UNICEF
Rollout Support Consultant, DAPM/PET/RMPIS and OPSU, NYHQ, remote. Req#585216
UNICEF, New York, New York, us, 10261
Rollout Support Consultant, DAPM/PET/RMPIS and OPSU, NYHQ, remote
Join UNICEF to support the rollout of the Complaints and Feedback Management (CFM) system, ensuring its successful deployment across public and private sectors.
Job Overview Location:
New York Headquarters (NYHQ) – Remote Duty Station:
Division of Data, Analytics, Planning and Monitoring (DAPM), Risk Management in Programming and Safeguarding (RMPS) Unit, Programme Effectiveness Team (PET) Duration:
23 Dec 2025 – 30 Sept 2026
Scope of Work
Process Design & Quality
Apply and operationalize workflows, roles, and business processes defined during the Transition Consultancy, propose adjustments as needed.
Identify gaps, gather user requirements, translate them into actionable specifications for ICTD.
Support quality assurance of CFM business processes, recommend workflow adjustments for consistency and efficiency.
Deployment & Rollout Support
Develop a global rollout roadmap, prioritise criteria, milestones, and governance for UNICARE scale‑up.
Adapt and consolidate deployment materials, create an adoption toolbox with clear roles and responsibilities.
Prepare demo scenarios and provide hands‑on support to country offices during pilot, scale‑up, and rollout.
Document lessons learned, release user guidance, FAQs, and knowledge resources.
Feedback Data Analysis & Use
Develop a data‑analysis framework aligning with UNICEF dashboard standards.
Collaborate with Business & ICTD on the analytics module, ensuring alignment with programme and risk‑management needs.
Collect, categorize, and analyse complaints data to identify trends, risks, and actionable insights.
Review and test the analytics module, recommend improvements for usability.
AOB
Support WhatsApp and SMS feedback workflows in partnership with SBC.
Contribute to CFM content for SES training modules and handbook updates.
Expected Results
Operational use of defined workflows and roles during UNICARE pilots and rollout.
Regular collection and prioritisation of user needs for continuous improvement.
Availability of a global rollout roadmap, an adoption toolbox, and demo scenarios.
Country offices receive practical guidance and hands‑on support, ensuring smooth adoption.
Developed analytics framework aligned with UNICEF dashboard practices.
Improved CFM training and handbook integration.
Terms of Reference / Key Deliverables
Global Rollout Roadmap – 30 Jan 2026
UNICARE Analytics Framework & Dashboard Specifications – 27 Feb 2026
CFM Adoption Toolbox – 30 Mar 2026
Demo Scenarios – 30 Apr 2026
Country Office Support Package – 30 May 2026
Refined Business Requirements & Technical Specifications – 15 Jun 2026
Review of CFM Handbook and Training – 30 Jul 2026
Country Office Briefing Reports – 30 Aug 2026
Adoption Support Reports – 30 Sept 2026
Qualifications Education:
Master’s degree in Information Systems, Business Administration, International Development, Social Sciences, or related discipline.
Minimum 5 years of business process analysis, system adoption/rollout, or programme systems management experience, preferably in international development or humanitarian contexts.
Proven experience supporting the rollout of CFM or similar accountability systems.
Strong background in business requirements gathering, workflow documentation, and translation into technical specifications for ICTD or equivalent teams.
Familiarity with data‑analysis frameworks and dashboard development (BI/analytics modules).
Demonstrated ability to develop user‑friendly guidance materials (FAQs, templates, adoption guides).
Solid understanding of safeguarding, AAP, and data protection principles.
Excellent stakeholder engagement, coordination, and facilitation skills.
Strong analytical and problem‑solving skills, hands‑on and solution‑oriented while maintaining strategic perspective.
Requirements
Complete profile in UNICEF’s e‑Recruitment system.
Upload copy of academic credentials.
Provide financial proposal: costs per deliverable, total lump‑sum, travel costs, daily subsistence allowance, visa, insurance, and living costs.
Indicate availability.
Travel and related expenses uncovered by UNICEF will be reimbursed.
Health insurance coverage must be active at contract award.
Professional fees will be released upon satisfactory deliverables.
