[Hiring] Systems Helpdesk and Rollout @AGORA

Role Description

The Organizational Performance and Corporate Systems (OPCS) Unit, within the Programme Effectiveness Team (PET) of the Office of Strategy and Evidence (OSE), is the business owner of a portfolio of corporate systems used across all UNICEF offices, including the eTools modules, inSight, RAM and UNITE, CPX and UNICARE. These systems serve tens of thousands of internal and external users and generate a continuous flow of user requests, release-related questions and onboarding needs. This consultancy provides dedicated first- and second-line user support and rollout capacity across that portfolio.

• Resolve and route user requests received through Service Gateway.
• Maintain user-facing guidance.
• Support each release and rollout with communications, onboarding, and training.
• Monitor adoption.
• Work closely with the project manager or product owner responsible for each system, referring anything requiring code changes or product decisions to them.

Qualifications

• Master’s degree in Information Systems, Software Development, Business Administration, International Development, Social Sciences, or related discipline.
• At least five (5) years of professional experience in user support, service desk or application support for enterprise systems, combined with rollout, onboarding or training delivery for a geographically distributed user base.
• Demonstrated experience triaging and resolving user requests within an IT service management environment and escalating defects to technical teams.
• Demonstrated experience producing user guidance and delivering webinars, clinics or training sessions, and tracking adoption across offices.
• Familiarity with UNICEF’s country programme cycle, partnership management processes, and programme effectiveness frameworks.

Requirements

• Understanding of programme implementation risk management, safeguarding, and monitoring requirements considered an asset.
• Previous experience in developing country contexts or working in emergency settings is desirable.
• Strong ability to work collaboratively with cross-functional and multicultural teams.
• Strong familiarity with enterprise IT systems and user support mechanisms used in UNICEF, including eTools and its modules, inSight, CPX and UNICARE, together with IT service management platforms (ServiceNow or equivalent) and collaboration channels such as SharePoint and Viva Engage.
• Ability to analyse support data and adoption metrics, to translate recurring user issues into clear product feedback, and to produce concise reports and user-facing content.
• Advanced proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio) and collaboration platforms (SharePoint, Teams, Skype).
• Knowledge of business intelligence platforms (e.g., Power BI, Tableau) and working with data pipelines is an asset.

Benefits

• Attractive compensation and benefits package.
• Diverse opportunities for professional and personal development.

Company Description

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged.

• UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence.
• UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF.