[Hiring] Systems Management Support Consultant @AGORA

Role Description

The consultant will provide dedicated management and coordination for eTools and CPX, two corporate platforms managed by the Office of Strategy and Evidence (OSE) that support programme implementation, partnership management, and country programme planning and monitoring across UNICEF. Together, the platforms serve more than 20,000 internal and external users across headquarters, regional and country offices.

• Oversee operational support, backlog and release management, governance coordination, user engagement, and continuous improvement for both platforms.
• Manage Level 3 (L3) support escalations from Service Gateway.
• Conduct quarterly sprint planning and prioritization.
• Convene eTools and CPX Governance Forums.
• Deliver global user clinics.
• Coordinate cross-cutting initiatives including:
  • Programme supplies integration through DataVue.
  • Establishment of a geolocation single source of truth (SSOT).
  • Design and implementation of eTools support forms and workflows within Service Gateway.
• Serve as the primary coordination point between business owners, technical teams, and users, ensuring effective governance, operational continuity, and delivery oversight across both platforms.

Qualifications

• Master’s degree in Information Systems, Software Development, Business Administration, International Development, Social Sciences, or related discipline.
• At least eight (8) years of progressively responsible professional experience in project or product management of enterprise digital platforms, public sector digital transformation, or related areas.
• Demonstrated experience managing application support and incident escalation, including Level 2 and Level 3 resolution, within an IT service management environment.
• Demonstrated experience running agile planning and backlog prioritization with business and technical teams, servicing governance bodies, and leading system integrations from business requirements through user acceptance testing and rollout.

Requirements

• Familiarity with UNICEF’s country programme cycle, partnership management processes, and programme effectiveness frameworks.
• 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, including HQ divisions, Regional and Country Offices, and external partners.
• Excellent communication and facilitation skills, with the capacity to explain complex digital solutions to users with varying levels of IT experience.
• Strong familiarity with enterprise IT systems and user support mechanisms used in UNICEF, including eTools, UNPP, PRP, Datamart and DataVue, and Human Resources United Nations Children’s Fund inSight dashboards, together with IT service management platforms (ServiceNow or equivalent) and backlog management tools such as Azure DevOps.
• Experience in data systems integration, requirements elicitation and documentation, and dashboard and digital reporting solutions; familiarity with geospatial data governance and administrative boundary management is an asset.
• 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.
• Fluency in English (oral and written) is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian, Spanish) or a local language is a strong asset.

Benefits

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