Role OverviewThe Rome Common Services Center (CSC) will be newly established following the relocation of several UNICEF HQ Divisions to Rome, where they will be co‐located with WFP HQ. The Rome CSC will play a critical role in delivering operational support to all UNICEF Divisions based in Rome and coordinating closely with WFP on the services provided to UNICEF.Under the supervision of the ICT Officer (P2), who manages customer services in the Rome CSC, the incumbent will ensure the seamless and efficient use of technology in planning, executing, and evaluating events and meetings. This role is vital for maximizing engagement, streamlining operations, managing content effectively, and minimizing technical disruptions.Responsibilities
Technical Support and Logistics Coordination
Provide on‐demand technical assistance for hardware, software, network connectivity, and audio‐visual (AV) equipment to prevent downtime and resolve issues in real time for internal and external meeting support.Manage the technological aspects of event logistics, such as digital floor plans, check‐in systems (QR codes, RFID), and communication systems among staff and attendees.Implement technologies like live streaming, virtual platforms, and live captioning to make events and meetings accessible to a broader and potentially global audience and accommodate diverse needs.Handle service calls and escalations.Ensure the smooth and secure daily operation of all ICT systems and applications, including productivity tools such as Microsoft 365, SharePoint, Teams, etc.
Operational Efficiency
Automate routine tasks such as registration, ticketing, and scheduling using event‐management software to reduce manual workload and human error.Support the identification of opportunities to automate tasks and streamline processes using tools like AI, PowerShell, or Power Platform.Support ICT asset inventory tracking (Asset Counter).Provide end‐user training and support.Coordinate with the WFP‐TEC team for Level 3 support.
Content Management and Enhanced Engagement
Assist with the development, management, and display of digital content, including presentations, videos, and on‐demand session recordings.Utilize technology (mobile event apps, live polling, Q&A sessions, AR/VR) to support the creation of interactive and immersive experiences for attendees, whether in‐person or virtual.
Security and Maintenance
Ensure all applications and data are secure and compliant with relevant policies and rules.Perform regular maintenance and updates on all applications and platforms.
Data Analytics
Support the collection and analysis of data on attendee behavior, session popularity, and feedback to measure event success and inform future planning and strategies.
QualificationsEducation
Completion of secondary education is required.Professional and/or university/professional courses related to System Engineering, Computer Science, Programming or equivalent specialized training is an asset.ITIL Foundation Certificate or equivalent customer support certification is an asset.
Experience
A minimum of 6 years of professional experience in IT Support or IT Customer Service and related enterprise systems environment is required.Experience assisting users on IT/Business products and services and use of applications and diagnostic tools is required.Experience with live event support, managing related tasks such as content flow on the day of the event, coordinating AV teams, and handling last‐minute speaker changes is required.Experience with enterprise content management (ECM), content management systems (CMS), event management systems, and virtual/hybrid event platforms is an asset.Experience in post‐event evaluation with analysis of audience feedback and session performance to improve future events is an asset.Strong analytical and problem‐solving skills are essential.Good knowledge of Microsoft suite such as MS365, MS SharePoint, MS Teams, MS Copilot, etc. is an asset.
Language Requirements
Fluency in English is required.Knowledge of another official UN language (Arabic, Chinese, French, Russian, or Spanish) or a local language is an asset.
Competencies
Nurtures, Leads and Manages PeopleDemonstrates Self‐Awareness and Ethical AwarenessWorks Collaboratively with OthersBuilds and Maintains PartnershipsInnovates and Embraces ChangeThinks and Acts StrategicallyDrives to Achieve Impactful ResultsManages Ambiguity and Complexity
Equal Opportunity EmployerUNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic background, 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.#J-18808-Ljbffr