UNICEF
Rollout & Adoption Lead Consultancy, DAPM, Programme Implementation unit, NYHQ,
UNICEF, West New York, New Jersey, us, 07093
Overview
About UNICEF If you are a committed, creative professional and are passionate about making a lasting difference for children, UNICEF 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. UNICEF supports child health and nutrition, 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: Rollout and Adoption Lead Consultancy Duty Station: DAPM, Programme Implementation Unit Duration: 15 December 2025 – 15 December 2026 Home/ Office Based: Remote
Background
Purpose of Activity/Assignment: The consultant will ensure business continuity and user adoption of the corporate digital platforms of the Office of Evidence and System of UNICEF — eTools (ePD, PRP, FMM, FAM, Action Points, eWorkplanning) and the UN Partner Portal (UNPP) — which are critical for programme implementation and partnership management. This includes strengthening governance mechanisms, resolving system incidents, coordinating enhancements, leading rollout stability, and supporting country offices and partners through training, communication, and direct guidance. The consultant will collaborate closely with business owners, ICTD teams, and regional focal points to streamline user support and accelerate platform adoption globally.
Scope of Work
The consultant will work under the Programme Manager (P4) within the Organization Performance and System Unit (OPSU) and in close coordination with other Programme Effectiveness Team (PET) Units, Information, Communication, and Technology Division (ICTD), Regional Offices, Centers of Excellence, and Country Offices to deliver the following: Respond to user support tickets via Service Gateway and Zendesk, offering real-time troubleshooting for UNICEF staff, and its government and CSO partners. Work with ICTD and business owners to prioritize and track system enhancements and bug fixes through coordinated sprint cycles. Conduct User Acceptance Testing (UAT) and produce Release Notes for each platform release. Provide weekly guidance and coordination support to a network of five Regional Support Specialists (RSS). Collaborate with the Insight BI team to maintain dashboard functionality, resolve bugs, and ensure visibility of programme KPIs. Support user communications by drafting system updates, platform tips, and change management messages. Plan and facilitate Training-of-Trainers (ToT) and end-user capacity-building sessions across UNICEF offices and CSO partners. Contribute to the development and continual updating of user guides, quick tips, and job aids in collaboration with technical leads and business owners.
Terms of Reference / Key Deliverables
Work Assignment Overview/Deliverables and Outputs/Delivery deadline Kickoff with OSE/ICTD; orientation with business owners; rollout plans developed, and initial backlog of SG/Zendesk tickets resolved, including verification requests on UNPP; first user communication shared. Inception report — 15 December 2026 Liaise with ICTD on Datamart modernization efforts; provide user support to resolve current Datamart tickets or escalate to ICTD. Support KPIs reviewed with RSS and business owners — 15 December 2026 Progress Report Manage the quarterly sprint planning with ICTD; collaborate with Regional Support Specialists, Business Owners to organize the first ToT session — 15 December 2026 Progress Report Conduct UAT + release notes completed; Viva Engage communication sent; and support materials on Zendesk — 15 December 2026 Progress Report Support materials updated on Zendesk and Service Gateway; Engage weekly with the Insight BI team to fix bugs and deploy enhancements — 15 December 2026 Mid-year rollout stability review completed — 15 June 2026 Weekly Technical support and guidance provided to Regional Support Specialists — 15 December 2026 ToT session conducted; communications and release notes shared on Viva Engage; Service Gateway and Zendesk support materials updated — 14 August 2026 eTools and eWP BI Dashboards enhancement requests deployed, and fixes implemented — 15 December 2026 Final UAT conducted for year-end system release; communication shared, and release notes shared on Viva Engage, user support materials updated on Zendesk and Service Gateway — 15 December 2026 Final ToT held; user support kit updated; performance summary shared with OPSCU and other business owners. Knowledge transfer note finalized; end-of-contract wrap-up with business owners; sustainability and handover package submitted — 15 December 2026
Qualifications
Education: An advanced university degree (Master’s or higher) in Business Administration, International Development, Social Sciences, Engineering, or similar areas. *A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree
Knowledge/Expertise/Skills required: Professional Experience At least five (5) years of progressively responsible professional experience in global system deployment, with a proven track record of managing projects that involve diverse stakeholders across multiple regions. Demonstrated experience in user adoption strategies, rollout planning, and conducting both in-person and virtual training on digital solutions. Proven ability to support change management and capacity-building initiatives that enable effective uptake of corporate digital systems. 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, including those used in UNICEF (eTools, UNPP, PRP, RAM, Datamart, Insight dashboards, Work Planning systems). Experience in data systems integration, dashboard enhancement, and digital reporting solutions. 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. 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 copies of academic credentials. Financial proposal should include: Costs per deliverable and total lump-sum for the assignment (in USD). Travel costs and daily subsistence allowance, if applicable. Any other estimated costs: visa, health insurance, and living costs as applicable. Indicate availability. Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF. At the time of contract award, the selected candidate must have 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 of delays or substandard deliverables.
