Consultancy Title: Business Analyst Consultant for ServiceNow Workflow Documentation
Division/Duty Station: DGCA โ Digital Strategy Section/NYHQ
Duration: 10 October 2025 โ 31 December 2025
Home/ Office Based: Remote
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About UNICEF
If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you. For 70 years, UNICEF has been working on the ground in 190 countries and territories to promote children's survival, protection and development. The world's largest provider of vaccines fordeveloping countries, UNICEF supports child health and nutrition, good water and sanitation, quality basic education for all boys and girls, and the protection of children from violence, exploitation, and AIDS. UNICEF is funded entirely by the voluntary contributions of individuals, businesses, foundations and governments. UNICEF has over 12,000 staff in more than 145 countries.
BACKGROUND
Purpose of Activity/ Assignment: The Digital Governance and Platforms (DGP) team within UNICEFโs Division of Global Communication and Advocacy (GCA) plays a pivotal role in managing UNICEFโs digital ecosystem, ensuring that services and platforms are efficient, accessible, and aligned with digital governance standards. As part of its ongoing efforts to improve service delivery, UNICEF is integrating its DGP service catalogue into the organization-wide ServiceNow platform. This integration will enhance service standardization, improve operational efficiency, and provide better visibility and tracking of requests and workflows. To support this initiative, UNICEF is seeking a qualified consultant to work with the DGP team in documenting and mapping operational workflows and preparing detailed, structured business requirements. This work will enable the ICT Division (ICTD) to accurately scope and implement the workflows in ServiceNow. The consultant will not be responsible for the technical configuration of ServiceNow but will deliver clear, actionable documentation, which the ICTD business analyst and technical teams can translate into technical specifications.
Scope of Work: The objective of this consultancy is to collaborate with the DGP team to document the operational workflows supporting their service catalogue and prepare structured, detailed business specifications. These specifications will inform the ICTD business analyst and the ServiceNow implementation team. The consultant will focus on capturing the business logic, roles, dependencies, and process steps with sufficient clarity to support the scoping and planning of technical work. The resulting documentation will be used by the ICTD business analyst and ServiceNow team to translate the workflows into implementation-ready technical specifications. The consultant will not be responsible for producing technical documentation or configuring the ServiceNow platform. The consultant will perform the following tasks: ๏ท Review and Mapping: Review of the DGP teamโs current service catalogue and existing workflow documentation to capture and document the operational workflows supporting each service. ๏ท Detailed Workflow Documentation: Collaborate with relevant DGP team members to capture detailed workflows, including triggers, actions, inputs/outputs, SLAs, roles involved, decision points, and dependencies. ๏ท Development of Business Specifications: Translate the captured workflows into structured business specifications, including step-by-step descriptions and visual representations (such as process flow diagrams), which will be used by the ICTD business analyst and ServiceNow implementation team. ๏ท Feedback Integration: Incorporate feedback from DGP and ICTD on the draft documentation to ensure clarity and accuracy. ๏ท Final Deliverables: Provide a final consolidated documentation package, including: o Process flow diagrams (as-is and to-be where applicable) o Workflow specifications with step-by-step descriptions o A summary of dependencies and integration needs ๏ท Collaboration with ICTD: Liaise with ICTD to ensure the documentation meets the level of detail required for their teams to scope and translate the workflows into implementation-ready technical specifications. ๏ท Work Complexity: The consultant will work on 15 processes and subprocesses, categorized by complexity as follows: 5 high complexity o 2 medium complexity o 8 low complexity The workflows will cover the following activities: ๏ท Drupal Support: Including support for integration of third-party tools and external content into Drupal pages, Level 3 support, Drupal training, and user stories. ๏ท Site Request: Including requests for new web presence and site onboarding. ๏ท Brand Abuse Reporting: Reporting brand abuse and fraud. ๏ท Domain Request: Domain management. ๏ท Digital Governance Helpdesk Support ๏ท Apps Publishing Request: Reviewing digital applications and tools (apps). ๏ท Design Request: UI, social media, and editorial design
Terms of Reference / Key Deliverables:
