Application Support and Proactive User Assistance

Provide first-line application support for Core Planner and Core Manager platforms, ensuring user assistance during key organizational cycles. Shift focus from reactive ticket handling to proactive support, issue analysis, and preparation for AI-enabled self-service.

Responsibilities

• Provide first-line assistance to users of Core Planner and Core Manager, mainly on access, navigation and "how-to" questions.
• Follow tickets through to resolution in the Service Desk platform, keeping users informed of progress.
• Triage and escalate issues requiring Level 2 or Level 3 intervention, with clear and complete information, and follow up until closure.
• Provide reinforced support during key cycles (C/5 progress assessments, C/5 planning, data-entry periods, EX/4 reporting) as applicable during the contract period.
• Analyse ticket data to identify recurring Level 1 issues and their causes, and report findings regularly to the Service Desk team and the functional teams.
• Flag documentation gaps and propose FAQ or quick-guide content to the Knowledge Management and AI-Readiness consultant, so that recurring questions are prevented rather than repeatedly answered.
• Contribute to user adoption efforts, such as targeted guidance to user groups during peak data-entry periods.
• Extend first-line support to other applications of the broader DBS IT portfolio as directed by the Service Desk team.
• Identify and catalogue the recurring Level 1 questions best suited to AI-enabled self-service.
• Contribute to structuring support content for the AI-readable documentation pilot.
• Validate AI-generated support responses for accuracy and document observations on the achievable reduction in manual Level 1 intervention and Level 1 resolution time where the pilot is under way within the contract period.

Requirements

• University degree in information systems, IT, public administration or a related field, or equivalent professional experience.
• Proven experience in application support or service desk functions for enterprise business applications.
• Experience with IT service management / ticketing tools.
• Familiarity with programme planning, monitoring and reporting processes and with the UNESCO programming cycle (C/5, EX/4).
• Experience analysing 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 and a service-oriented approach to users.
• Fluency in English. French is a plus.

Skills

• Application Support
• Service Desk Functions
• Business Enterprise Applications
• IT Service Management
• Ticketing Systems
• Programme Planning
• Monitoring and Reporting
• UNESCO Programming Cycle
• Support Data Analysis
• Root Cause Analysis
• AI-enabled Support Tools
• Knowledge Management
• Written Communication
• Spoken Communication
• User Assistance

Languages

English, French