System Optimization Consultant, Business Innovation and Support (BIS), UNICEF GSSC, Budapest, Hungary, Budapest, hybrid, with possible travel, # 596634

How can you make a difference?

The purpose of the consultancy is to provide expert business analysis and system development support to the BIS section for the GSSC services on ServiceNow and SAP, and to build BIS's capacity to sustain this work. Specifically, the consultant will:

• Independently assess the current state of each service's processes, system configuration, controls, service levels and client experience.
• Benchmark each service against recognized industry and GBS practices and maturity models.
• Identify gaps, inefficiencies, risks and root causes, supported by evidence and data.
• Recommend specific improvements to processes, system configuration, automation, service management and operating models.
• Gather business intelligence requirements across GSSC service domains (recruitment and HR, individual consultants, travel and finance) and translate them into technical tasks, data requirements and mock-ups.
• Identify ready-made, out-of-the-box ServiceNow and SAP solutions that can support current processes, including automation, self-service and AI-assisted handling (for example ServiceNow Now Assist), and design solutions that avoid custom development wherever possible.
• Strengthen BIS's business analysis and system development practice: requirements, functional and technical specifications, user stories, configuration and code review, and cross-platform testing.
• Set out a prioritized roadmap of system and business intelligence improvements with business cases for major items and track benefits against baselines.
• Transfer knowledge to BIS staff through hands-on coaching, joint delivery, documentation and training.

If you would like to know more about this consultancy, please review the complete Terms of Reference here: ToRTMC0007671.pdf

Minimum requirements:

• Education: Master’s degree in Computer Science, Information Systems, Business Administration, Data Science or related fields
• Work Experience: At least 10 years of business analysis, process improvement or management consulting experience, including at least 5 years in shared services or GBS environments.
• Skills:
• Demonstrated experience leading independent assessments of operational services and producing recommendations that were adopted and delivered measurable results.
• Expert command of process mapping, data analysis and root-cause methods, and of maturity and benchmarking frameworks (e.g., APQC, SSON/GBS maturity models).
• Strong understanding of enterprise workflow and ERP platforms (preferably ServiceNow and SAP) and of automation opportunities.
• Strong analytical rigor and ability to turn data into clear, practical recommendations.
• Demonstrated experience reviewing existing system configurations, case management set-ups, workflow designs, customizations and change logs, and recommending a return to out-of-the-box functionality.
• Credibility with senior management; able to present difficult findings constructively.
• Excellent facilitation, writing and presentation skills.
• Language Requirements: Fluency in English is required. Knowledge of another UN language is an asset.
• Desirables:
• Experience in Administration, HR, travel or finance-related shared services is an asset.
• Professional certification in business analysis (CBAP or PMI-PBA), Lean Six Sigma (Black Belt preferred) or ITIL is highly desirable.
• Experience in the UN system or international organizations is an asset.

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, 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

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 reasonable accommodation for persons with disabilities. 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.

Qualified candidates are invited to submit the following documents via the online recruitment portal, TMS (Talent Management System):

• An up-to-date TMS profile and curriculum vitae (CV)
• Cover letter
• A separate financial proposal (only acceptable in the format of the linked template) Financial proposal TMC0007671.docx

Remarks: If the TOR or financial proposal documents are not downloadable on certain recruitment platforms, please visit our official page Vacancies | UNICEF Careers.

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.

All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Additional information about working for UNICEF can be found here.