Team One Knowledge Management Consultant - ICTD Digital Centre of Excellence at UNICEF

Scope of Work:

• Track and manage requests: Track and create recurring reports/updates on key request statistics/KPIs. Follow-up with individual request owners to ensure timely completion in TeamOne digital support system.
• Ensure appropriate knowledge capture in TeamOne requests on TeamOne digital platform: Review request resolution to ensure knowledge is appropriately documented on the platform to be used for future (AI-enabled) search queries.
• Develop knowledge assets for priority areas: Identify trends and areas of recurring requests. Co-create knowledge assets (such as FAQs, guidance documents, case studies, etc.). Knowledge assets will be developed in collaboration and under the thematic leadership and quality assurance of the TeamOne Principal Digital Advisors or other subject matter experts.
• Promote adoption and use of knowledge assets: Promote the use and adoption of knowledge assets including by sharing across all TeamOne channels, monitoring uptake, hosting promotional events (Webinars) etc.
• Gather and document feedback: Gather TeamOne feedback from requestors and share with TeamOne management (board). Identify actionable recommendations to improve user experience and TeamOne ways of working (including processes, platforms).
• Alignment with UNICEF TAHub: Align TeamOne processes, KPIs and feedback mechanisms with CoE Technical Assistance Hub (in development).

Minimum requirements:

Education: Master's degree in International Development, Economics, Business, Information Management, Media and Communications, or related field

Work Experience:

• 5 years of relevant professional experience. 
• Experience working in the UN is beneficial but not required
• Experience in developing actionable knowledge products/assets (ideally using key UNICEF tools and platforms such as SharePoint) is required
• Experience with case management and related platforms (such as Service Now or Salesforce) is considered an asset
• Key personal attributes: Self-starter, strategic mindset, results- and data-oriented, collaborative
• Fluency in English is a requirement, and one additional UN language is an asset.