DAPM Systems Help Desk and Rollout Consultant, DAPM/PET/PIU and OPSU, NYHQ, remote. Req#585568

The Division of Data, Analytics, Planning and Monitoring (DAPM) is responsible for driving, shaping and guiding UNICEF’s evidence-informed analysis, corporate and country planning, programme implementation and related risk management, monitoring, knowledge management and organizational performance. As such, DAPM enables the organization to deliver on results in a more coherent manner, based on agile and contextualized programming processes, and on data, evidence, and analytics, as well as the application of human-rights based and results-based approaches.  Within DAPM, the Programme Effectiveness Team (PET) leads, regulates and coordinates the development and issuance of organization-wide policies, procedures, standards, guidance, systems, tools and platforms to strengthen programme effectiveness across all contexts, including programme planning, implementation and related risk management, safeguarding, monitoring, organizational performance, knowledge management, at all levels. In doing so, PET engages with all divisions/offices across HQ as well as with all regional offices, UN agencies, funds and programmes, specialized agencies, other technical organizations and the UN Development Coordination Office.   The Help Desk and Rollout consultant will provide end-user support, training, and system rollout assistance for UNICEF’s corporate programme systems including RAM, eTools, UNPP, PRP and CPX. The consultant will ensure that system users receive timely support and guidance. This role is critical in maintaining high user satisfaction, ensuring smooth transitions during system upgrades or rollouts, and capturing lessons learned for continuous improvement.

About UNICEF

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you. For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines fordeveloping countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments. UNICEF has over 12,000 staff in more than 145 countries.

Consultancy: DAPM Systems Help Desk and Rollout Consultant

Duty Station: DAPM/PET/PIU and OPSU

Duration: 15 December 2025 - 15 December 2026

Home/ Office Based: Remote

BACKGROUND

Purpose of Activity/ Assignment:

The Division of Data, Analytics, Planning and Monitoring (DAPM) is responsible for driving, shaping and guiding UNICEF’s evidence-informed analysis, corporate and country planning, programme implementation and related risk management, monitoring, knowledge management and organizational performance. As such, DAPM enables the organization to deliver on results in a more coherent manner, based on agile and contextualized programming processes, and on data, evidence, and analytics, as well as the application of human-rights based and results-based approaches. 

Within DAPM, the Programme Effectiveness Team (PET) leads, regulates and coordinates the development and issuance of organization-wide policies, procedures, standards, guidance, systems, tools and platforms to strengthen programme effectiveness across all contexts, including programme planning, implementation and related risk management, safeguarding, monitoring, organizational performance, knowledge management, at all levels. In doing so, PET engages with all divisions/offices across HQ as well as with all regional offices, UN agencies, funds and programmes, specialized agencies, other technical organizations and the UN Development Coordination Office.  

The Help Desk and Rollout consultant will provide end-user support, training, and system rollout assistance for UNICEF’s corporate programme systems including RAM, eTools, UNPP, PRP and CPX. The consultant will ensure that system users receive timely support and guidance. This role is critical in maintaining high user satisfaction, ensuring smooth transitions during system upgrades or rollouts, and capturing lessons learned for continuous improvement. 

Scope of work 

The consultant will work under the supervision of Programme Manager within the Organization Performance and System Unit (OPSU) and in close coordination with other Programme Effectiveness Team (PET) Units, Digital Impact Division (DID), Regional Offices, Centres of Excellence, and Country Offices to deliver the following: 

Help Desk and User Support 

• Operate as the first line help desk focal point for system users. 
• Resolve user issues through UNICEF’s ticketing or other communication platforms. 
• Escalate complex or unresolved issues to technical teams or business owners as needed. 
• Track, analyse, and report on recurring user issues to inform training and system improvements. 
• Maintain updated user guides, FAQs, and quick-reference materials. 
• Maintain a monthly dashboard of help desk performance (tickets logged, resolved, average response time, satisfaction rating). 

System Rollout and Adoption 

• Support planning, coordination and execution of system rollouts and upgrades
• Assist in testing new features and documenting feedback from pilot users. 
• Support the configuration and validation of system environments before rollout. 
• Support in troubleshooting, testing and validating bug fixes and integration improvements.
• Coordinate with regional focal points to schedule and facilitate training and onboarding sessions. 

