Knowledge Management Senior Associate - Service Design (Retainer)

Job categories Communications

Vacancy code VA/2025/B5502/30689

Department/office APR, EAPMCO, Indonesia

Duty station Jakarta, Indonesia

Contract type Local ICA Support

Contract level LICA-7

Duration 6 months with a possibility of extension

Application period 08-Sep-2025 to 14-Sep-2025

Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement.

Please note that UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.

This vacancy is closed.

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Background Information - Job-specific

Note: This position is based within UN Global Pulse Asia Pacific, the UN Secretary-General’s Innovation Lab, administered by UNOPS.

The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners' peacebuilding, humanitarian and development projects around the world. Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement and infrastructure services to a wide range of governments, donors and United Nations organizations. With over 6,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, where they need it. By implementing around 1,000 projects for our partners at any given time, UNOPS makes significant contributions to results on the ground, often in the most challenging environments.

East Asia and Pacific Multi-Country Office (EAPMCO)

The South East Asia and Pacific Multi Country Office (EAPMCO) supports, develops and oversees the UNOPS portfolio of projects in South East Asia and the Pacific. EAPMCO was established in January 2023 following the merger of the Thailand Multi-Country Office, which covered 20 countries across North East Asia, South East Asia and the Pacific, and the Cambodia Multi-Country Office, which covered 4 countries South East Asia - 3 countries in the Mekong Sub-region (Cambodia, Lao PDR and Vietnam) and the Philippines. EAPMCO currently covers 24 countries across North East Asia, South East Asia and the Pacific. With its head office in Bangkok, the Multi-Country Office comprises eight business units: EAPMCO Thailand, EAPMCO Indonesia, EAPMCO Pacific Operations Cluster, EAPMCO Papua New Guinea, EAPMCO China, EAPMCO Vietnam, EAPMCO Mekong, and EAPMCO Philippines.

In 2024, the UNOPS EAPMCO implemented projects worth more than USD 80 million, in the areas of Energy Transition, Digital Transformations, Sustainable Environmental Management, Climate Change, Waste Management, Rule of Law and Access to Justice, Water, Sanitation and Hygiene (WASH), Post Conflict Reintegration, Emergency Relief, Post COVID19 Economic Transformations, and Health, through HR, procurement, construction, contract management, fund and program management services.

The Multi Country Office head office in Bangkok provides strategic direction, operational support, delivery oversight and assurance of the excellence of business processes and quality standards across all of the entire Multi Country Office locations. It is also responsible for developing, delivering and managing the portfolio of engagements in the country of the MCO location itself.

UN Global Pulse (UNGP)

UN Global Pulse is an initiative of the Executive Office of Secretary-General (EOSG) founded in 2009. We work in support of the Secretary-General’s priorities, in advancement of the UN Charter. UN Global Pulse serves as a cross-pillar lead and hub for experimentation and digital innovation. We have a globally distributed team in the Americas, Europe, Africa, and Asia. The teams work with digital innovation, strategic foresight, real-time data and artificial intelligence to further sustainable development, humanitarian and peace outcomes. Our vision is ‘A world in which responsible and inclusive digital innovation serves to empower people and protect the planet’. Our mission is to work at the intersection of digital innovation and science to inform, inspire and support the entire UN and those it serves, to anticipate and respond to the challenges of today and tomorrow.

The goals of the UN Global Pulse Network are: i) to generate knowledge, capabilities and approaches that support the transformation of the United Nations into a more agile and resilient ‘next-generation’ institution; ii) to create and accelerate the development of globally accessible approaches that help communities and partners anticipate and address emerging global challenges; and iii) to advocate for the global transformation of policies, practices and culture required to maximize the impact of digital innovation, minimize its risk of harm, and ensure pathways to scale and sustainability.

The UN Global Pulse Asia Pacific, its operation under the UNOPS system, is a regional hub that works at the intersection of innovation and the human sciences to strengthen the ability of the United Nations and its stakeholders to respond and adapt to the challenges of today and tomorrow. As the UN Secretary-General’s Innovation Lab, the hub utilises a set of capabilities on data, innovation, digital expertise, foresight, and behavioural science.

Serving the wider Asia Pacific region, the hub is a frontrunner in practising and advocating for inclusive innovation. Drawing on a decade of successes harnessing system design, as well as big data and artificial intelligence for platform development and data analytics, Global Pulse Asia Pacific facilitates co-creation of forward-thinking solutions that inform policy and decision-making.

