SCOPE Service Operations Analyst at World Food Programme (WFP)

JOB PURPOSE

To offer efficient and effective business analysis and service operations support to all digital solutions supported by the SCOPE Service Desk, enabling Country Offices to deliver assistance promptly to beneficiaries, in line with WFP’s strategy.

STANDARD MINIMUM QUALIFICATIONS

Education: Diploma in Computer Science, Information Technology or related programme from an accredited University.

Working Experience: Two years post graduate work experience in a Service Operations environment. Must have practical knowledge in use of an IT Service Management tool, including queue management, reporting and data analysis. Proficiency in Outlook 365.

Language: Fluency in both oral and written English. Intermediate knowledge of French would be an advantage.

TECHNICAL SKILLS AND KNOWLEDGE

• Experience with working in a Service Operations Unit setup.
• Experience in data analysis and visualization & reporting.
• Conversance with the WFP SCOPE end to end process including the end to end SCOPE Service Operations process.
• Experience working with Easy Vista (ITSM) and Azure DevOPs
• Experience and knowledge working in the United Nations environment

KEY ACCOUNTABILITIES (not all-inclusive)

What you will do:

1. Carry out Access Management on the different platforms and solutions that are supported by the team. This includes business analysis where need be.
2. Perform analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for remote users as needed. 
3. Maintain a very high level of FCR (First Contact Resolution Rate) with end users. 
4. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized. 
5. Communicate with end users and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary. 
6. Participate in presentations/demos of release candidates by third level support. And pass on the knowledge to the team members. 
7. Provide data extraction reports as per end user request. 

KEY ACCOUNTABILITIES : Cont

What you will do:

• Perform the activities under the direct supervision of the respective Team Lead and undertake additional tasks as required. 
•  Advise the Team Lead on any areas that require improvement. 
•  Adhere to the laid down team procedures while maintaining healthy interpersonal relationships. 
• Analyze and translate end user specifications to technical requirements. 
• Any other duty that may be assigned. 

Contract Duration: 6 Months.