Application Support and Proactive User Assistance

JOB DETAILS

Type of contract : Consultant Contract

Level :  Level 1 - Junior

Hiring Unit : Bureau for Digital Business Solutions (DBS)

Duty Station : Paris

Work location : On site

Duration of contract : 6 months

Hiring open to : External candidates

Application deadline (Midnight UTC+2 Time) : 27/10/2026

UNESCO Core Values: Commitment to the Organization, Integrity, Respect for Diversity, Professionalism

OVERVIEW

Core Planner and Core Manager are recently deployed, organization-wide platforms supporting UNESCO's programme planning, implementation, monitoring and reporting processes. Dedicated Level 1 support is essential during key organizational cycles, including C/5 planning and implementation, regular programme data-entry periods, progress assessments and the preparation of EX/4 Implementation Reports, so that users are not blocked and corporate deadlines can be met.

A new Service Desk platform now automates ticket registration, notification, routing and follow-up. This allows first-line support to concentrate on resolving user issues, analysing recurring problems and escalating genuine system issues. Over the coming period, DBS also intends to progressively reduce manual Level 1 intervention through AI-enabled self-service, based on an AI-readable support and help documentation pilot planned for 2027.

ASSIGNMENTS

To ensure continuity of first-line application support for Core Planner and Core Manager through the upcoming planning, implementation and reporting cycles, while progressively shifting the emphasis of the role from reactive ticket handling towards proactive support, recurring-issue analysis and preparation for AI-enabled self-service.

A. Level 1 user support (core)

• Provide first-line assistance to users of Core Planner and Core Manager, mainly on access, navigation and "how-to" questions.
• Follow tickets through to resolution in the Service Desk platform, keeping users informed of progress.
• Triage and escalate issues requiring Level 2 or Level 3 intervention, with clear and complete information, and follow up until closure.
• Provide reinforced support during key cycles (C/5 progress assessments, C/5 planning, data-entry periods, EX/4 reporting) as applicable during the contract period.

B. Proactive support and issue analysis (evolution)

• Analyse ticket data to identify recurring Level 1 issues and their causes, and report findings regularly to the Service Desk team and the functional teams.
• Flag documentation gaps and propose FAQ or quick-guide content to the Knowledge Management and AI-Readiness consultant, so that recurring questions are prevented rather than repeatedly answered.
• Contribute to user adoption efforts, such as targeted guidance to user groups during peak data-entry periods.
• As directed by the Service Desk team, extend first-line support to other applications of the broader DBS IT portfolio.

C. Preparation for AI-enabled support (2027 pilot)

• Identify and catalogue the recurring Level 1 questions best suited to AI-enabled self-service.
• Contribute to structuring support content for the AI-readable documentation pilot.
• Where the pilot is under way within the contract period, validate AI-generated support responses for accuracy and document observations on the achievable reduction in manual Level 1 intervention and Level 1 resolution time.

CONTRACT DURATION

The assignment is expected to cover a period of 6 months, commencing on or around beguining of november 2026.

The services will be delivered on UNESCO premises, subject to operational requirements.

DELIVERABLES

Deliverables are phased to reflect the progressive evolution of the role over the six-month period. Dates and scope are to be aligned with the contract start date and the applications release calendar.

Targets to be agreed with the Service Desk team at the start of the assignment.

• Level 1 resolution time and share of tickets resolved at Level 1 without escalation.
• Quality and completeness of escalations to Level 2 and Level 3.
• User feedback on support received during key cycles.
• Timely delivery of analysis reports and the Level 1 question catalogue.

COMPETENCIES - Core (C) & Managerial (M)

• Communication (C)
• Accountability (C)
• Innovation (C)
• Knowlegde sharing and continuous improvement (C)
• Planning and organizing (C)
• Results focus (C)
• Teamwork (C)

For detailed information, please consult the UNESCO Competency Framework.

REQUIRED QUALIFICATIONS

EDUCATION 

• University degree in information systems, IT, public administration or a related field, or equivalent professional experience.

WORK EXPERIENCE

• Proven experience in application support or service desk functions for enterprise business applications.
• Experience with IT service management / ticketing tools.

SKILLS AND COMPETENCIES

• Familiarity with programme planning, monitoring and reporting processes and with the UNESCO programming cycle (C/5, EX/4).
• Experience analysing support data to identify trends and root causes.
• Interest in, or exposure to, AI-enabled support and knowledge tools.
• Reports to the Service Desk team and works in close coordination with the functional and development teams of the supported applications.
• Works in tandem with the User Adoption, Knowledge Management and AI-Readiness consultant, including mutual back-up during absence and peak demand.
• Strong written and spoken communication skills and a service-oriented approach to users.

LANGUAGES

• Fluency in English. French is a plus.

APPLICATION PROCESS

Please upload the following documents into one single PDF file:

1) an updated curriculum vitae

2) a technical proposal including an approach and methodology for the assignment (1-2 pages)

3) a financial proposal: The amount to be charged for the assignment period from 01 November 2026 to  30 April 2027, which should be quoted in US dollars or Euros as a monthly fee.

SELECTION AND RECRUITMENT PROCESS

Please note that all candidates must complete an on-line application and provide complete and accurate information, by the above deadline.

To apply, please visit the UNESCO Careers website. No modifications can be made to the application once submitted. 

The process may include pre-recorded video interviews and/or written assessments, interviews with a Panel, as well as reference checks. In addition, candidates may be requested to provide additional information which may be pertinent to the position’s qualifications.  

Please note that all candidates, whether selected or not, will be informed of the outcome of their application in due course. 

Short-listed candidates may also be added to Talent Pools; subject to their consent (i.e. Data Privacy Statement).

ADDITIONAL INFORMATION

• UNESCO recalls that paramount consideration in the appointment of personnel shall be the necessity of securing the highest standards of efficiency, technical competence and integrity.
• UNESCO applies a zero-tolerance policy against all forms of harassment.
• lndividuals from minority groups and indigenous groups and persons with disabilities are equally encouraged to apply.
• All applications will be treated with the highest level of confidentiality.
• UNESCO does not charge a fee at any stage of the hiring process.