Consultant Volunteer Learning Service-desk Support

Consultant

Contract

This is a International Consultant contract. More about International Consultant contracts.

Background

Background

The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. We work with partners to integrate qualified, highly motivated and well supported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is active in around 130 countries every year. With field presences in over 80 countries, UNV is represented worldwide. UNV is administered by the United Nations Development Programme (UNDP). UNV is headquartered in Bonn, Germany, with a field presence through 6 regional offices and 50+ field units.

Organisational setting

The Capacity Development Team (CDT) in the Human Resources Section (HRS) leads the design and delivery of learning programs and services for UN Volunteers serving with the UN system globally. As part of their assignment, UN Volunteers can access learning programmes and services which include an online learning platform (UNV e-Campus), onboarding portal, mandatory UN and UNV e-courses and access to online learning content from LinkedIn Learning, Rosetta Stone, Coursera and UNITAR. individual coaching. Workshops and face-to-face trainings are regularly offered to specific target audiences in virtual and onsite formats. UN Volunteers also benefit from individual coaching opportunities. In support of its UN partners, donors and other stakeholders CDT also delivers capacity development and learning programmes tailored to specific initiatives.

As part of the services provided to UN Volunteers, the volunteer learning service desk makes use of Salesforce – a cloud-based CRM application – as the primary point of engagement for query resolution with registered users on e-Campus, service providers, Volunteer Service Center and ICT helpdesk. In doing so, the service is responsible for monitoring and reporting incidents, addressing user requests and questions, and providing a communications channel between other service management functions and the user community. Some examples include troubleshooting problems and providing guidance on e-Campus registration, eligibility and enrolment for UNV learning programmes, certification, and technical issues related to courses and platform. The service desk plays an active role in capturing and documenting information on trends and query types which support reports and resolution of root causes.

Duties and Responsibilities

Objectives, responsibility and description of work

The consultant will contribute to the work of the Capacity Development team in the Human Resources Section by team by processing and responding to requests for support from serving UN Volunteers using UNV’s CRM (Salesforce). The main tasks include: 1) Salesforce queue management: reviewing cases, drafting responses, categorizing, and reassigning/escalating cases for resolution within established KPI 2) Collaborating with service providers to resolve volunteer queries 3) Monitoring and reporting recurring issues, trends and data including root cause analysis and solutions 4) Enrolling UN Volunteers for UNV online learning programmes (e.g. Rosetta Stone, Coursera, Unitar, and coaching) 5) Updating e-Campus FAQ, volunteer community page, and chatbot with up-to-date information.

The consultant will be briefed on the learning programmes and services available for UN Volunteers serving with UN agencies globally. They will work remotely (home-based) under the supervision of the Learning Specialist in the CD team. And be a full member of capacity development team and work as part of the broader Human Resources Section.

Scope of work

Specific deliverables include the following.

No

Activity

Deliverable

Working days

Due date

1

Manage Salesforce queue

Reviewing cases, drafting responses, categorizing, and reassigning/escalating cases for resolution within established KPI.

76

30 April 2022

2

Collaborate to resolve technical issues

Collaborating with service providers and UNV sections to resolve volunteer queries.

24

30 April 2022

3

Facilitate UN Volunteer enrollment in UNV learning programmes

Enrolling UN Volunteers for UNV online learning programmes (e.g. Rosetta Stone, Coursera, Unitar, and coaching) every week.

24

30 April 2022

4

Monitoring and reporting incidents and solutions

Monitoring and reporting recurring issues, trends and data including root cause analysis and solutions.

6

15 April 2022

5

Content creation and knowledge sharing

Updating e-Campus FAQ, volunteer community page, and chatbot with up-to-date information.

10

24 Dec 2021

15 April 2022

Institutional arrangements

• The Consultant will work in the Human Resources Section which is part of UNV Headquarters Management Services Division located in UNV Headquarters.
• The Consultant will perform tasks remotely (home-based).
• The Consultant will be provided access to relevant software/systems.
• The Consultant could work for a maximum of 140 days. Payment will be based on the actual percentage of work completed against established deliverables, as invoiced by the consultant.

Duration of work

The duration of this assignment is 12 months. The expected start date is 1 May 2021.

Duty station

The assignment will be home-based.

Competencies

Client Orientation - Contributing to positive outcomes for the client

• Anticipates client needs;
• Works towards creating an enabling environment for a smooth relationship between the clients and service provider;
• Demonstrates understanding of client’s perspective.

