Long Term Agreement for Individual Consultants for ServiceNow Quality Assurance – UNICEF Global Shared Services Centre, Budapest, Hungary (remote)

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. 

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone. 

And we never give up. 

For every child, a calling 

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

UNICEF’s Global Shared Services Centre (GSSC) in Budapest, Hungary provides services to UNICEF offices globally in the areas of Finance, Human Resources, Payroll and Information Technology. For more information about GSSC please visit our webpage at Global Shared Services Centre (GSSC). 

To support global programme delivery, UNICEF relies on modern digital systems and enterprise solutions managed by its Digital Impact Division (DID).

In recent years, the United Nations system has implemented several reforms aimed at improving operational efficiency and collaboration across agencies. One of the key initiatives is the Common Back Office (CBO) model, which enables UN agencies at the country level to share administrative and operational services such as human resources, procurement, ICT and facility management.

To support this initiative, UNICEF implemented a service management platform within the Service Gateway (ServiceNow-based system) that hosts the CBO service catalogue and integrates operational services across different business functions.

The first phase of the CBO project focused on establishing the foundational service catalogue, integrating services from the Unall (OASIS) platform, implementing user provisioning through Microsoft EntraID, and deploying core administrative services.

Despite these achievements, further improvements are required to:

• Enhance existing services within the CBO catalogue
• Introducing additional operational service categories
• Improve portal functionality and accessibility
• Enable multi-agency access to shared services
• Improve reporting and analytics capabilities
• Strengthening system reliability through robust quality assurance practices

Additionally, as UNICEF continues to expand its digital portfolio of applications, it is critical to implement strong Quality Assurance (QA) frameworks to ensure that digital systems meet performance standards and align with organizational objectives.

Therefore, this consultancy will support development and enhancement of the OASIS/CBO platform, including system testing, quality assurance implementation, service catalogue expansion, and portal improvements

How can you make a difference? 

The purpose of this assignment is to provide technical and quality assurance support for the development, testing and enhancement of the OASIS/Common Back Office (CBO) platform within UNICEF’s digital service infrastructure.

The consultant will support the GSSC team in ensuring that the OASIS/CBO platform and associated enterprise systems operate effectively and meet UNICEF’s operational requirements.

The consultancy will focus on:

• Strengthening the quality assurance processes for digital services and applications
• Enhancing the OASIS/CBO service catalogue and introducing new services
• Supporting testing and validation of system functionality
• Improving system usability through portal enhancements
• Strengthening system monitoring and reporting capabilities
• Supporting the adoption of shared service platforms by other UN agencies

Through these activities, the consultancy will contribute to improving operational efficiency, strengthening service delivery, and ensuring high-quality digital solutions across UNICEF’s global operations.

Scope of Work:

The consultant will work under the supervision of the designated ICT Manager or Project Lead within the Digital Core team and will be responsible for the following:

1. Quality Assurance Framework Implementation
   • Develop and implement Quality Assurance (QA) plans and testing strategies for the OASIS/Common Back Office (CBO) system enhancements.
   • Ensure that all software development lifecycle (SDLC) processes follow UNICEF’s ICT quality standards and security policies.
2. Requirements Review and Testing Preparation
   • Review business and functional requirements for systems under development.
   • Conduct risk assessments and identify appropriate testing scopes and priorities.
   • Develop testing scenarios, test cases, and automation strategies where applicable.
3. Execution of Testing Activities
   • Conduct functional testing, integration testing, and system testing of new and enhanced services.
   • Coordinate User Acceptance Testing (UAT) with relevant stakeholders and subject matter experts.
   • Identify defects and support resolution processes with development teams.
4. Enhancement of Existing CBO Services
   • Review and improve existing service catalog items and workflows.
   • Support system configuration improvements within the Service Gateway platform.
5. Development of New Services
   • Support the configuration and implementation of new service modules, including administrative, HR, procurement, and facility management services within the CBO platform.
6. Portal and System Improvements
   • Support enhancements to the CBO portal to improve usability, accessibility, and user experience.
   • Ensure proper integration with other enterprise systems such as OASIS and relevant ICT tools.
7. Reporting and Analytics
   • Support the development of dashboards and reporting tools to monitor service performance and system usage.
   • Provide recommendations to improve operational efficiency based on analytics insights.
8. Documentation and Knowledge Transfer
   • Develop technical documentation, including test scripts, configuration documentation, and system inventories.
   • Conduct knowledge transfer sessions for UNICEF ICT teams to ensure sustainability of system operations.
9. Support System Deployment and Stabilization
   • Provide technical support during system rollout, post-implementation testing, and stabilization phases.

To qualify as an advocate for every child you will have… 

Education: 

• University degree (bachelor’s or equivalent) in Computer Science, Software Engineering, Business, Information Technology, Engineering, Mathematics, or related field.

Professional Experience:

• Relevant professional experience in software quality assurance and testing.
• Experience in supporting international digital systems development projects.
• Proven experience in developing Quality Assurance frameworks, testing strategies, and test plans.
• Experience conducting functional, integration, system, and user acceptance testing.

Specialized Knowledge and Skills:

• Experience with risk-based testing and defect management processes.
• Work experience with SAP based ERP systems and ServiceNow.
• Experience using test management and DevOps tools such as Azure DevOps.
• Knowledge of additional tool sets including Application Security Testing
• Strong hands-on experience using test automation tools such as Selenium.
• Understanding of software development lifecycle (SDLC) and agile development methodologies.
• Strong organizational skills, including planning and managing deadlines, and the ability to handle several tasks in parallel in a structured way.
• Transparency and confidence in raising and escalating as necessary any problems, issues found during testing.
• Result driven and a passionate team player with ability to collaborate with internal & external stakeholders and decision-makers
• Excellent communication and presentation skills with ability to create content using different tools, adapt content and message to diverse audiences.

Language:

• Fluency in English (Written and Spoken) in Required.
• Fluency in any other UN language is an asset

Detailed Terms of Reference: Terms of Reference

Financial proposal is part of the application and is required to be submitted as per the attached template: Financial Offer Form

General Terms and Conditions for the Consultancy Contract is attached, for your reference: General Terms and Conditions.pdf

For every Child, you demonstrate…

UNICEF’s values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS).

To view our competency framework, please visit here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

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. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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. 

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Consultants are responsible to make their own arrangements for resources (like laptop, internet, and other requirements) needed to perform the tasks required under this consultancy under remote work. In case of sessions to be held within the GSSC premises, UNICEF can provide the necessary equipment.

Individuals engaged under a consultancy will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants. Consultants are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. The selected consultant is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract.

Selected consultant are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment.

The vaccine mandate, does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

UNICEF offers reasonable accommodation for consultants with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.