Jobs at World Food Programme (WFP)

DUTIES:

The main responsibilities include, but are not limited to:

Adoption:

• Understand expressed and unexpressed needs, expectations, and objectives of country offices to identify the right corporate IT solutions for their programmatic areas. This includes WFP solutions such as SCOPE, SugarCRM, MoDA, NEST, CIAM, Building Blocks, Farm2Go, Partner Connect, and CODA.
• Guide country offices in preparing for the adoption of IT solutions.

Roll-out:

• Assess feasibility and address technical and operational challenges during pilot deployments before full-scale implementation.
• Promote the effective use of IT solutions by delivering training, awareness sessions, and tailored support to ensure smooth transitions.
• Travel on local and international missions (as required).

Support:

• Deliver service requests and manage incidents to a high-level of quality.
• Train local support teams and provide ongoing support to country offices post-adoption, ensuring that corporate IT solutions function effectively and meet operational needs.

Collaboration and knowledge management:

• Establish and maintain open communication and relationships with peers and relevant stakeholders in country offices, regional offices, and HQ.
• Contribute to documenting solutions, FAQs, lessons learned, and standard operating procedures to support continuous improvement.

DELIVERABLES AT THE END OF THE CONTRACT:

Exceptional support and service provided, responding to at least 90% of tickets within first point of contact (FPOC) time. Incident resolution efficiency improved, ensuring at least 90% SLA adherence. Technical knowledge and skills expanded. Collaboration, continual improvement, and knowledge management expanded through documentation and sharing of knowledge.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

University degree, preferably in a technology field of study.

Experience:

• At least six years of experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.

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DUTIES:

• The main responsibilities include, but are not limited to:

Adoption:

• Support country offices in understanding available corporate IT solutions for programmatic activities (e.g. SCOPE, SugarCRM, MoDA, NEST, CIAM, Building Blocks, Farm2Go, Partner Connect, CODA).
• Assist in preparing country offices for the adoption of new tools by helping gather requirements and sharing guidance materials.

Roll-out:

• Provide logistical and technical support during pilot deployments, helping identify issues and collecting feedback.
• Contribute to training and awareness sessions to help users become familiar with new IT solutions.
• Travel on local and international missions (as required).

Support:

• Deliver service requests and provide basic troubleshooting for incidents, escalating more complex issues to senior team members as needed.
• Help train local support teams according to standard operating procedures (SOP).

Collaboration and knowledge management:

• Coordinate with colleagues in country offices, regional offices, and HQ to ensure smooth service delivery.
• Maintain clear and professional communication with all stakeholders.
• Share updates, lessons learned, and user feedback with the wider team to support continuous improvement.

DELIVERABLES AT THE END OF THE CONTRACT:

• Timely and effective handling of support requests, aiming to respond to at least 90% within first point of contact (FPOC) timelines. Contribution to maintaining strong incident‑resolution performance, supporting the team in meeting at least 90% SLA adherence. Demonstrated growth in technical knowledge and understanding of corporate tools. Active participation in documenting processes, solutions, and lessons learned to improve team knowledge management.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

• University degree, preferably in information technology, computer science, or a related field.

Experience:

• At least 5 years of work experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.