Other Information
U.S. Visa information: If the candidate and household members reside in the United States on a visa different from the G4 visa, the consultant and household members may need to change visa status to G4, and spouses may require an Employment Authorization Card (EAD) to work. Shortlisting Only shortlisted candidates will be contacted and advanced 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 accessible software, travel assistance, or personal attendants. We encourage disclosure of disability to request reasonable accommodation during the selection process and assignment. UNICEF has a zero-tolerance policy on conduct incompatible with UNICEF aims and adheres to strict child safeguarding principles. All selected candidates will undergo background checks, including verification of academic credentials and employment history. Remarks: Consultants are not staff members under UN/UNICEF rules and are not entitled to staff benefits. Conditions of service are governed by the contract and the General Conditions for the Services of Consultants. Consultants are responsible for taxes as applicable in their jurisdiction. The selected candidate must ensure visa and health insurance are valid for the contract period. Vaccination status against SARS-CoV-2 (COVID-19) may be required unless remote work applies. This does not apply to remote consultants who will not visit UNICEF premises or travel for the assignment. Remarks end.
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About UNICEF If you are a committed, creative professional and are passionate about making a lasting difference for children, UNICEF 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. UNICEF supports child health and nutrition, 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: Rollout and Adoption Lead Consultancy Duty Station: DAPM, Programme Implementation Unit Duration: 15 December 2025 – 15 December 2026 Home/ Office Based: Remote
Background
Purpose of Activity/Assignment: The consultant will ensure business continuity and user adoption of the corporate digital platforms of the Office of Evidence and System of UNICEF — eTools (ePD, PRP, FMM, FAM, Action Points, eWorkplanning) and the UN Partner Portal (UNPP) — which are critical for programme implementation and partnership management. This includes strengthening governance mechanisms, resolving system incidents, coordinating enhancements, leading rollout stability, and supporting country offices and partners through training, communication, and direct guidance. The consultant will collaborate closely with business owners, ICTD teams, and regional focal points to streamline user support and accelerate platform adoption globally.
Scope of Work
The consultant will work under the Programme Manager (P4) within the Organization Performance and System Unit (OPSU) and in close coordination with other Programme Effectiveness Team (PET) Units, Information, Communication, and Technology Division (ICTD), Regional Offices, Centers of Excellence, and Country Offices to deliver the following: Respond to user support tickets via Service Gateway and Zendesk, offering real-time troubleshooting for UNICEF staff, and its government and CSO partners. Work with ICTD and business owners to prioritize and track system enhancements and bug fixes through coordinated sprint cycles. Conduct User Acceptance Testing (UAT) and produce Release Notes for each platform release. Provide weekly guidance and coordination support to a network of five Regional Support Specialists (RSS). Collaborate with the Insight BI team to maintain dashboard functionality, resolve bugs, and ensure visibility of programme KPIs. Support user communications by drafting system updates, platform tips, and change management messages. Plan and facilitate Training-of-Trainers (ToT) and end-user capacity-building sessions across UNICEF offices and CSO partners. Contribute to the development and continual updating of user guides, quick tips, and job aids in collaboration with technical leads and business owners.
