Consultancy: SharePoint Online/Office 365 User Support/Documentation Analyst, ICTD New York

Contract

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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, a connected world

The Information and Communication Technology Division (ICTD) of UNICEF covers the development, implementation and management of innovative, effective and secure IT integrated business solutions and technology infrastructure in support of the Organization’s strategic objectives.

How can you make a difference?

UNICEF is currently undertaking a large-scale migration and redevelopment of its knowledge management solutions into Microsoft technologies. We currently require a SharePoint Online User Support Analyst to assist with SharePoint adoption globally within UNICEF, and provide support to power user, site owners, and end-user on SharePoint applications/site usage and customization requirements. The SharePoint User Support Analyst will also be expected to produce end user documentation and training materials. The SharePoint User Support Analyst should possess a broad knowledge of Microsoft SharePoint Online integrated solutions.

Key Deliverables:

• Assist UNICEF business users to use the features of UNICEF’s SharePoint Online based collaboration and publishing sites that address specific business needs.
• Provide coaching and mentoring to business users as required on an ad-hoc and informal basis.
• Assist SharePoint power users with a proactive customer support focus ensuring staff can effectively leverage solutions and follow best practices.
• Assist SharePoint site owners with their customization requirements and site administration responsibilities.
• Respond to SharePoint related service calls received through Global Help Desk.
• Maintain and help prioritize the issues list, enhancement list and knowledge-based list on tips and best practices.
• Produce end user materials, i.e. job aids, best practices, techniques, tips, solution recipes, FAQs, and online simulations for the online SharePoint Collaboration Centre covering site building.
• Provide proactive training and coaching to staff during site building exercises and in more formal sessions (in person or online) to increase adoption and use of best practices.
• Provide testing assistance following the development of new features and functionality for the standard collaborative team sites or 3rd party apps.

Skills and Qualifications:

• University degree, preferably in technical field with 5+ years of IT experience.
• 4+ years MS SharePoint, with good hands-on experience of SharePoint Online/Office 365/Modern Site Templates; ability to work with core SharePoint features and O365 tools/3rd party tools such as MS Teams, ShareGate, etc.
• 2+ years of experience providing technical user support; able to manage incident resolution process from initial call through resolution.
• 2+ years developing end user documentation and training materials and/or training curriculum for web based applications.
• Knowledge of HTML, CSS, JavaScript/JQuery, XML, SharePoint Designer, MS Flow desirable.
• Candidate must be self-motivated, demonstrate very strong initiative, and be able to prioritize and self-direct work.
• Strong troubleshooting and overall problem solving skills.
• Excellent communication skills, written and verbal.
• Strong interpersonal skills.
• Ability to work with a team as well as independently

Language Requirements: Fluency in English is required. Additional UN languages will be considered an asset.

This consultancy will be on-site for a period of 11.5 months.

The consultant will be based at New York Headquarters. The consultant will begin this assignment working remotely due to COVID-19, and will report to work in person once NYHQ offices are reopened in the coming months.

Eligible candidates must be either US citizen, Permanent Resident, or holder of a valid G-4 visa.

Evaluation Method:

Each applicant will be evaluated based on the cumulative analysis methodology (weighted scoring method), where the award of the contract will be made to the individual consultant or vendor whose offer has been evaluated and determined as:

• Responsive/compliant/acceptable; and
• Having received the highest score out of a pre-determined set of technical skills and financial proposal specific to the solicitation.

Technical Criteria weight: [70%]

Financial Criteria weight: [30%].

Please indicate your ability, availability and daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered.

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, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

Due to the high volume of applicants, only shortlisted candidates will be contacted and advance to the next stage of the selection process.