Junior Application Support & Proactive User Help

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

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