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: 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 ownersTerms of Reference / Key Deliverables:
Work Assignment Overview/Deliverables and Outputs/Delivery deadline
1. 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
2. Liaise with ICTD on Datamart modernization efforts; Provide user support to resolve the current Datamart tickets or escalate to ICTD. Support KPIs reviewed with RSS and business owners
- Progress Report
15 December 2026
3. Manage the quarterly sprint planning with ICTD; Collaborate with Regional Support Specialists, Business Owners to organize the first ToT session.
- Progress Report
15 December 2026
4. Conduct UAT + release notes completed; Viva Engage Communication sent; and Support materials on Zendesk
- Progress Report
15 December 2026
5. Support materials updated on Zendesk and Service Gateway; Engage weekly with the inSight BI team to fix bugs and deploy enhancements
- Progress Report
15 December 2026
6. Mid-year rollout stability review completed
- Mid-year Report
15 June 2026
7. Weekly Technical support and guidance provided to Regional Support Specialists
- Mid year Report
15 December 2026
8. ToT session conducted; communications and release notes shared on Viva Engage; Service Gateway and Zendesk support materials updated.
- Progress Report
14 August 2026
9. eTools and eWP BI Dashboards enhancement requests deployed, and fixes implemented
- Progress Report
15 December 2026
10. 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
- Progress Report
15 December 2026
11. 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
- Final Report
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 experienceTechnical 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, 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 assetLanguages
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 assetRequirements:
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.
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