UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNDP DIA Support Project is looking for a consultant for a 12-month assignment to ensure constant monitoring and support with complex questions to pension e-services developed by MDT with support of the project.

The main objective of the assignment is to monitor the use of pension e-service on the “Diia.gov.ua” portal, to solve complex support questions, to propose and implement ideas for service improvement.

Scope of services

It is expected that the Consultant will engage in the following types of activities:

1. Daily monitor and analyse e-service use statistics and feedback statistics.
2. Investigate all unsuccessful applications to determine the reason for refusal or technical problems that caused it. Work with software developers to solve technical problems that were found, work with a service provider to solve organizational and procedural problems if they were found.
3. Investigate feedback propositions from users and propose service improvements.
4. Receive from MDT support team and answer complex support questions that need investigation.
5. Update knowledge base of MDT support team with gathered information on new types of problems or questions and answers for them.
6. Communicate with service providers to improve application processing and minimize illegal refusal for applications.

Required experience and qualifications

• At least a university degree (Bachelor’s) in computer science, communication technologies, cybersecurity, management, public administration, or another sphere.
• At least 1 year of experience in the sphere of public services, previous work with pension services will be an asset.
• Experience in the software development sphere (software testing, project management, business analysis, etc.) will be an asset.
• Fluent Ukrainian; working knowledge of English will be an asset.

Documents to be included when submitting the proposal:

• Personal CV, including information about experience in similar projects / assignments, as well as the email and telephone contacts of at least three (3) professional references;
• Financial proposal in line with the information presented in Section 4. Measurable outputs of the work assignment/deliverables;
• Duly accomplished Letter of Confirmation of Interest and Availability (template may be found at https://cutt.ly/Bzs6D4A).

The application deadline is 17 February 2022.

For more information on deliverables, requirements, and an application process, please visit:  https://bit.ly/3rtzOQW