Career Opportunities at World Food Programme (WFP)

Under the overall responsibility of the Regional Digital Assistance Services Officer (DASO), the incumbent will be responsible to support the roll out and operationalization of SCOPE,  related DAS tools and other digital products for WFP and/or partners in the region. The incumbent should expect frequent missions to countries in the region. 

STANDARD MINIMUM QUALIFICATIONS

Education:

• An advanced university degree in business management, computer science, telecommunications engineering/social sciences or relevant degree or, First University degree with additional years of related work experience or trainings/courses.
• Training and knowledge of Project Management methodologies would be an asset.

Working Experience:

• At least five years of progressively responsible professional experience in field operations and/or business systems analysis, design and development.
• Experience in client-facing roles in either technology implementation projects or in the planning, design and implementation of humanitarian or development programmes.
• Experience in collaborating with different humanitarian actors or different service providers to design and decide on payment mechanisms and instruments, and capacity building to coordinate the delivery of assistance in humanitarian contexts.

KEY ACCOUNTABILITIES (not all-inclusive)

• ​​​​​​Support to conduct appropriate IT assessments in order to assist management in making informed DAS-related operational decisions.
• Deploy as needed to support on-ground testing, roll-out and/or operations of SCOPE/DAS/digital tools as required.
• Identify learning needs and support capacity building initiatives for SCOPE/DAS/digital tools and new related functionalities, aimed at building solid digital assistance expertise amongst cross-functional colleagues in the region.
• Where relevant, support in extending their operational support to partners for the use of WFP’s SCOPE/DAS/digital tools.
• Coordinate the implementation and operations of DAS, ensuring involvement of all relevant stakeholder units at CO, RB and HQ as required.
• Capture, document and analyze (i.e. through diagrams, flowcharts, data models, user experience designs, storyboards) business requirements for DAS and either identify workable existing solutions or escalate to HQ and follow up for potential consideration (e.g. change request).
• Test and analyze DAS solutions and document the match against business requirements for quality and accuracy.
• Through the appropriate channels, support the efforts of technical teams on outstanding operational issues and changes relevant for the region.
• Support the management of change brought about by the use of technology in CO/Programme processes.
• Maintain and update the DAS implementation plan when necessary.
• Organise weekly DAS meetings with the programme and DAS teams in the respective CO’s in the region.
• Review and revise Standard Operating Procedures for DAS and related activities and lead the development of new SOP’s as necessary.
• Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
• Liaise with DAS Product Development team and DAS Service Support team in Nairobi when new functionality is introduced and support its implementation.
• Participate together with the DAS Service Support team in testing release candidates.
• Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
• Perform initial analysis for Incidents that can become Change Requests or Problems.
• Report weekly to the Regional Business Transformation officer, together with the DASO-OPS, on issues that require higher level escalation.
• Represent the Regional Bureau and the project teams at all relevant stakeholder meetings.
• Perform any other duties as required.

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JOB PURPOSE

The Head of IT Help Desk's primary objective is to supervise rapid resolution of technology issues that are reported through the WFP ticket system to ensure service request fulfillment. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for WFP RBN staff and other external partners. The manager is expected get into details with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations.

STANDARD MINIMUM QUALIFICATIONS

Education:

• An advanced university degree in IT or Computer Science or other relevant field with training on MCSE, MCP, CCNA, ITIL and customer service training; or First University degree with additional years of related work experience or trainings/courses.

Working Experience:

• At least 5 years’ progressive experience in a busy IT environment, with at least 2 years managing an ICT team in a large or busy organization
• Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects.
• Conversant with process automation and experience working with automation tools such as MS Easyvista Service management and SharePoint.

Language:

• Fluency (level C) in English language and the duty station’s language, if different.

KEY ACCOUNTABILITIES (not all-inclusive)

Manage All Help Desk Operations

• Deliver first level for day-to-day technical support and overall incident management process for WFP RBN Staff and Partners.
• Promote positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Develop, mentor, coach and promote talent growth among staff to support business through excellent customer service.
• Ensure good working relation and coordination of service desk staff with other Sectional/Divisional staff.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting.
• Establish trends and identify patterns of recurring issues, SLA breaches or inefficiencies
• Escalation and resolution of software issues to the information systems/development team
• Escalation and resolution of third-party software/systems issues by the support team
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
• Define and implement processes and procedures for supporting all Business units across the organization.
• Develop Helpdesk annual work plan with performance targets assigned weights.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
• Develop and maintain Technical Support/knowledge base.
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

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Under the overall responsibility of the Regional Digital Assistance Services Officer – (DASO), the incumbent will be responsible to provide and cover a second level support/business analyst role in supporting country offices (COs) in the operationalization of SCOPE and related DAS for WFP and/or partners in the region. The incumbent should expect frequent missions to countries with SCOPE/DAS/ Digital operations. 

STANDARD MINIMUM QUALIFICATIONS

Education:

• An advanced university degree in business management, computer science, telecommunications engineering/social sciences or relevant degree or, First University degree with additional years of related work experience or trainings/courses.
• Training and knowledge of business analysis methodologies would be an asset.

Working Experience:

• At least 6 years of progressively responsible experience in IT support / System support / Application support in humanitarian aid operations.

Knowledge & Skills:

• In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL v.3 best practices.
• Experience on business analysis troubleshooting procedures, such as diagnosis and rectification of errors.
• Customer oriented oral and written communication skills.

Languages:

• Proficiency in English is required.  Knowledge of another UN official language is desirable.

KEY ACCOUNTABILITIES (not all-inclusive)

• Log all relevant incidents/service requests details, allocating categorization and prioritization codes.
• Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices in their respective regions.
• Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
• Resolve or escalate incidents and service requests according to established procedures.
• Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction.
• Liaise with Digital Product Development team and SCOPE Service Support team in Nairobi when new functionality is introduced and support its implementation.
• Participate in testing release candidates.
• Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
• Manage high severity incidents, to ensure the correct reporting, escalation and resolution
• Perform initial analysis for Incidents that can become Change Requests or Problems.
• Report weekly to the Regional Business Transformation officer, together with the DASO-OPS, on issues that require higher level escalation.
• Respond to incident requests within SLA timelines.
• Work within the rules, guidelines, principles and deadlines of the SCOPE agile (Scrum) solution process.
• Work within the rules, guidelines, principles of ITIL service management.
• Perform testing and execute test plans.
• Perform any other duties as required.