System Optimization Consultant, Business Innovation and Support (BIS), UNICEF GSSC, Budapest, Hungary, Budapest, hybrid, with possible travel, # 596634
Organizational Context
UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential. At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.
Job Purpose
The purpose of this consultancy is to provide expert business analysis and system development support to the Business Innovation and Support (BIS) section for Global Shared Services Centre (GSSC) services on ServiceNow and SAP. The consultant will also focus on building BIS's capacity to sustain this work independently. This involves assessing current service processes, system configurations, controls, service levels, and client experiences, and benchmarking them against industry best practices. The role aims to identify inefficiencies and risks, recommend improvements, and translate business intelligence requirements into technical tasks and solutions, prioritizing out-of-the-box functionalities to minimize custom development.
Responsibilities
The consultant will independently assess the current state of each service's processes, system configuration, controls, service levels, and client experience. They will benchmark each service against recognized industry and GBS practices and maturity models, identifying gaps, inefficiencies, risks, and root causes supported by evidence and data. Specific recommendations for improvements to processes, system configuration, automation, service management, and operating models will be provided. The consultant will gather business intelligence requirements across GSSC service domains (recruitment and HR, individual consultants, travel, and finance) and translate them into technical tasks, data requirements, and mock-ups. They will identify ready-made ServiceNow and SAP solutions, including automation, self-service, and AI-assisted handling, designing solutions that avoid custom development where possible. The role includes strengthening BIS's business analysis and system development practice through requirements gathering, functional and technical specifications, user stories, configuration and code review, and cross-platform testing. A prioritized roadmap of system and business intelligence improvements with business cases will be developed, and benefits will be tracked against baselines. Knowledge transfer to BIS staff will be facilitated through hands-on coaching, joint delivery, documentation, and training.
Work Experience
A minimum of five years of professional experience in business analysis, system development, and process optimization, with a strong focus on ServiceNow and SAP platforms. Experience in gathering business intelligence requirements and translating them into technical solutions is essential.
Skills
Business Analysis, System Development, Process Optimization, ServiceNow, SAP, Business Intelligence, Requirements Gathering, Technical Specifications, User Stories, Automation, AI-assisted Handling, Knowledge Transfer