Systems Helpdesk and Rollout, OSE

OSE -OPCS Florence, Italy & Remote with travel

12 months

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.

At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built. We offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

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. The consultant will resolve and route user requests received through Service Gateway, maintain user-facing guidance, support each release and rollout with communications, onboarding and training, and monitor adoption. The consultant will work closely with the project manager or product owner responsible for each system, referring anything requiring code changes or product decisions to them.

If you would like to know more about this consultancy, please review the complete Terms of Reference here:

• Education: Master’s degree in Information Systems, Software Development, Business Administration, International Development, Social Sciences, or related discipline
• Work Experience: 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.
• Skills: 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. Interpersonal and Cross-Cultural Skills Strong ability to work collaboratively with cross- functional and multicultural teams. Technical Competencies 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.
• Language Requirements: Fluency in English (oral and written) is required.
• Desirables: Experience in applying AI for helpdesk

Knowledge of business intelligence platforms (e.g., Power BI, Tableau) and working with data pipelines is an asset.

• Language Requirements: 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.
• Desirables: Experience in applying AI in both digital product development and programme planning, monitoring and reporting.

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everythi