IT Operations Assistant G5 - Mocha

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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

The United Nations World Food Programme is the 2020 Nobel Peace Prize Laureate. We are the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change.

Aiming to feed 13 million of the most vulnerable people with food assistance, WFP’s emergency response in Yemen is the agency’s largest anywhere in the world. WFP also provides nutrition support to 1.7 million children and mothers, and delivers school meals to 850,000 children each day.

ORGANIZATIONAL CONTEXT

This job is found in WFP Yemen Country Office, Mocha and the incumbent will be reporting to the designated supervisor or office in charge (OIC) & refer to other details from Generic or specific TOR. At this level job holders are expected to take responsibility for completion of a range of processes and activities requiring interpretation of standard guidelines/practices. Job holders are able to recommend a course of action to staff at various levels and may allocate tasks to other staff.

JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY ACCOUNTABILITIES

1. Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimization, to ensure they are running effectively and enable easy and efficient use.

2. Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.

3. Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up to date.

4. Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.

5. Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organized.

KEY ACCOUNTABILITIES Cont’d

6. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.

7. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

8. Carry out monitoring and troubleshooting tasks for network switches. Responsible for network documentation design and labelling. Responsible for network equipment configuration backup.

9. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.

10. Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.

KEY ACCOUNTABILITIES Cont’d

11. Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.

12. Responsible for the EasyVista ITSM system in Mocha for user’s IT enquiries and helpdesk requests. Follow up all the IT tickets in Mocha including the ones that are on hold to make sure that all the tickets are responded on time.

13. Prepare daily, weekly and monthly report about the received IT tickets and send it to the concerned focal points.

14. Responsible for voice SIM card provision and activation for Mocha staff. This includes updating the contact list for Mocha office on a monthly basis by adding and deleting users contacts, assigning call signs and the other details.

15. Responsible for the equipment and services provision management. This includes checking the provided services in the IT services checklist and preparing the IT services checklist to make sure that all the staff have the required IT services and equipment.

KEY ACCOUNTABILITIES Cont’d

16. Responsible for the telephony system in Mocha. This includes configuring the PBX and the phone terminals.

17. Responsible for monitoring the bandwidth usage for Mocha office from different sources and corporate monitoring applications.

18. Provide the required IT support for the online meeting sessions and to make sure that the conference system is always ready for the users.

19. Perform any other duties assigned by the direct supervisor.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area.

Experience: Minimum 4 years of relevant experience.

Language: Fluency in both oral and written communication in English and Arabic.

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.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience resolving more complex technical issues. • Has worked with head of units in defining requirements for functional area. • Has experience with the application of client services standards to resolve or escalate clients’ service problems.

TERMS AND CONDITIONS

1. The applicant should be a Yemeni national or having work/residency permit.
2. WFP staff who are still under probation period are not eligible to apply for another FT position.
3. WFP staff on FT contracts must have completed one year in the current position to be eligible to apply for another FT position.
4. WFP is an equal opportunity employer.
5. WFP does not charge a fee at any stage of the recruitment process.
6. 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
7. Applications must be submitted online:

• Using English language only.
• Indicating all your job TOR.
• Indicating clear years of experience with each job (month/year)
• (NB: Successful candidates vetted as viable candidates through the application process will be retained on internal roster for a two-year period and may be given further consideration for future similar specific position advertised)

DEADLINE FOR APPLICATIONS

19 June 2022

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WFP never uses external recruitment agencies and recruitment is always free of charge. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

لا يستعين برنامج الأغذية العالمي بالمطلق بوكالات أو مكاتب توظيف خارجية، حيث إنّ عملية التوظيف دائماً مجانية. ويتم اتخاذ جميع القرارات الخاصة بعملية التوظيف بناءً على الاحتياجات المؤسسية والمتطلبات الوظيفية والكفاءة والاستحقاق والمؤهلات الفردية. ويلتزم برنامج الأغذية العالمي بتوفير بيئة عمل شاملة للجميع، تخلو من الاستغلال والاعتداء الجنسيين وجميع أشكال التمييز والتعسف في استخدام السلطة وكل أنواع التحرش كالتحرش الجنسي. لهذا كان لزاماً أن يخضع جميع المرشحين للوظائف الذين يقع الاختيار عليهم لعمليات تدقيق صارمة بهدف مراجعة خبراتهم وخلفياتهم.

Female applicants are especially encouraged to apply

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.