User Adoption Knowledge Management and AI-Readiness

JOB DETAILS

Type of contract : Consultant Contract

Level : Level 1 - Junior

Hiring Unit : Bureau for Digital Business Solutions (DBS)

Duty Station : Paris

Work location : On site

Duration of contract : 6 months

Hiring open to : External candidates

Application deadline (Midnight UTC+2 Time) : 27/10/2026

UNESCO Core Values: Commitment to the Organization, Integrity, Respect for Diversity, Professionalism

OVERVIEW

Core Planner, Core Manager, Core Data Portal, Core HR + are recently deployed, organization-wide platforms supporting UNESCO's programme planning, implementation, HR management, monitoring, reporting processes. They continue to evolve through UNESCO’s successive C/5 planning, implementation and reporting cycles. User guidance must therefore be maintained and updated after each major release and each new functionality. An extensive, functionally indexed user support library is available on the UNESCO Intranet and is routinely consulted by users before they contact the Service Desk, thereby preventing avoidable Level 1 tickets. The same methodology was applied in 2026 to support the launch of Core HR+.

With a growing pipeline of UNESCO80 initiatives, automation, AI and new digital solutions, DBS wishes to turn this capability into a DBS-wide function for user adoption and digital knowledge management. A key part of this evolution is preparing the DBS knowledge base for AI-enabled user support, a prerequisite for the AI agent pilot planned for 2027.

ASSIGNMENTS

To maintain and extend user documentation, launch communications and adoption support for DBS enterprise platforms, and to evolve this work into a standardized DBS-wide practice, while preparing an AI-ready knowledge base. The intended progression is: manual documentation → structured enterprise knowledge → AI-ready knowledge base → AI self-service → progressively reduced manual support demand.

A. User documentation and adoption (core)

• 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 functionality, including new reporting capabilities and advanced reports, in time for the C/5 cycles falling within the contract period.
• Prepare launch communications and in-application guidance associated with new releases, acting as the link between technical delivery and business adoption.
• Provide back-up Level 1 support during absence, peak demand and critical business cycles.

B. DBS-wide user adoption and knowledge management (evolution)

• Apply the established methodology to other DBS projects, as prioritized by DBS
• Develop standardized, reusable documentation templates, launch communication guidelines and adoption practices for new IT projects.
• Document the approach so that it can be sustained and reused after the assignment.

C. AI-readiness of the knowledge base (key evolution)

• Continue converting legacy documentation into AI-readable formats and develop new material according to AI-readiness criteria.
• Curate and structure the DBS knowledge base, using recurring Level 1 questions identified by the Level 1 support consultant to set priorities.
• Prepare and quality-check the content required for the AI agent pilot and, where it is under way within the contract period, support validation of AI-generated responses and work closely with technical teams.

CONTRACT DURATION

The assignment is expected to cover a period of 6 months, commencing on or around beguining of november 2026.

The services will be delivered on UNESCO premises, subject to operational requirements.

DELIVERABLES

Deliverables are phased to reflect the progressive evolution of the role over the six-month period. Dates and scope are to be aligned with the contract start date and the applications release calendar.

Targets to be agreed with the Service Desk team at the start of the assignment.

• Timeliness of documentation updates relative to each release.
• Coverage of new functionality by user documentation and launch communications.
• Share of the agreed knowledge-base scope converted to AI-ready format.
• Uptake of the standardized kit by other DBS projects.
• Trend in "how-to" ticket volumes, analysed jointly with the Level 1 support consultant.

COMPETENCIES - Core (C) & Managerial (M)

• Communication (C)
• Accountability (C)
• Innovation (C)
• Knowlegde sharing and continuous improvement (C)
• Planning and organizing (C)
• Results focus (C)
• Teamwork (C)

For detailed information, please consult the UNESCO Competency Framework.

REQUIRED QUALIFICATIONS

EDUCATION

• University degree in communications, information or knowledge management, IT, public administration or a related field, or equivalent professional experience.

WORK EXPERIENCE

• Proven experience producing user documentation, training or change-management materials for enterprise software.
• Ability to structure and curate content in a consistent, searchable way.
• Experience publishing and maintaining content on an intranet / SharePoint-type platform.

Long Description

SKILLS AND COMPETENCIES

• Reports to the Service Desk team and works in close coordination with the functional and development teams of the supported applications.
• Works in tandem with the Level 1 Application Support consultant, including mutual back-up during absence and peak demand.
• Status updates to the Service Desk team and a final report at the end of the assignment.
• 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.

LANGUAGES

• Fluency in English. French is a plus.

APPLICATION PROCESS

Please upload the following documents into one single PDF file:

1) an updated curriculum vitae

2) a technical proposal including an approach and methodology for the assignment (1-2 pages)

3) a financial proposal: The amount to be charged for the assignment period from 01 November 2026 to 30 April 2027, which should be quoted in US dollars or Euros as a monthly fee.

Long Description

SELECTION AND RECRUITMENT PROCESS

Please note that all candidates must complete an on-line application and provide complete and accurate information, by the above deadline.

To apply, please visit the UNESCO Careers website. No modifications can be made to the application once submitted.

The process may include pre-recorded video interviews and/or written assessments, interviews with a Panel, as well as reference checks. In addition, candidates may be requested to provide additional information which may be pertinent to the position’s qualifications.

Please note that all candidates, whether selected or not, will be informed of the outcome of their application in due course.

Short-listed candidates may also be added to Talent Pools; subject to their consent (i.e. Data Privacy Statement).

ADDITIONAL INFORMATION

• UNESCO recalls that paramount consideration in the appointment of personnel shall be the necessity of securing the highest standards of efficiency, technical competence and integrity.
• UNESCO applies a zero-tolerance policy against all forms of harassment.
• lndividuals from minority groups and indigenous groups and persons with disabilities are equally encouraged to apply.
• All applications will be treated with the highest level of confidentiality.
• UNESCO does not charge a fee at any stage of the hiring process.