Job Knowledge/Technical Expertise - In-depth knowledge of the subject-matter

• Understands more advanced aspects of primary area of specialization as well as the fundamental concepts of related disciplines;
• Keeps abreast of new developments in area of professional discipline and job knowledge and seeks to develop him/herself professionally;
• Strong drafting, presentation and reporting skills;
• Excellent written communication skills.

Promoting Organizational Learning and Knowledge Sharing - Developing tools and mechanisms

• Makes the case for innovative ideas documenting successes and building them into the design of new approaches;
• Identifies new approaches and strategies that promote the use of tools and mechanisms

Required Skills and Experience

Education

Completed secondary education.

Experience

• Minimum 1-year work experience in providing remote, software-based client service or support.
• Prior experience and proficiency in using Salesforce or similar CRM or client support software.
• Demonstrated experience in working in development or humanitarian environments such as with the United Nations, International organizations, NGOs or similar entities.
• Prior experience in using virtual collaboration tools such as Zoom, MS Teams, and understanding of massive open online course providers / learning platforms such as LinkedIn Learning, Coursera or similar platforms is an advantage.

Language requirement:

Fluency in written and spoken English is a requirement. Fluency in French or Spanish is an advantage.

Criteria for Selection of the Best offer

The selection of the best offer will be based on the combined scoring method – where the qualifications and methodology will be weighted – 70% and combined with the price offer which will be weighted 30%. UNV may conduct interviews with the shortlisted candidates prior to final evaluation.

Key selection criteria are:

Criteria

Weight

Techmical

70%

• Experience in using Salesforce or similar CRM or client support software for remote client service or support

20%

• Experience in working with an international development and humanitarian environments

20%

• English writing skills

20%

• Experience in using virtual collaboration tools and learning platforms

10%

Financial

30%

Total

100%

Application procedure:

Applicants have to provide a technical and financial proposal.

Qualified candidates must apply online via the UNDP Jobshop. Interested candidates are advised to carefully review these terms of reference and ensure that they meet the requirements and qualifications described above.

The technical proposal shall consist of:

• Motivation Letter describing their interest in the assignment and why they are the most suitable for the work;
• Latest personal CV , including experience in similar projects and at least three references

Financial Proposal

• Letter to UNDP Confirming Interest and Availability-please fill in the attached form https://popp.undp.org/_layouts/15/WopiFrame.aspx?sourcedoc=/UNDP_POPP_DOCUMENT_LIBRARY/Public/PSU_%20Individual%20Contract_Offerors%20Letter%20to%20UNDP%20Confirming%20Interest%20and%20Availability.docx&action=default); The financial proposal shall consist of an all-inclusive lump sum in USD for the whole duration of the contract period (140 days - please see detailed in Scope of Work) and shall include the daily consultancy fee.

  The lump-sum/contract price is fixed regardless of subsequent changes in the cost components.

If an Offeror is employed by an organization/company/institution, and he/she expects his/her employer to charge a management fee in the process of releasing him/her to UNV under Reimbursable Loan Agreement (RLA), the Offeror must indicate at this point and ensure that all such costs are duly incorporated in the financial proposal submitted to UNV

How to Submit the Application:

To submit your application online, please follow the steps below:

• Merge your Cover Letter, CV and Letter to UNDP Confirming Interest and Availability (including the financial proposal) into a single file. The system does not allow for more than one attachment to be uploaded;
• Click on the Job Title (job vacancy announcement);
• Click “Apply Now” button, fill in the necessary information on the first page, and then click “Submit Application;”
• Upload your application/single file as indicated above with the merged documents (underlined above);
• You will receive an automatic response to your email confirming receipt of your application by the system.

Queries should be sent to procurement@unv.org, clearly marking: 37378 - Consultant Salesforce Service Desk Support in the subject.

Terms and conditions, as well as contract samples, can be found at this link.

Due to the large number of applications we receive, we are only able to inform the successful candidates about the outcome or status of the selection process.

Please make sure you provide all the requested materials:

• Incomplete applications will not be considered****.
• Applications sent by email will not be considered.
• Applications without the fully completed Confirmation of Interest Form, including financial costs will not be considered.

Apply now

Added 3 years ago - Updated 3 years ago - Source: jobs.undp.org