User Adoption Knowledge Management and AI-Readiness
Organizational Context
UNESCO's Bureau for Digital Business Solutions (DBS) is deploying organization-wide platforms like Core Planner, Core Manager, Core Data Portal, and Core HR+. These platforms support programme planning, HR management, and reporting, evolving with planning cycles. To ensure user adoption, a comprehensive, indexed user support library is maintained on the intranet, reducing support tickets. With numerous digital initiatives, DBS aims to establish user adoption and digital knowledge management as a core function, preparing its knowledge base for AI-enabled support.
Job Purpose
The role focuses on maintaining and enhancing user documentation, communications, and adoption support for DBS enterprise platforms. This includes updating the user support library for Core Planner, Core Manager, Core Data Portal, and Core HR+ after each release and developing new guidance for upcoming functionalities. The position involves preparing launch communications and in-application guidance, acting as a liaison between technical delivery and business adoption. Additionally, the role provides back-up Level 1 support during peak periods. A key evolution is preparing the DBS knowledge base for AI-enabled user support, a prerequisite for an AI agent pilot, by converting legacy documentation into AI-readable formats and structuring content for AI readiness.
Responsibilities
Maintain and update the user support library for Core Planner, Core Manager, Core Data Portal, and Core HR+ following each release. Develop new guidance for new functionalities, including reporting capabilities, in time for C/5 cycles. Prepare launch communications and in-application guidance for new releases, bridging technical delivery and business adoption. Provide back-up Level 1 support during absences, peak demand, and critical business cycles. Apply established methodologies to other DBS projects as prioritized. Develop standardized, reusable documentation templates, launch communication guidelines, and adoption practices for new IT projects. Document the approach for sustainability and reuse. Convert legacy documentation into AI-readable formats and develop new material according to AI-readiness criteria. Curate and structure the DBS knowledge base, prioritizing based on recurring Level 1 support questions. Prepare and quality-check content for the AI agent pilot and support validation of AI-generated responses.
Work Experience
Proven experience producing user documentation, training, or change-management materials for enterprise software. Ability to structure and curate content consistently and searchably. Experience publishing and maintaining content on an intranet or SharePoint-type platform.
Skills
Familiarity with structuring content for AI use (structured content, metadata, AI-readiness criteria). Experience supporting multiple product launches with a standardized approach. Familiarity with UNESCO programme planning, monitoring, and reporting processes. Excellent written communication skills. Ability to work in close coordination with functional and development teams. Capacity for mutual back-up during absence and peak demand.