Application Support and Proactive User Assistance

UNESCO; Paris; On-site; EUR 45,000 - 78,000; Full time

Job summary

UNESCO is seeking an Applications Support and Proactive User Assistance Consultant to provide first-line support for Core Planner and Core Manager from Paris. The role focuses on access, navigation, and how-to questions, with escalation to Level 2/3 as needed, while contributing to proactive support and AI-readiness initiatives for 2027.

The contract is 6 months for external candidates. The incumbent will support critical cycles (C/5, EX/4) and work within the UNESCO DBS framework on a Service

Qualifications

• Experience in application support for enterprise systems.
• Ability to troubleshoot access/navigation issues and answer how-to questions.
• Good written and verbal communication in English; French a plus.

Responsibilities

• Provide first-line assistance to users of Core Planner and Core Manager, focusing on access, navigation and how-to queries.
• Follow tickets through to resolution in the Service Desk platform and keep users informed of progress.
• Triage and escalate issues that require Level 2/3 intervention with clear, complete information; follow up until closure.
• Provide reinforced support during key cycles (C/5 progress assessments, C/5 planning, data-entry periods, EX/4 reporting).
• Analyze ticket data to identify recurring Level 1 issues and report findings regularly to the Service Desk team.

Skills

First-line support

Ticketing

Communication

Problem solving

Education

University degree in information systems or related field

Tools

Service Desk software

AI-readiness tools

Job description

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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 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)
• Knowlegde sharing and continuous improvement (C)
• 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.

Long Description

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.

SELECTED DOCUMENTS

• an updated curriculum vitae
• a technical proposal including an approach and methodology for the assignment (1-2 pages)
• 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.

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.