Work Assignment Overview/Deliverables and Outputs/Delivery deadline Deliverable 1: Inception Report - Sub-Deliverable 1.1: Work plan, timeline, and methodology 17 October 2025 ย Deliverable 2: Workflow Documentation (Draft) - Sub-Deliverable 2.1: Detailed workflows with visuals for all 15 services 14 November 2025ย ย Deliverable 3: Feedback Integration - Sub-Deliverable 3.1: Revised documentation based on DGP and ICTD input 28 November 2025ย ย Deliverable 4: Final Documentation Package - Sub-Deliverable 4.1: Final, implementation - ready documentation including diagrams and SRS workbook spreadsheets 5 December 2025 ย Deliverable 5: Knowledge Transfer Sessionย - Sub-Deliverable 5.1: Presentation and walkthrough with DGP and ICTD 12 December 2025ย ย
Qualifications Education:ย University degree in Information Systems, Business Administration, Digital Governance, or related field. Information Technology, Web Development, or related subjects. ย
Knowledge/Expertise/Skills required *:
- Professional Experience: A minimum of 5 years' experience as a business analyst or process documentation specialist, with proven experience in documenting and visualizing operational/technical workflows
-ย Digital Governance and Service Management: Strong understanding of service management processes and digital platform governance, with the ability to document and map operational workflows effectively. Familiarity with UNICEFโs Digital Governance and Platforms (DGP) team, including knowledge of existing workflows, is a strong asset.
- ServiceNow Knowledge: Familiarity with the ServiceNow platform or similar systems, particularly in relation to service catalogue management and workflow integration. While theย consultant will not be responsible for technical configuration, understanding the platformโs role in this context is essential. ย - Business Analysis and Process Mapping: Expertise in business analysis, particularly in documenting complex workflows and requirements. Proficiency in process mapping tools (e.g., Microsoft Visio, Lucidchart) and developing structured business specifications. Ability to capture business logic, roles, dependencies, and process steps clearly. ย - Stakeholder Engagement and Communication: Strong communication, stakeholder facilitation, and interpersonal skills. Proven ability to work effectively with diverse teams, facilitate working sessions, and gather feedback to ensure accurate and actionable documentation. ย - Remote Work Experience: Demonstrated ability to work independently and manage tasks remotely, with a track record of maintaining communication and meeting deadlines in a virtual work environment. ย - Problem-Solving and Analytical Skills: Strong analytical thinking and problem-solving capabilities, with the ability to identify workflow inefficiencies and propose optimization strategies. ย - Language Proficiency: Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian, or Spanish) is an asset. ย - Work Experience: Proven experience working in a UN or NGO environment is considered an assetย ยRequirements:
Completed profile in UNICEF's e-Recruitment system and
- Upload copy of academic credentials
- Financial proposal that will include/ reflect :
the costs per each deliverable and the total lump-sum for the whole assignment (in US$) to undertake the terms of reference. travel costs and daily subsistence allowance, if internationally recruited or travel is required as per TOR. Any other estimated costs: visa, health insurance, and living costs as applicable. Indicate your availability- Any emergent / unforeseen duty travel and related expenses will be covered by UNICEF.
- At the time the contract is awarded, the selected candidate must have in place current health insurance coverage.
- Payment of professional fees will be based on submission of agreed satisfactory deliverables. UNICEF reserves the right to withhold payment in case the deliverables submitted are not up to the required standard or in case of delays in submitting the deliverables on the part of the consultant.
U.S. Visa information:
With the exception of the US Citizens, G4 Visa and Green Card holders, should the selected candidate and his/her household members reside in the United States under a different visa, the consultant and his/her household members are required to change their visa status to G4, and the consultantโs household members (spouse) will require an Employment Authorization Card (EAD) to be able to work, even if he/she was authorized to work under the visa held prior to switching to G4.ย ย
Only shortlisted candidates will be contacted and advance to the next stage of the selection process
For every Child, you demonstrateโฆ
UNICEFโs core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results. View our competency framework at:ย Here
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.ย
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.ย
Remarks:ย ย
Individuals engaged under a consultancy will not be considered โstaff membersโ under the Staff Regulations and Rules of the United Nations and UNICEFโs 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.ย
The selected candidate 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 candidates 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. It 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.ย