System Optimization Consultant
Employer · UNICEF Global Shared Services Centre (GSSC)
Business analyst
Systems analystBudapest
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.
Tasks
- 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, 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.
Requirements
- Master's degree in Computer Science, Information Systems, Business Administration, Data Science or related fields
- At least 10 years of business analysis, process improvement or management consulting experience, including at least 5 years in shared services or GBS environments.
- 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.
- Fluency in English is required. Knowledge of another UN language is an asset.