineering, or related field is required; or
• A first-level university degree (Bachelor’s degree) in the areas mentioned above in combination with an additional two (2) years of qualifying experience will be given due consideration in lieu of the advanced university degree.

Experience:

• Minimum 2 years (with Master’s degree) or 4 years (with Bachelor’s degree) of progressively responsible relevant experience (at the national or international level) in assignments related to the assessment, re-engineering and/or design of services.

Required Skills:

• Experience in social protection, child protection, employment, digital transformation, institutional development;
• Experience in the use of computers, office software packages and web-based management systems.

Desired Skills:

• Experience in providing technical or advisory support to public sector entities and governmental institutions;
• Experience in working on interventions/projects in the ICT/digital transformation and/or digital inclusion area;
• Experience in working, liaising, and collaborating with UN agencies, NGOs, civil society organizations, and public international organizations;
• Experience in national-level reform environments, specifically in documenting and mapping business processes to support institutional transformation.

Required Languages:

• Fluency in English and Romanian is required;
• Knowledge of one or more minority languages relevant for Moldova, including Russian, Romani, Gagauzian, Bulgarian, Ukrainian and sign language, is an asset.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Use of AI by candidates

Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection

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