Application Support and Proactive User Assistance
Organizational Context
UNESCO's Bureau for Digital Business Solutions (DBS) manages Core Planner and Core Manager, organization-wide platforms crucial for programme planning, implementation, monitoring, and reporting. To ensure seamless operations during critical organizational cycles, including C/5 planning and reporting, dedicated Level 1 support is vital. The recent implementation of a new Service Desk platform enhances efficiency by automating ticket management, allowing the support team to focus on issue resolution, problem analysis, and escalation. DBS is also exploring AI-enabled self-service solutions to further optimize support.
Job Purpose
This role provides essential first-line application support for UNESCO's Core Planner and Core Manager platforms, ensuring continuity during key planning, implementation, and reporting cycles. The primary objective is to prevent users from being blocked and to ensure that critical organizational deadlines are met. The position involves managing user inquiries via a Service Desk platform, analyzing recurring issues to identify root causes, and escalating complex problems to higher support levels. A key aspect of the role is the proactive shift from reactive ticket handling to proactive support, contributing to user adoption, and preparing for the integration of AI-enabled self-service solutions by 2027. This includes identifying suitable issues for AI support and contributing to the development of AI-readable documentation.
Responsibilities
Provide first-line assistance to users of Core Planner and Core Manager, addressing access, navigation, and 'how-to' queries. Manage and track support tickets through resolution within the Service Desk platform, ensuring users are kept informed of progress. Accurately triage and escalate issues requiring Level 2 or Level 3 intervention, providing comprehensive information and following up until closure. Offer enhanced support during critical organizational periods such as C/5 progress assessments, planning, data-entry periods, and EX/4 reporting. Analyze support ticket data to identify recurring Level 1 issues and their underlying causes, reporting findings regularly to the Service Desk and functional teams. Identify gaps in documentation and propose content for FAQs or quick guides to support knowledge management and AI readiness. Contribute to user adoption initiatives by providing targeted guidance to user groups during peak periods. Extend first-line support to other applications within the DBS IT portfolio as directed. Identify and catalogue recurring Level 1 questions suitable for AI-enabled self-service and contribute to structuring support content for the AI-readable documentation pilot. Validate AI-generated support responses for accuracy and document observations on the impact of AI on manual intervention and resolution times.
Work Experience
Requires proven experience in application support or service desk functions for enterprise business applications. Experience utilizing IT service management or ticketing tools is essential.
Skills
Familiarity with programme planning, monitoring, and reporting processes, including the UNESCO programming cycle (C/5, EX/4). Experience in analyzing support data to identify trends and root causes. Interest in or exposure to AI-enabled support and knowledge tools. Strong written and spoken communication skills, coupled with a service-oriented approach to user support.