IT Operation Assistant (SC5) (SCOPE Incidents & Service Management) - Sana'a

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

Assisting 91.4 million people in around 83 countries each year, the World Food Programme (WFP) is the leading humanitarian organization saving Lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.

In 2019, WFP is scaling up its Yemen operations aiming to provide 12 million people with monthly food assistance through direct food distributions, vouchers or cash and nutritional support to nearly 3 million pregnant and nursing women and children under 5.

ORGANIZATIONAL CONTEXT

These jobs are found in Headquarters (HQ), Regional Bureaux (RBs) and Country Offices (COs), and report to a Communications Officer. Job holders at this level demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis.

JOB PURPOSE

The IT Operation Assistant / SCOPE Incidents & Service Management will technically and Administratively report to the IT Operation Officer head of the SCOPE Service Desk. At this level, the incumbent will ensure effective and efficient management of the incidents and services and will be performing the following duties:

KEY ACCOUNTABILITIES (not all-inclusive)

• Provide first level and second level support for incidents and requests for information and services via phone, email, event log files, web form etc... Interact with clients in a courteous and professional manner;
• Log and document incidents/problems status and resolution in the corporate incident management system;
• Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides. Seek technical assistance or escalate problem, when necessary.
• Act as escalation point for 3rd level incidents and service request resolution and ensure internal and external stakeholders are timely updated on their tickets;
• Build and develop relationships from both a clients and technical point of view, driving global interaction with stakeholders and partners;
• Effective monitoring, control and support service delivery to ensure system methodologies and procedures are followed;

KEY ACCOUNTABILITIES - PART 2

• Evaluate and test new products and services, both hardware and software;
• Review and analyse the planned changes to mitigate any potential negative impact to business services;
• Ensure all incidents generated problems are managed and resolved within predefined Service Level Agreements (SLA);
• Follow Standard Operating Procedures and demonstrate commitment to achieve SLA goals of the team;
• Disseminate in a timely fashion all necessary IT information and updates to internal and external stakeholders on the planned maintenance or outage of services;
• Continuous review and improvement of operations process to avoid potential incidents;
• Produce regular reports (Weekly/Monthly);
• Perform other related duties as assigned.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. University Degree in IT or related functional area is desirable.

Experience: Four or more years of progressively responsible support work experience in related field including at least 2 years of extensive experience in ServiceDesk/ HelpDesk and Experince in inistalling and testing IT hardware and software.

Language: Fluency (level C) in English language. Fluency (level C) in Arabic language.

CRITICAL SUCCESS FACTORS

• Clear understanding of service desk and ITIL framework;
• Understanding of SCOPE processes;
• Effective team player with the capacity to work under pressure, handle multiple efforts concurrently and support other team members to fulfil the team’s goals;
• Interpersonal, active listening and verbal communication skills.

EXPECTED RESULTS

• Tasks are logged, escalated when required, tracked, completed and closed in a timely and effective way;
• Process performance meets established Service Level Agreement (SLA) including: assignment time, response time, resolution time, closure time.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
• Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
• Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
• Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
• Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
• Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
• Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
• Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
• Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
• Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
• Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
• Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

FUNCTIONAL CAPABILITIES

Capability Name Description of the behaviour expected for the proficiency level Governance, Strategy and Architecture Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems. Change Implementation, Project management, Planning and Optimization Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process. Technical Expertise Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference. Service Management Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction. Client Management Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions. Procurement and Contract Management Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

TERMS AND CONDITIONS

• WFP is an equal opportunity employer.
• WFP does not charge a fee at any stage of the recruitment process.
• The applicant should be a Yemeni national or having work/residency permit.
• Only candidates who are short-listed will be contacted.
• Applications must be submitted online with:

1. Use English language only.
2. Indicate all your job TOR.
3. Indicate clear years of experience with each job (month/year)

• WFP FT staff who are still under probation period are not eligible to apply.
• By submitting your application, you have read the Terms of Reference for this position and agree that any false, wrong or incomplete information might lead to your disqualification in this recruitment process.

DEADLINE FOR APPLICATIONS

21 November 2020

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WFP never uses external recruitment agencies and recruitment is always is free of charge. WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. The selection of staff are made on a competitive basis and we are committed to promoting diversity and gender balance. Only applicants whose profiles meet the advertised job requirements will be considered and only within the announced deadline.

لا يقوم برنامج الأغذية العالمي بالاستعانة ابداً بأشخاص او بوكالات خارجية في التوظيف، علماً بان عملية التوظيف دائماً مجانية. يبحث برنامج الأغذية العالمي عن مرشحين من أعلى درجات النزاهة والكفاءة المهنية والذين يتقاسمون مبادئنا الإنسانية.

يتم اختيار الموظفين على أساس تنافسي ونحن ملتزمون بتعزيز التنوع والتوازن بين الجنسين. سيتم النظر فقط للمتقدمين الذين تفي ملفاتهم الشخصية بمتطلبات الوظيفة المعلن عنها، وفقط خلال الموعد النهائي المعلن

Female qualified applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.