Consultancy: Web platform support and content production (part-time, 11.5 months, remote-based), GCA, NYHQ

Contract

This is a Consultancy contract. More about Consultancy contracts.

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, hope

The Digital Strategy Section (DSS) within the Division of Communication comprises Web Editorial, Social Media News and Campaigns, Digital Governance and Platforms teams working together to create compelling public-facing content and to provide digital services within the organization. Through multiple platforms and in multiple languages, the Digital Strategy Section draws attention to the many facets of UNICEF’s work, encouraging public support, participation and action, as well as ensuring greater transparency and accountability. Web stories, blog posts, photo essays, Facebook posts, Twitter campaigns, and videos for distribution via UNICEF.org, YouTube, news media and other outlets and platforms are all a part of our digital storytelling.

The Digital Strategy Section is also responsible for the build, management and maintenance of global website properties, as well as providing support to Country and Regional (field) Offices to maximise their use of global web platforms in their communications activities. This role is instrumental in ensuring our large and globally distributed user base has access to web platforms and is supported to use these platforms to publish high quality content that is critical to their communications work.

How can you make a difference?

The Digital Strategy Section seeks a part-time contractor to help provide the highest quality technical support to 600+ internal users of UNICEF’s Drupal-based web platform and Content Management System (CMS). This contractor will also be required to occasionally assist with web content production of a very high quality and perform testing of new features on the web platform.

The successful candidate will become a “super user” on UNICEF’s Drupal unicef.org web platform, responsible for providing technical support - via a ‘support desk’ - to internal users of our 100+ global and field office websites within this platform.

This candidate will also be called upon ad hoc to complete very high-quality content production on UNICEF’s Global site and others. The successful candidate should be capable of, and prepared to, adhere to and advise users on the highest standards of content production including accessibility, page layout, proper implementation of the Drupal CMS functionality, localisation of content, best practice SEO techniques and implementing UNICEF’s digital content strategy as it relates to our web properties in terms of both content and technical production.

In addition, candidates should be aware that this role will support colleagues across all time zones. However, the ability to work within East Coast USA office hours is a requirement.

Expected results: (measurable results)

• Provide level 1 technical platform support to internal users via the Drupal Support Helpdesk daily, responding quickly and with a high level of accuracy and adherence to UNICEF’s web standards and other industry best practices;
• Track, respond to and escalate support issues as required in line with established support workflow;
• Support workflows for user training program, including requesting user access, distributing training resources, responding to questions and checking off training milestones;
• 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 standards of use;
• Guide users on best practices in web content production; assist users in selecting best method/s of utilising platform functionality to achieve their objectives;
• Make updates to learning resources, and internal team’s knowledge base/wiki, as required; maintain a suite of standard responses to optimise delivery of technical support;
• Make very high quality production updates to unicef.org content as required, including formatting text, placing video, optimizing images and other media; work with Web Editorial team and Design team to build web pages to a high standard in line with UNICEF’s style guide and maintaining brand standards;
• Perform testing on new platform features as required; troubleshoot and properly route platform issues for resolution by the Web Development team;

• Perform quality assurance checks on websites and highly visible campaign pages around campaign and site launches, and alongside the introduction of new platform features;

  Responsibilities:

• Provide level 1 technical platform support to internal users via the Drupal Support Helpdesk daily, responding quickly and with a high level of accuracy and adherence to UNICEF’s web standards and other industry best practices;

• Track, respond to and escalate support issues as required in line with established support workflow;
• Support workflows for user training program, including requesting user access, distributing training resources, responding to questions and checking off training milestones;
• 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 standards of use;
• Guide users on best practices in web content production; assist users in selecting best method/s of utilising platform functionality to achieve their objectives;
• Make updates to learning resources, and internal team’s knowledge base/wiki, as required; maintain a suite of standard responses to optimise delivery of technical support;
• Make very high quality production updates to unicef.org content as required, including formatting text, placing video, optimizing images and other media; work with Web Editorial team and Design team to build web pages to a high standard in line with UNICEF’s style guide and maintaining brand standards;
• Perform testing on new platform features as required; troubleshoot and properly route platform issues for resolution by the Web Development team;
• Perform quality assurance checks on websites and highly visible campaign pages around campaign and site launches, and alongside the introduction of new platform features.

Estimated Start date: Mid-October 2022 Estimated End date: End September 2023

Deliverables

Duration

(Estimated 142 days)

Deadline

Provide level 1 technical platform support to internal users via the Digital Support Helpdesk; track, respond to and escalate requests as appropriate.

Ongoing

30 Sep 2023

Support workflows of self-paced user training program; make updates to learning resources as required

Ongoing

30 Sep 2023

Make production updates to unicef.org; perform testing on new platform features

Ongoing, as required

30 Sep 2023

Total

11.5 months

To qualify as an advocate for every child you will have…

• Bachelor’s degree in communication, digital communications, international communications and/or other closely related area;
• A minimum of 3 years of web content management experience is absolutely required; experience with Drupal CMS will be highly regarded and should be specified in your application;
• Expert level knowledge of web content production best practices, including knowledge of accessibility standards;
• Prior experience providing technical support via a helpdesk is highly regarded and should be highlighted in your application;
• Excellent written communication skills are essential, particularly in regard to clearly communicating highly technical information for a non-technical audience; written communication skills should be demonstrated in a cover letter to accompany the application (applications without cover letters will not be considered)
• Fluency in English is required; knowledge of another official UN language (i.e Arabic, Chinese, French, Russian or Spanish) will be highly regarded;
• Availability to work within East Coast USA office hours. Please specify hours of availability in your application.

For every Child, you demonstrate…

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

Functional Competencies:

Formulating Strategies and Concepts [I]

Relating and Networking [I]

Persuading and Influencing [I]

Applying Technical Expertise [I]

Entrepreneurial Thinking [I]

To view our competency framework, please visit here.

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 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:

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

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.

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.

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.

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. At the time the contract is awarded, the selected candidate must have in place current health insurance coverage