From enhancing humanitarian crisis response, strengthening climate resilience, and improving the decision-making process in digital transformation, the hub will continue to apply innovation to accelerate the achievement of the sustainable development agenda for a better future.

UN Global Pulse Asia Pacific is seeking a Knowledge Management Senior Associate - Service Design to support the team in designing and improving user experiences for services, focusing on the entire journey a user takes when interacting with a product or service. The candidate will also be responsible for designing and delivering design research to inform the development of solutions and programs under UNGP AP. The candidate will report to the UNGP AP Social Systems Lead or the designated ad interim supervisor and work closely with the Hub’s Social Systems, Data Innovation and Policy, and Partnership and Advocacy teams.

Functional Responsibilities

Summary of functions: Service and User Experience Design ...

Summary of functions:

Service and User Experience Design
Research and Insights
Prototyping and Testing
Stakeholder Engagement and Collaboration
Knowledge Sharing and Capacity Development

Service and User Experience Design

Support the team in designing and improving user experiences across services, ensuring a comprehensive approach to the entire journey a user takes when interacting with a product or service.
Provide technical input and guidance to support the development of service blueprints, user journey maps, and user experience flows.
Contribute to aligning service design outputs with organizational objectives, user needs, and accessibility standards.
Support in documenting design processes, guidelines, and frameworks to ensure consistency in service delivery.

Research and Insights

Conduct design research which includes desk review, interviews, and observations to understand user needs, behaviors, and pain points.
Collect, analyze, and synthesize qualitative and/or quantitative data to provide actionable insights for improving services.
Contribute to the creation of research reports, insight decks, and presentations for internal and external stakeholders.

Prototyping and Testing

Support in developing prototypes, mock-ups, and wireframes to visualize design concepts.
Assist in organizing and facilitating usability testing sessions, workshops, and co-creation activities.
Gather and document user feedback during testing and propose improvements.
Contribute to refining and iterating service design outputs based on testing results.

Stakeholder Engagement and Collaboration

Assist in engaging with internal teams, beneficiaries, and partners to gather input and validate service design solutions.
Support facilitation of design workshops, ideation sessions, and stakeholder consultations.
Assist in preparing visual and written materials to communicate design concepts to non-technical stakeholders.
Ensure that diverse voices and perspectives are considered in the design process, including those of marginalized or underrepresented groups.

Knowledge Sharing and Capacity Development

Support in documenting and sharing service design best practices, tools, and lessons learned with colleagues and partners.
Assist in organizing training sessions or briefings to build awareness of human-centered design methods.
Contribute to the development of internal resources (e.g., toolkits, templates, guides) for continuous learning and capacity building.
Provide inputs to communities of practice and internal networks to foster knowledge exchange and collaboration.

Impact of Results

The effective and successful execution of duties by the Knowledge Management Senior Associate - Service Design will strengthen UNGP-AP’s ability to design and deliver user-centered, inclusive, and accessible services. The role will contribute to enhanced user satisfaction, improved service efficiency, and innovation in project delivery.

Competencies

Treats all individuals with respect; responds sensitively to differences and enc...

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.

Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).

Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.

Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.

Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.

Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Education/Experience/Language requirements

Education: Secondary education or a high school diploma is required. ...

Contract type, level and duration

Contract type: Local Individual Contractor Agreement (LICA) Contract level: ...

Additional Information

Please note that UNOPS does not accept unsolicited resumes. Applic...

Please note that UNOPS does not accept unsolicited resumes.
Applications received after the closing date will not be considered.
Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.
UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
UNOPS evaluates all applications based on the skills, qualifications and experience requirements outlined in the vacancy announcement. We are committed to considering all candidates in a fair and transparent manner, and we value diverse perspectives and experiences, including those of women, indigenous and racialized communities, individuals with diverse gender identities and sexual orientations, and people with disabilities.

We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions

For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.
For retainer contracts, you must complete a few mandatory courses ( they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here.
All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.
It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.

This vacancy is closed.

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TOGETHER, WE BUILD THE FUTURE

UNOPS – an operational arm of the United Nations – supports the achievement of the Sustainable Development Goals (SDGs) by successfully implementing its partners’ peacebuilding, humanitarian and development projects around the world.

Our mission is to help people build better lives and countries achieve peace and sustainable development.

We are proud of our people. The UNOPS family brings together approximately 160 nationalities, represented by over 5,000 UNOPS personnel as well as some 7,800 personnel recruited on behalf on our partners. Spread across 80 countries, our workforce is rich in diversity and culture – with inclusion at its core.

We understand the importance of balancing professional and personal demands and offer several flexible working options.

Explore what we offer here.