User Adoption Knowledge Management and AI-Readiness

The consultant will maintain and extend user documentation, launch communications and adoption support for UNESCO's enterprise platforms, and evolve this work into a standardized DBS-wide practice while preparing an AI-ready knowledge base for AI-enabled user support. The role includes updating user support libraries, developing guidance for new functionalities, and supporting AI agent pilot preparations.

Responsibilities

• Maintain and update the user support library for Core Planner, Core Manager, Core Data Portal and Core HR+ following each release.
• Develop new guidance for new functionality, including new reporting capabilities and advanced reports, in time for the C/5 cycles falling within the contract period.
• Prepare launch communications and in-application guidance associated with new releases, acting as the link between technical delivery and business adoption.
• Provide back-up Level 1 support during absence, peak demand and critical business cycles.
• Apply the established methodology to other DBS projects, as prioritized by DBS.
• Develop standardized, reusable documentation templates, launch communication guidelines and adoption practices for new IT projects.
• Document the approach so that it can be sustained and reused after the assignment.
• Continue converting legacy documentation into AI-readable formats and develop new material according to AI-readiness criteria.
• Curate and structure the DBS knowledge base, using recurring Level 1 questions identified by the Level 1 support consultant to set priorities.
• Prepare and quality-check the content required for the AI agent pilot and support validation of AI-generated responses and work closely with technical teams.

Requirements

• University degree in communications, information or knowledge management, IT, public administration or a related field, or equivalent professional experience.
• Proven experience producing user documentation, training or change-management materials for enterprise software.
• Ability to structure and curate content in a consistent, searchable way.
• Experience publishing and maintaining content on an intranet / SharePoint-type platform.
• Familiarity with structuring content for AI use (structured content, metadata, AI-readiness criteria).
• Experience supporting multiple product launches with a standardized approach.
• Familiarity with UNESCO programme planning, monitoring and reporting processes.
• Excellent written communication skills.

Skills

• User Documentation
• Training Material Development
• Change Management
• Content Structuring
• Content Curation
• Intranet Content Publishing
• SharePoint Development
• Structured Content
• Metadata Management
• AI-Readiness
• Product Launch Support
• Programme Planning
• Monitoring and Reporting
• Written Communication

Languages

English, French