Digital Knowledge Manager

Organizational Context

The World Health Organization (WHO) is the United Nations' directing and coordinating authority for public health, dedicated to promoting health, ensuring safety, and serving the vulnerable. The organization is implementing Meeting and Travel Services (MTS) to streamline coordination, travel arrangements, expense management, and policy compliance. The MTS Business Support Team ensures the system's effective daily operation, provides user support, and drives process improvements within this framework.

Job Purpose

This assignment supports the World Health Organization's Meeting and Travel Services (MTS) by ensuring efficient technical writing, knowledge management, and training for newly deployed systems. The role is crucial for the MTS Business Support Team, which manages the day-to-day functioning of the MTS, offers user assistance, and contributes to ongoing process enhancements. The incumbent will develop and maintain knowledge resources and training materials, manage knowledge platforms, and design and deliver training sessions to facilitate user adoption and system effectiveness.

Responsibilities

The incumbent will develop and maintain knowledge resources and training materials for the WHO Meeting and Travel systems. Key responsibilities include: Knowledge Management: Creating, organizing, and updating user documentation such as FAQs, manuals, and guides for the Meeting and Travel systems, ensuring content is accessible and meets business needs. Knowledge Systems: Managing and enhancing knowledge platforms (e.g., SharePoint, Intranet), standardizing documentation formats, and promoting best practices for knowledge sharing. Training Development: Designing and producing training materials, including videos, presentations, and e-learning modules, for the Meeting and Travel systems, tools, and processes. Training Delivery: Conducting onboarding sessions, workshops, and training (both in-person and virtual) for various user roles. Continuous Improvement: Reviewing existing training and knowledge resources, identifying gaps, and gathering user feedback to improve their effectiveness and relevance. Adoption Support: Promoting a learning culture, tracking training completion, and supporting the adoption of new systems and updates.

Work Experience

A minimum of three years of relevant experience is required. Experience in IT, Computer Science, Education, or a related field is necessary. Knowledge of UN system procedures is advantageous. Desirable experience includes working within the WHO or another UN agency, proficiency in technical writing, knowledge management, documentation, and training tools, experience delivering training, familiarity with relevant IT systems, and strong organizational and communication skills.

Skills

Competencies include integrity, respect for diversity, professionalism, accountability, planning, organization, communication, teamwork, adaptability, flexibility, creativity, innovation, and self-management. Expertise areas include Administration, Information Technology, and Facility Management. Excellent written and verbal communication skills, strong organizational and project management abilities, and the capacity to simplify complex technical concepts are essential.

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