Capacity Building and Communication 

• Plan, coordinate and deliver Training-of-Trainers (ToT) and end-user training workshops.
• Prepare user-friendly communication materials (release notes, tutorials, webinars, and FAQs). 
• Contribute to newsletters or intranet updates highlighting system enhancements or success stories. 
• Track adoption and usage analytics to identify offices needing targeted support. 
• Prepare progress reports summarizing support activities, rollout progress, challenges, and recommendations. 
• Document efficiency gains, success stories, and country use cases to support scale-up and internal advocacy. 

Expected results:

• Timely user support provided on DAPM systems including RAM, eTools, UNPP, PRP and CPX
• User adoption and support dashboard developed and monitored.
• Systems enhancements coordinated, tested and rolled out to relevant users.
• Training materials created and updated based on user and system’s needs.
• Communication materials created and presented on systems adoption and gains.

Terms of Reference / Key Deliverables:

Work Assignment Overview/Deliverables and Outputs/Delivery deadline

1.  Help Desk and User Support

-  100 help desk tickets across different systems (RAM, eTools, UNPP, PRP and CPX) resolved or directed to respective business units within agreed SLAs on a monthly basis during the contract period

15 Dec 2026

- An adoption dashboard designed and updated on a monthly basis using uniform KPIs. 4 Quarterly adoption reports produced with analysis and recommendations by region and system

15 Dec 2026

2.  System Rollout and Adoption

-  Facilitate coordination and delivery of system enhancements and bug fixes for eTools in collaboration with ICTD and business owners, including: 12 sprint planning sessions supported and documented; 12 User Acceptance Testing (UAT) cycles organized and completed during the contract period; Release notes prepared and published for each system release

15 Dec 2026

-  At least 4 Training-of-Trainers (ToT) and 4 webinars for new features and enhancements developed and delivered.

15 Dec 2026

3.  Capacity Building and Communication

-  10 User guides and 2 FAQ sheets updated for UNPP, eTools and PRP systems

15 Dec 2026

-  Feedback collected on time efficiency gains analysis. At least 4 success stories, and country use cases and inputs documented for the CommuniCare newsletter

15 Dec 2026

Qualifications

Education:

Bachelor’s degree in a relevant field such as Information Systems, Business Administration, International Development, Social Sciences, or a related discipline

Knowledge/Expertise/Skills required *:

• A minimum of 5 years of progressively responsible professional work experience in a global system rollout and support involving many stakeholders. 
• Familiarity with dedicated IT systems utilized by users with a range of experience and aptitudes for IT systems, and related user support systems. 
• Familiarity with UNICEF’s country programme cycle and associated processes. 
• Strong Microsoft Office Skills preferred (SharePoint, Skype, Excel, Word, PowerPoint, Visio) 
• Experience with programme implementation lifecycle and UNICEF field experience is an advantage. 
• Familiarity and hands-on experience using the UNICEF Digital tools or equivalent corporate bespoke programme implementation reporting tools is required. 
• Readiness to undertake limited travel (specifically to interact with staff in UNICEF Country Offices) 

Technical Competencies 

• Strong familiarity with enterprise IT systems and user support mechanisms, including those used in UNICEF (e.g., eTools, UNPP, PRP, RAM, Datamart, Insight dashboards). 
• 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 analytics is an asset. 

Languages 

• 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. 

Requirements:

Completed profile in UNICEF's e-Recruitment system and

- Upload copy of academic credentials

- Financial proposal that will include/ reflect :

• • the costs per each deliverable and the total lump-sum for the whole assignment (in US$) to undertake the terms of reference.
  • travel costs and daily subsistence allowance, if internationally recruited or travel is required as per TOR.
  • Any other estimated costs: visa, health insurance, and living costs as applicable.
  • Indicate your availability

- Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF.

- At the time the contract is awarded, the selected candidate must have in place current health insurance coverage.

- Payment of professional fees will be based on submission of agreed satisfactory deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.

U.S. Visa information:

With the exception of the US Citizens, G4 Visa and Green Card holders, should the selected candidate and his/her household members reside in the United States under a different visa, the consultant and his/her household members are required to change their visa status to G4, and the consultant’s household members (spouse) will require an Employment Authorization Card (EAD) to be able to work, even if he/she was authorized to work under the visa held prior to switching to G4.  

Only shortlisted candidates will be contacted and advance to the next stage of the selection process

For every Child, you demonstrate…

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results. View our competency framework at: Here

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

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. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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. 

Remarks:  

Individuals engaged under a consultancy will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants. Consultants are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.