Systems Helpdesk and Rollout, OSE -OPCS Florence, Italy & remote with travel, 12 months, # 595838

Overview

Provide first- and second-line user support and rollout capacity for a portfolio of corporate systems, including resolving user requests, maintaining guidance, and supporting releases and rollouts.

Key Responsibilities

• Resolve and route user requests received through Service Gateway.
• Maintain user-facing guidance.
• Support each release and rollout with communications, onboarding and training.
• Monitor adoption.
• Refer anything requiring code changes or product decisions to the project manager or product owner.

Required Experience

• At least five (5) years of professional experience in user support, service desk or application support for enterprise systems, combined with rollout, onboarding or training delivery for a geographically distributed user base.
• Demonstrated experience triaging and resolving user requests within an IT service management environment and escalating defects to technical teams.
• Demonstrated experience producing user guidance and delivering webinars, clinics or training sessions, and tracking adoption across offices.
• Familiarity with UNICEF’s country programme cycle, partnership management processes, and programme effectiveness frameworks.

Qualifications

Master’s degree in Information Systems, Software Development, Business Administration, International Development, Social Sciences, or related discipline

Other Details