Consultancy Recruitment – Service Delivery (Digital Solutions) – 6 months – New York
Apply now
Job no: 544272
Contract type: Consultancy
Level: Consultancy
Location: United States
Categories: Planning
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, Health
In recent years UNICEF has been increasing the volume of Humanitarian Cash Transfers (HCT) delivered to achieve its programmatic objectives with more than 81 million children reached in 2020 through this assistance modality.
With HCT gaining a prominent role in UNICEF assistance, the organization started to require a reference information management solution for household and individuals’ data to ensure adequate quality standard across its programmes and ensure consistent data protection standard and financial risk mitigation measures. These requirements led to the development of the Humanitarian cash Operations and Programme Ecosystem (HOPE) between 2019 and 2021.
Humanitarian cash Operations and Programme Ecosystem – HOPE is UNICEF’s humanitarian cash transfer management information system. HOPE can (i) collect beneficiary data, (ii) associate data with cash programmes, (iii) create target population (iv) manage payment lists (v) send them to Financial Service Providers (FSP), (vi) reconcile payments, (vii) triangulate payment verification information directly from beneficiaries , (viii) handle grievances and feedback, as well as reporting. HOPE is flexible and can use either UNICEF collected beneficiary data using KoBo Collect, or data collected by other partners including UN agencies and governments. HOPE development was led by the Office of Emergency Programmes (EMOPS) with technical support from Information and Communication Technology Division (ICTD) and the Division of Administration, Finance and Management (DFAM).
EMOPS is looking for a Service Delivery Manager profile to lead on HOPE user support needs in coordination with relevant colleagues in EMOPS, DFAM, ICTD and GSSC.
How can you make a difference?
Scope of Work:
Main Responsibility and Expected Results
-
HOPE Maintenance and Support
-
Provide oversight to Service Gateway colleagues for Level 1 support across the various HOPE solutions (KoboToolbox, KoboCollect, HOPE, CashAssist, RapidPro)
-
Directly provide Level 2 support to HOPE users
-
Reinforce Service Gateway capacity to provide level 2 support
-
Monitor service gateway performance as single point of entry for HOPE support and identify corrective measures
-
Identify bottlenecks in user support and propose relevant solutions
-
Coordinate with Service Delivery Manager at UNHCR over streamlining UNICEF CashAssist support
-
Coordinate with UNICEF relevant divisions (ICTD, DFAM, EMOPS, GSSC) to organize a smooth user support experience for HOPE
-
Maintain overview of HOPE support budget model and inform proactively the HOPE team leader about forthcoming issues.
-
HOPE Team support
-
Support the interdivisional HOPE team by tracking progress of agreed actions and performing secretariat function in the HOPE weekly team meeting.
-
Administrative support on contract, invoice and partnership documents for HOPE partners
-
Support remotely or in person HOPE deployments in field offices.
Work Assignment Overview
|
Establish a functioning work relationship with General Support Service Centre colleagues |
Updated user support process flows between EMOPS, ICTD, GSSC |
1st Month |
|
Provide Level 2 support to HOPE users
|
100% of level 2 support requests processed in a timely manner |
Ongoing |
|
Identify bottlenecks in user support and propose relevant solutions
|
HOPE Support enhancement report |
3rd month |
|
Administrative support on contract, invoice and partnership documents for HOPE partners
|
100% of Invoices and partnership documents paid and current |
Ongoing |
|
Support the interdivisional HOPE team by tracking progress of agreed actions and performing secretariat function in the HOPE weekly team meeting.
|
100% of meeting notes organized and actions points tracked |
Ongoing |
To qualify as an advocate for every child you will have…
Minimum Qualifications required:
Bachelors Masters PhD Other, Relevant degree in Product Design, Business Analytics, Business Management or other relevant subject.
Knowledge/Expertise/Skills required:
-
At least five (5) years of demonstrated knowledge and experience in the design and development of management information systems.
-
Demonstrated knowledge and experience in the coordination and oversight of user support models for digital solutions.
-
Proficient use of process visualization and business analysis tools (e.g.: Visio).
-
Proficient understanding and use of Azure DevOps, Microsoft Dynamics, ODK, KoboToolbox, RapidPro and SharePoint.
-
Knowledge of SAP UNICEF ERP Vision.
-
Knowledge and understanding of Data systems architecture.
-
Experience in handling user support across integrated software solutions.
-
Experience in the use and design of Management Information System for HCT programmes is highly 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.
The UNICEF competencies required for this post are…
[insert competencies]
To view our competency framework, please visit here.
Click here to learn more about UNICEF’s values and competencies.
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.
Individuals engaged under a consultancy or individual contract 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 and Individual Contractors. Consultants and individual contractors 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.
Advertised: Eastern Daylight Time
Deadline: Eastern Daylight Time
Back to search results Apply now
To help us track our recruitment effort, please specify on the application form/indicate in your cover letter where (ngotenders.net) you saw this job posting.

Share this:
|
More