Digital Communication Specialist (Web training support and user engagement Specialist), TA, P-3 (maternity backfill, 5.5 months)

This role can be performed remotely.

Under the guidance of the Head of Digital Governance and Platforms, the Web training support and user engagement Specialist (P-3) will oversee the delivery of training and technical support to 600+ internal users of UNICEF’s Drupal web content management system (CMS). In addition, the Specialist will collaborate closely with the Product Manager, supporting the platform strategy and the rollout of new features to the user base. The purpose of the role is to ensure all users are supported to use the Drupal CMS with effective and efficient training, prompt one-on-one support, instructional self-service resources and an engaging internal communication strategy.

Description of the assignment

Manage Drupal CMS user engagement function

·       Supervise one full-time and two part-time consultants, overseeing the Drupal training and technical support functions, and implementing user engagement initiatives with UNICEF’s 600+ globally distributed Drupal user base

·       Maintain oversight of communications between DOC and UNICEF’s Drupal user base, relating to the Drupal web platform

·       Stay abreast of key organisational communications priorities and ensure user base is aware of any implications or relevant considerations or guidance regarding Drupal

·       Provide ad hoc support to users/offices undertaking large web projects, providing guidance on page production strategy as it pertains to available Drupal functionality and features

• Support gathering of user feedback through training program and technical support function, identifying usability issues or enhancements that can feed into the Drupal web platform roadmap

• Surface need for and feed into any required Drupal user related policies or procedures

• Develop and disseminate communication products and other user-facing activities as required, ensuring CMS users are provided adequate guidance to adapt to, and adopt, new and existing platform functionality 

• Manage and coordinate any required activities to ensure Training and Support team’s knowledge is retained, as it relates to providing technical support and training to the Drupal user base (manage internal knowledge management resources, etc.)

 Support Drupal Platform strategy, and implement platform quality assurance measures, as they pertain to Drupal CMS users

• Contribute to unicef.org Drupal platform strategy; participate in platform roadmap working groups; provide feedback on design research and prototypes as required; highlight and source use cases as needed

• Ensure the needs of key user groups are represented in platform-related decision making; perform consultation with user groups where required; surface functional and/or usability issues through training and support functions that could be ameliorated with platform improvements/enhancements

• Facilitate implementation of new features; project manage feature rollouts to user base as required, coordinating communications and initiating and monitoring any user actions as needed

• Coordinate and execute all communications with Drupal user base in relation to deployments, CMS downtime and upcoming features/functionality to support effective and smooth introduction of new platform features

• Guide Drupal CMS users on best practices and quality assurance in using the platform, including sharing examples of high-quality work and providing access to data on quality assurance measures, utilising tools like SiteImprove.  

Oversee user training for global web platform/s

• Supervise the Web platform training and support consultant to design and deliver a global training program for users of UNICEF’s Drupal CMS

• Increase efficiency and scalability of CMS training program to meet expected annual demand for training (up to 200 users per year)

• Support Web platform training and support consultant to explore and implement new training methodologies, taking into consideration geographic distance, diversity of cultures and languages, and the nature of key user groups’ relationship to, and use of the Drupal platform

• Manage documentation on how to use platform, ensure user knowledge base is updated at introduction of features/functionalities and changes to best practice 

Oversee delivery of technical support to Drupal CMS user base

• Supervise two team members delivering first-level Drupal CMS technical support via a support helpdesk; support them to establish resolutions to user support requests

• Oversee the support function, ensuring the team’s adherence to agreed-upon support processes in partnership with the Product team

• Act as “Level 2” support, seeking out resolutions to support requests that are available within the team; escalate issues to “Level 3” support (Product team) as required

• Maintain extremely detailed technical knowledge of using UNICEF’s web platforms; remain up to date with   and support and promote adoption of newly introduced features and functionalities, including appropriate implementation  

Required  skills and experience:

• Undergraduate university degree in communication, digital communications, international communications and/or other closely related area; an additional 3 years of technically relevant working experience will be accepted in lieu of an undergraduate degree

• A minimum of 6 years of progressively responsible work in digital communications or another relevant professional field, with at least 2 years of experience partaking in the development or implementation of technology products; prior experience overseeing training and/or a technical support function in a digital communications or other technology-focused environment is highly regarded

• A minimum of 4 years of web content management experience and advanced skills in web content production are essential; advanced knowledge of web content standards (SEO, accessibility) and best practices in producing and publishing web content

• Knowledge and understanding of product development processes

• Excellent communications skills, online, written and in person

• Fluency in English is required; knowledge of another UN language is highly regarded

 The following skills and experience are preferred and highly regarded:

• Advanced knowledge of the following technical areas: enterprise level content management systems (Drupal based preferred), working knowledge of HTML/CSS and front-end content production

• Experience and familiarity with group and individual training methodologies and delivery, including producing e-courses and planning and delivering face to face and/or live online training sessions

• Experience with using support ticketing or tracking systems or processes

• Knowledge of United Nations or other international aid or NGOs is desirable

  For every Child, you demonstrate…

UNICEF’s values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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:

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

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