Digital Impact Specialist

UNICEF works to promote the rights and wellbeing of every child, with a particular focus on reaching the most disadvantaged and excluded children and families. UNICEF supports national partners and communities through programmes, advocacy, technical assistance, systems strengthening, innovation, and operational support to help children survive, develop, learn, and reach their full potential. In Jordan, UNICEF works with government institutions, civil society, UN partners, communities, and other stakeholders to support children, adolescents, young people, and families across key programme and operational areas. Technology and digital solutions play an important role in enabling effective programme delivery, business continuity, staff productivity, data-informed decision-making, and efficient office operations.

This United Nations Volunteers assignment is part of UNICEF Jordan’s Digital Impact- ICT function, which supports the office through ICT service delivery, end-user support, Microsoft 365 and digital workplace services, cloud-based systems, conferencing support, automation, data reporting, knowledge management, and adoption of digital tools. The assignment will contribute to strengthening the ICT section’s capacity to provide responsive technical support to staff and office users while also supporting the adoption of modern digital workplace tools. The UN Volunteer will support helpdesk operations, user assistance, Microsoft 365 and SharePoint services, cloud and systems support, Power Platform automation, Power BI reporting, documentation, training, and digital adoption initiatives. The role combines hands-on ICT support with digital workplace enablement. It is intended to improve service quality, reduce downtime, support staff productivity, strengthen knowledge sharing, and contribute to more efficient internal processes through practical digital solutions. Additional Information: National UN Specialist Volunteers in Jordan are entitled to: - Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,145.08; - Annual and learning leaves; - Free Medical and life insurance; - Free access to different learning platforms. For more information on UN Volunteer benefits, entitlements and support, please visit: https://www.unv.org/volunteer-your-country-conditions-service

Under the direct supervision of the Head of ICT / ICT Specialist the UN Volunteer will support the ICT/Digital Impact section in the following areas: A. ICT Helpdesk and End-User Support - Provide first- and second-level ICT support to staff and office users, ensuring timely, professional, and client-oriented handling of ICT service requests. - Coordinate the resolution and escalation of technical issues, ensuring proper follow-up with users, ICT colleagues, vendors, or relevant support channels until closure. - Support users in resolving issues related to ICT equipment, standard applications, connectivity, collaboration tools, and digital workplace services. - Contribute to improving ICT helpdesk services by identifying recurring issues, service gaps, user pain points, and opportunities to strengthen support processes. - Maintain accurate records of support requests, resolutions, recurring issues, pending actions, and lessons learned. - Support ICT onboarding and orientation for staff by providing practical guidance on ICT procedures, digital tools, collaboration platforms, and available support channels. - Provide regular feedback to the ICT supervisor on service trends, recurring technical issues, risks, and recommended improvements. B. Microsoft 365, SharePoint and Digital Workplace Support - Support the administration, adoption, and effective use of Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and related collaboration platforms. - Provide technical and functional support for SharePoint sites, lists, document libraries, permissions, internal trackers, and digital collaboration spaces. - Assist in designing, improving, and maintaining internal digital workplace platforms that support collaboration, information sharing, service delivery, and operational efficiency. - Support Microsoft Teams collaboration spaces, channels, meeting practices, file sharing, and digital workspace organization. - Contribute to the standardization and improvement of internal digital workspaces, ensuring that tools are practical, user-friendly, and aligned with office needs. - Advise users and teams on the practical use of Microsoft 365 and digital workplace tools to improve productivity, reduce manual work, and enhance collaboration. C. Cloud, Azure/Entra ID and Systems Support - Support user access, account-related issues, device readiness, group memberships, and basic Azure/Entra ID-related tasks in coordination with the ICT team. - Assist with cloud-based systems and corporate platforms used by the office, including access support, testing, issue tracking, and user feedback. - Support basic system administration tasks related to Microsoft 365, cloud applications, Adobe Admin, and other approved corporate platforms, as assigned. - Assist in maintaining reliable access to ICT systems, digital services, and cloud-based tools to support business continuity and staff productivity. - Support quality assurance and user acceptance testing for internal ICT systems and digital platforms before wider rollout. - Document system-related issues, configuration notes, user feedback, and recommended improvements to support continuity and knowledge transfer. D. Power Platform, Automation and Digital Solutions - Support the design, development, testing, improvement, and maintenance of Power Apps, Power Automate workflows, digital forms, and internal process automation tools. - Work with ICT colleagues and business owners to understand operational needs and translate them into practical digital solutions that improve efficiency and service delivery. - Contribute to the enhancement of existing digital tools by collecting user feedback, identifying bugs, documenting change requests, and supporting solution improvements. - Support internal workflow automation initiatives that reduce manual effort, improve tracking, and enhance service quality. - Document solution logic, workflows, user instructions, known issues, and recommendations to ensure continuity, knowledge transfer, and easier maintenance. - Contribute to digital innovation and process improvement initiatives by identifying opportunities where automation or digital tools can improve office operations. E. Power BI, Data Analysis and Reporting Support - Support the development and maintenance of Power BI dashboards, reports, and data visualizations for operational, management, and service monitoring purposes. - Assist with data preparation, dashboard testing, access support, refresh checks, and identification of data quality or reporting issues. - Support teams in using dashboards and reports for operational monitoring, analysis, and data-informed decision-making. - Provide technical guidance to users on how to interpret and use dashboards, reports, and data visualizations effectively. - Assist with the analysis and visualization of operational, programme, service, or management data, as required. - Support the use of approved AI, Copilot, or related productivity tools where they contribute to data analysis, reporting, knowledge management, or improved office efficiency. G. Conferencing, Audiovisual and Meeting Support - Provide technical support for virtual, hybrid, and in-person meetings, workshops, and events. - Support the preparation, testing, live operation, and follow-up of conferencing and audiovisual technologies. - Assist with Microsoft Teams, Zoom, WebEx, and other approved conferencing platforms, as required. - Coordinate meeting room technology readiness to ensure smooth and professional meeting delivery. - Troubleshoot conferencing and audiovisual issues and coordinate with ICT colleagues, vendors, or service providers when needed. - Document recurring meeting support issues and recommend practical improvements to strengthen the reliability and quality of conferencing services.