Senior Knowledge Management Associate

At the heart of UNICEF's work is the program countries. Each office works in line with UNICEF's mission as part of a specific program of cooperation with local governments. Their work is based on a five-year plan based on a situation analysis and is provided with technical assistance by the regional offices. UNICEF's work is part of other UN activities in the country.

UNICEF Global Shared Services Centre (GSSC):

Established in 2016, the UNICEF Global Shared Services Centre (GSSC) has become an essential service provider for UNICEF offices globally. By adopting best practices from shared service centers, UNICEF is expanding the GSSC's role to consolidate transactional and common activities into a unified, globally integrated business services unit. This unit is based on principles of consolidated technologies, embedded analytics, end-to-end process optimization, global process ownership, and integration.

The GSSC is committed to advancing business process improvement and innovation, including developing new business solutions through process redesign and optimization, system integration, workflow digitization, and the adoption of cutting-edge technologies like robotic process automation, artificial intelligence, and advanced data analytics. The center maintains a strong focus on enhancing processes and services.

Purpose of the Assignment
To ensure that knowledge assets supporting key operational services (Recruitment Administrative Services (RAS), Individual Consultancy Services (ICS), Travel, Remote Support are accurate, accessible, and integrated into existing knowledge systems. The role will support both the maintenance of existing materials and the creation of new content in collaboration with technical counterparts. This work must be completed in time to meet the rollout timeline of the services as agreed with regional and divisional stakeholders.

Within the delegated authority and under the supervision of the Support Section. The Senior Knowledge Management Associate will perform the following tasks:

1. Knowledge Asset Management
• Review and update existing service-related knowledge materials (e.g., process guides, FAQs, service descriptions) for RAS, ICC, Travel, and Remote Support.
• Ensure alignment with current workflows, policies, and system changes.
• Integrate updated materials into the Service Gateway KM Library and other relevant platforms.

2. Content Development & Coordination
• Where documentation is missing or outdated, coordinate the creation of new materials in collaboration with knowledge focal points and technical leads.
• Ensure content is user-friendly, consistent in tone and format, and meets Knowledge Management(KM) standards.
3. System Integration & Maintenance
• Tag and categorize content appropriately for searchability and relevance.
• Monitor usage and feedback to identify gaps or improvement areas.
• Support automation efforts such as expiry tracking and version control.

4. Stakeholder Engagement
• Liaise with service owners and technical counterparts to validate content and ensure accuracy.
• Collaborate with KM focal points and the Business Innovation Support (BIS) knowledge management team, providing guidance on KM best practices and supporting the onboarding of new contributors.
• Participate in KM network activities to share updates and gather input.
• Attendance at the regular project team meetings is required to understand the evolving timelines and needs of the new services. For example, the new services rollout project team weekly meetings are Mondays at 2pm. This meeting brings together the technical leads for RAS, ICS, Travel, BIS customer care, BIS systems and tools, BIS knowledge products, Global Learning Centre (GLC), Communications, Quality Assurance, Data, Operations budget, People & Culture workforce readiness, and Change Management. Participation in service-specific meetings as needed is also expected.

Results/expected outputs

• Updated and validated knowledge materials for all four service areas
• New content developed where gaps exist
• Materials integrated into existing KM systems with appropriate metadata
• Summary report of updates and recommendations for ongoing maintenance