The Digital Strategy Section (DSS) within the Division of Communication comprises Web, Social Media and Multimedia teams working together to create compelling public-facing content and to provide digital services within the organization. Through multiple platforms and in multiple languages, DSS draws attention to the many facets of UNICEF’s work, encouraging public support, participation and action, as well as ensuring greater transparency and accountability.
Web stories, blog entries, photo essays, Facebook posts, Twitter campaigns, and videos for distribution via UNICEF.org, YouTube, news media and other outlets and platforms – all are a part of our digital storytelling. By measuring and testing our efforts, we also use data to inform content and engagement choices.
DSS seeks to hire a Training and Support Lead to oversee the ongoing technical support and training needs for the unicef.org ecosystem at HQ, regional and country office websites and blogs.
Purpose of the position:
UNICEF has engaged in a multiyear Digital Transformation Project which includes among the main deliverables a change of the current publishing platform both for websites and blogs. In parallel, UNICEF’s core digital team continues with the work needed to maintain the current publishing platform daily, and to provide digital support around digital flagship publications, as well as other key communication initiatives with a digital component.
The Training and Support Lead will oversee the timely response to support requests and training programmes for web users of the unicef.org ecosystem – including sites hosted within UNICEF’s corporate Content Management System (CMS) (OpenText/Red Dot) and its blogging platform (WordPress). He or she will be the focal point for users across UNICEF’s offices. In addition, the Training and Support Lead will partner with the Digital Transformation Project (DTP) team to provide strategic guidance and implement the training and support aspects of new digital platforms. This will include advocating for user’s needs, and leading and executing the creation of a training curriculum and implementation plan for global, regional, and country sites.
Main responsibilities:
Oversight
- Participate in coordination meetings with members of the web team and other teams, sections and divisions
- Work closely with project managers, content producers, and developers
- Manage training schedule
- Manage the support queue
- Manage additional training/support personnel
- Work with content producers to support the page production for users, and monitor active sites to ensure all products meet minimum standards of quality
- Active participant in UNICEF Digital Labs team to foster user engagement in the growing Community of Practice
- Lead on the creation of training curriculum for the new platform (DTP)
- Coordinate with IT in aspects of the corporate CMS (maintenance, testing, upgrades) that pertain to users and the platform availability
- Coordinate with Technical Leads in CMS usability, training and support aspects related to the transition to the new platform
Maintain support and training statistics (at global, regional and country levels):
- Provide regular reports on project status, and usage statistics
- Keep inventory (and audit) of current web assets
- Keep inventory (and audit) of current web users
- Develop surveys and develop other accountability measures
- Manage CMS system users
Maintain a productive working relationship with internal and external teams
Technical
- Maintain expert knowledge of each functioning CMS platform (currently OpenText/RedDot and WordPress) with the expectation to learn the new platform as it becomes available
- Act as site “super admin” in the corporate CMS and blog platforms, managing user accounts
- Create new training procedures and requirements in coordination with UNICEF’s growing Digital Labs initiative
- Iterate and improve training and support procedures and materials as needed to best accommodate user needs
- Oversee compliance in coordination with UNICEF’s digital governance
- Troubleshoot CMS issues and properly route technical requests.
- Provide production support to Country Offices and HQ users
- Support roll out of platform templates (both corporate CMS and blog platform)
- Support the Digital Transformation Project on technical assessments and guidance
- Perform other duties as may be assigned
Minimum qualifications:
- Advanced university degree in digital communication, design or technology, or other fields related to this position. A first-level university degree in combination with qualifying experience may be accepted in lieu of an advanced degree
- Minimum 5 years of progressively responsible professional web support work experience at the national and international levels. United Nations experience is highly desirable
- Experience working with web developers and content creators
- HTML and CSS background
- Knowledge or background with support ticketing or tracking systems
- Knowledge of web content standards (SEO, accessibility)
- Expert knowledge of OpenText/RedDot (preference for experience in UNICEF’s implementation) and WordPress
- Experience organizing and implementing training programmes on an enterprise level CMS (OpenText/RedDot a plus)
- Be an expert in leading a team through the creation of a new website
- Experience with and/or desire to work in a non-profit or international organization preferred
- Self-motivated and results oriented
- Detail oriented and possess strong organizational skills
- Proven ability to deliver under tight deadlines
- Working knowledge of English, knowledge of another UN official language is a plus
- Proven ability to work as part of a team
Core values and competencies:
- Core values (required): Commitment; diversity and inclusion; integrity
- Core competencies (required): Communication [ III ]; working with people [ II ]; drive for results [ II ]
- Functional competencies (required): Leading and supervising [ I ]; formulating strategies and concepts [ II ]; relating and networking [ II ]; persuading and influencing [ II ]; applying technical expertise [ III ]; entrepreneurial thinking [ II ]; technical knowledge [ II ]
Duration:
The contract duration is 364 days (temporary appointment/TA).
How to apply:
Closing date is 15 March 2016.
Applications should be sent to: digitalstrategy@unicef.org. When sending to this mailbox, please ensure that the subject title is Temporary appointment: Training and Support Lead. Applicants MUST submit their resume and cover letter, along with a signed and dated (not typed) UNICEF P-11.
The Personal History Form (P11) in MS Word format can be downloaded from our website at http://www.unicef.org/about/employ/files/P11.doc.
Please note that only candidates who are under serious consideration will be contacted.
In the selection of its staff, UNICEF is committed to gender balance and diversity without distinction as to race, sex or religion, and without discrimination of persons with disabilities: well qualified candidates are strongly encouraged to apply.
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