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

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, roll