Terms of Reference / Key Deliverables
Work Assignment Overview/Deliverables and Outputs/Delivery deadline Kickoff with OSE/ICTD; orientation with business owners; rollout plans developed, and initial backlog of SG/Zendesk tickets resolved, including verification requests on UNPP; first user communication shared. Inception report — 15 December 2026 Liaise with ICTD on Datamart modernization efforts; provide user support to resolve current Datamart tickets or escalate to ICTD. Support KPIs reviewed with RSS and business owners — 15 December 2026 Progress Report Manage the quarterly sprint planning with ICTD; collaborate with Regional Support Specialists, Business Owners to organize the first ToT session — 15 December 2026 Progress Report Conduct UAT + release notes completed; Viva Engage communication sent; and support materials on Zendesk — 15 December 2026 Progress Report Support materials updated on Zendesk and Service Gateway; Engage weekly with the Insight BI team to fix bugs and deploy enhancements — 15 December 2026 Mid-year rollout stability review completed — 15 June 2026 Weekly Technical support and guidance provided to Regional Support Specialists — 15 December 2026 ToT session conducted; communications and release notes shared on Viva Engage; Service Gateway and Zendesk support materials updated — 14 August 2026 eTools and eWP BI Dashboards enhancement requests deployed, and fixes implemented — 15 December 2026 Final UAT conducted for year-end system release; communication shared, and release notes shared on Viva Engage, user support materials updated on Zendesk and Service Gateway — 15 December 2026 Final ToT held; user support kit updated; performance summary shared with OPSCU and other business owners. Knowledge transfer note finalized; end-of-contract wrap-up with business owners; sustainability and handover package submitted — 15 December 2026
Qualifications
Education: An advanced university degree (Master’s or higher) in Business Administration, International Development, Social Sciences, Engineering, or similar areas. *A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an Advanced University Degree
Knowledge/Expertise/Skills required: Professional Experience At least five (5) years of progressively responsible professional experience in global system deployment, with a proven track record of managing projects that involve diverse stakeholders across multiple regions. Demonstrated experience in user adoption strategies, rollout planning, and conducting both in-person and virtual training on digital solutions. Proven ability to support change management and capacity-building initiatives that enable effective uptake of corporate digital systems. 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, including those used in UNICEF (eTools, UNPP, PRP, RAM, Datamart, Insight dashboards, Work Planning systems). Experience in data systems integration, dashboard enhancement, and digital reporting solutions. 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. 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 copies of academic credentials. Financial proposal should include: Costs per deliverable and total lump-sum for the assignment (in USD). Travel costs and daily subsistence allowance, if applicable. Any other estimated costs: visa, health insurance, and living costs as applicable. Indicate availability. Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF. At the time of contract award, the selected candidate must have 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 of delays or substandard deliverables.
Other Information
U.S. Visa information: If the candidate and household members reside in the United States on a visa different from the G4 visa, the consultant and household members may need to change visa status to G4, and spouses may require an Employment Authorization Card (EAD) to work. Shortlisting Only shortlisted candidates will be contacted and advanced 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 accessible software, travel assistance, or personal attendants. We encourage disclosure of disability to request reasonable accommodation during the selection process and assignment. UNICEF has a zero-tolerance policy on conduct incompatible with UNICEF aims and adheres to strict child safeguarding principles. All selected candidates will undergo background checks, including verification of academic credentials and employment history. Remarks: Consultants are not staff members under UN/UNICEF rules and are not entitled to staff benefits. Conditions of service are governed by the contract and the General Conditions for the Services of Consultants. Consultants are responsible for taxes as applicable in their jurisdiction. The selected candidate must ensure visa and health insurance are valid for the contract period. Vaccination status against SARS-CoV-2 (COVID-19) may be required unless remote work applies. This does not apply to remote consultants who will not visit UNICEF premises or travel for the assignment. Remarks end.
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