TeamOne Knowledge Management Consultant

UNICEF works in over 190 countries and territories to save children's lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.

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.

UNICEF is a place where careers are built. We offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture., coupled with an attractive compensation and benefits package.

Visit our website to learn more about what we do at UNICEF.

For every child, a digital future
How can you make a difference?
UNICEF has established TeamOne as a global mechanism to provide digital support to country offices. TeamOne brings together digital advisors from across the organization in one virtual team to serve as a Global Digital Advisory Service. TeamOne also serves as a platform for continuous upskilling, thought leadership and knowledge management. As part of the TeamOne mechanism, a digital platform was implemented to gather, track and manage digital support requests, primarily from country offices. This digital platform is currently in pilot phase, with an aim to test its effectiveness for TeamOne, as well as gather initial sets of TeamOne requests to test its collaboration processes and ways of working.

The TeamOne KM consultant will manage CO requests on the platform, as well as develop knowledge assets, insights and learnings on priority knowledge areas and platform usage. The consultant will develop regular reports on key KPIs related to the system, work with request owners to ensure completion and collect feedback on completed requests. In doing so, the consultant will work closely with communications, community engagement teams, as well as TeamOne Principal Digital Advisors, to share back lessons and incentivize platform use and appropriate knowledge capture. In addition, the TeamOne KM consultant will track and promote the adoption and use of the knowledge assets created.

Scope Of Work

• Track and manage requests: Track and create recurring reports/updates on key request statistics/KPIs. Follow-up with individual request owners to ensure timely completion in TeamOne digital support system.
• Ensure appropriate knowledge capture in TeamOne requests on TeamOne digital platform: Review request resolution to ensure knowledge is appropriately documented on the platform to be used for future (AI-enabled) search queries.
• Develop knowledge assets for priority areas: Identify trends and areas of recurring requests. Co-create knowledge assets (such as FAQs, guidance documents, case studies, etc.). Knowledge assets will be developed in collaboration and under the thematic leadership and quality assurance of the TeamOne Principal Digital Advisors or other subject matter experts.
• Promote adoption and use of knowledge assets: Promote the use and adoption of knowledge assets including by sharing across all TeamOne channels, monitoring uptake, hosting promotional events (Webinars) etc.
• Gather and document feedback: Gather TeamOne feedback from requestors and share with TeamOne management (board). Identify actionable recommendations to improve user experience and TeamOne ways of working (including processes, platforms).
• Alignment with UNICEF TAHub: Align TeamOne processes, KPIs and feedback mechanisms with CoE Technical Assistance Hub (in development).

Work Assignments Overview
Deliverables/Outputs
Delivery Deadline
Stocktake of TeamOne requests, follow-up to ensure accuracy and development of key KPIs for tracking Up to date information on all current requests gathered / all cases updated with most recent information. KPI Dashboard and approach for reporting/measurement frequency developed. 30 November 2025 Trend analysis and knowledge capture Responses for all requests reviewed and gaps in knowledge capture identified and closed through follow-ups with ticket owners. Key trends and knowledge gaps identified, including through stakeholder interviews with at least 3 Principal Digital Advisors (one per area) and digital advisors. 31 December 2025 Request Owner orientation Package & Onboarding Support Develop an onboarding/orientation kit (incl. e.g. slide deck, short video, FAQ) for request owners to help them understand how to properly document and close requests with good knowledge capture practices. Track adherence. 31 January 2026 Knowledge Management 3 priority knowledge assets (like FAQs, guidance documents, stories) developed and published on SharePoint, with quality assurance from Principal Digital Advisors. Creative formats for knowledge capture and sharing developed and institutionalized (e.g. "Did you know?" etc). Adoption and use of new knowledge assets promoted on TeamOne channels (and/or through Webinar). 28 February 2026 TeamOne Feedback Management Feedback from at least 5 TeamOne requests gathered and documented, e.g. through interviews or testimonial/ stories for SharePoint site/ ICTD Newsletter. TeamOne approach for gathering and sharing CO feedback developed and communicated/ established. 31 March 2026 Knowledge Asset Strategy and Sustainability Plan

Develop a knowledge asset lifecycle strategy (creation, QA, dissemination, refresh/archive) to ensure assets stay relevant and are regularly updated. Include roles/responsibilities (e.g. Principal DAs, contributors), update cycles, and archiving triggers.

30 April 2026 TeamOne Trend Analysis Conduct trend analysis of TeamOne requests to identify priority areas of demand, priority areas for thought leadership and knowledge gaps. Develop recommendations for Principal DAs (and other TeamOne stakeholders) to implement. 31 May 2026 Taxonomy and Metadata Framework for Knowledge Assets Define and implement a standard taxonomy and metadata tagging system for all TeamOne knowledge assets to ensure consistent tagging and optimized AI-searchability. 30 June 2026 Recurring request and insights management All requests consistently tracked, analysed, assigned and KPIs/insights shared with key stakeholders, including TeamOne board (monthly) and Principal Digital Advisors (bi-weekly). 31 July 2026 Knowledge Management 3 additional priority knowledge assets (like FAQs, guidance documents, stories) developed and published on SharePoint, with quality assurance from Principal Digital Advisors. Adoption and use of new knowledge assets promoted on TeamOne channels (and/or through Webinar). 31 August 2026 Final Knowledge Management Review & Handover Package Conduct a final review of all knowledge management activities, tools, and assets developed during the consultancy. Package guidance, templates, onboarding materials, taxonomy frameworks, and knowledge strategy into a handover kit. Include final recommendations for institutionalization, and present to TeamOne Board. 30 September 2026

To qualify as an advocate for every child you will have…
Minimum Requirements
Education:
Master's degree in International Development, Economics, Business, Information Management, Media and Communications, or related field

Work Experience

• 5 years of relevant professional experience.
• Experience working in the UN is beneficial but not required
• Experience in developing actionable knowledge products/assets (ideally using key UNICEF tools and platforms such as SharePoint) is required
• Experience with case management and related platforms (such as Service Now or Salesforce) is considered an asset
• Key personal attributes: Self-starter, strategic mindset, results- and data-oriented, collaborative
• Fluency in English is a requirement, and one additional UN language is an asset.

Financial Proposal
Please indicate your ability, availability and your overall rate – or rate per deliverable (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a rate will not be considered.
For every Child, you demonstrate...
UNICEF's Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

The UNICEF Competencies Required For This Post Are…

• Builds and maintains partnerships
• Demonstrates self-awareness and ethical awareness
• Drive to achieve results for impact
• Innovates and embraces change
• Manages ambiguity and complexity
• Thinks and acts strategically
• Works collaboratively with others

Familiarize yourself with our competency framework and its different levels.

UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.

UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

UNICEF appointments are subject to medical clearance.  Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.

Remarks
As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.

UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. For this position, eligible and suitable
female applicants
are encouraged to apply.

Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants' bank account information.

Humanitarian action is a cross-cutting priority within UNICEF's Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.

Additional information about working for UNICEF can be found here.