Application Support and Proactive User Assistance

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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

Duration of contract : 6 months

Hiring open to : External candidates

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.

• 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 elevate 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.

Period (indicative)

Months 1–2

Uninterrupted Level 1 support during the current C/5 cycles. Level 1 reactivity is 8-24 working hours. Baseline of Level 1 ticket categories and volumes.

Months 3–4

First recurring-issue analysis report with recommendations. List of candidate FAQ and knowledge items handed over to the knowledge management consultant.

Months 5–6

Catalogue of recurring Level 1 questions suitable for AI self-service. Validation input to the AI pilot, to the extent scheduled in the period. End‑of‑assignment report with recommendations on the Level 1 capacity required going forward.

Performance indicators

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