U.S. Visa Information Non‑U.S. citizens must change to G4 status and obtain an EAD to work for UNICEF.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Research, Quality Assurance, and Business Development
Industry: Non‑profit Organizations
#J-18808-Ljbffr
Job Overview Location:
New York Headquarters (NYHQ) – Remote Duty Station:
Division of Data, Analytics, Planning and Monitoring (DAPM), Risk Management in Programming and Safeguarding (RMPS) Unit, Programme Effectiveness Team (PET) Duration:
23 Dec 2025 – 30 Sept 2026
Scope of Work
Process Design & Quality
Apply and operationalize workflows, roles, and business processes defined during the Transition Consultancy, propose adjustments as needed.
Identify gaps, gather user requirements, translate them into actionable specifications for ICTD.
Support quality assurance of CFM business processes, recommend workflow adjustments for consistency and efficiency.
Deployment & Rollout Support
Develop a global rollout roadmap, prioritise criteria, milestones, and governance for UNICARE scale‑up.
Adapt and consolidate deployment materials, create an adoption toolbox with clear roles and responsibilities.
Prepare demo scenarios and provide hands‑on support to country offices during pilot, scale‑up, and rollout.
Document lessons learned, release user guidance, FAQs, and knowledge resources.
Feedback Data Analysis & Use
Develop a data‑analysis framework aligning with UNICEF dashboard standards.
Collaborate with Business & ICTD on the analytics module, ensuring alignment with programme and risk‑management needs.
Collect, categorize, and analyse complaints data to identify trends, risks, and actionable insights.
Review and test the analytics module, recommend improvements for usability.
AOB
Support WhatsApp and SMS feedback workflows in partnership with SBC.
Contribute to CFM content for SES training modules and handbook updates.
Expected Results
Operational use of defined workflows and roles during UNICARE pilots and rollout.
Regular collection and prioritisation of user needs for continuous improvement.
Availability of a global rollout roadmap, an adoption toolbox, and demo scenarios.
Country offices receive practical guidance and hands‑on support, ensuring smooth adoption.
Developed analytics framework aligned with UNICEF dashboard practices.
Improved CFM training and handbook integration.
Terms of Reference / Key Deliverables
Global Rollout Roadmap – 30 Jan 2026
UNICARE Analytics Framework & Dashboard Specifications – 27 Feb 2026
CFM Adoption Toolbox – 30 Mar 2026
Demo Scenarios – 30 Apr 2026
Country Office Support Package – 30 May 2026
Refined Business Requirements & Technical Specifications – 15 Jun 2026
Review of CFM Handbook and Training – 30 Jul 2026
Country Office Briefing Reports – 30 Aug 2026
Adoption Support Reports – 30 Sept 2026
Qualifications Education:
Master’s degree in Information Systems, Business Administration, International Development, Social Sciences, or related discipline.
Minimum 5 years of business process analysis, system adoption/rollout, or programme systems management experience, preferably in international development or humanitarian contexts.
Proven experience supporting the rollout of CFM or similar accountability systems.
Strong background in business requirements gathering, workflow documentation, and translation into technical specifications for ICTD or equivalent teams.
Familiarity with data‑analysis frameworks and dashboard development (BI/analytics modules).
Demonstrated ability to develop user‑friendly guidance materials (FAQs, templates, adoption guides).
Solid understanding of safeguarding, AAP, and data protection principles.
Excellent stakeholder engagement, coordination, and facilitation skills.
Strong analytical and problem‑solving skills, hands‑on and solution‑oriented while maintaining strategic perspective.
Requirements
Complete profile in UNICEF’s e‑Recruitment system.
Upload copy of academic credentials.
Provide financial proposal: costs per deliverable, total lump‑sum, travel costs, daily subsistence allowance, visa, insurance, and living costs.
Indicate availability.
Travel and related expenses uncovered by UNICEF will be reimbursed.
Health insurance coverage must be active at contract award.
Professional fees will be released upon satisfactory deliverables.
U.S. Visa Information Non‑U.S. citizens must change to G4 status and obtain an EAD to work for UNICEF.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Research, Quality Assurance, and Business Development
Industry: Non‑profit Organizations
#J-18808-Ljbffr