Systems Management Support Consultant (eTools and CPX)

OSE -OPCS Florence, Italy & Remote with travel

12 months

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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.

For every child, the right to a future

How can you make a difference?

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.

The consultant will oversee operational support, backlog and release management, governance coordination, user engagement, and continuous improvement for both platforms. The assignment includes management of Level 3 (L3) support escalations from Service Gateway, quarterly sprint planning and prioritization, the convening eTools and CPX Governance Forums, the delivery of global user clinics, and coordination of cross-cutting initiatives including programme supplies integration through DataVue, the establishment of a geolocation single source of truth (SSOT), and the design and implementation of eTools support forms and workflows within Service Gateway.

The consultant will serve as the primary coordination point between business owners, technical teams and users, ensuring effective governance, operational continuity and delivery oversight across both platforms.

If you would like to know more about this consultancy, please review the complete Terms of Reference here:  ToRTMC0006389.pdf

To qualify as an advocate for every child you will have...

Minimum requirements:

• Education: Master’s degree in Information Systems, Software Development, Business Administration, International Development, Social Sciences, or related discipline

• Work Experience: 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.
• Skills: 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.

• Interpersonal and Cross-Cultural Skills

• 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. Technical Competencies

• 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.

• 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.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

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, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer reasonable accommodation for persons with disabilities. throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

Qualified candidates are invited to submit the following documents via the online recruitment portal, TMS (Talent Management System):

• An up-to-date TMS profile and curriculum vitae (CV)
• Cover letter
• A separate financial proposal (only acceptable in the format of the linked template)  Financial proposal TMC0006389.docx