IT Operations Associate G6, Baghdad, Iraq

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The United Nations World Food Programme (WFP) is the world’s largest humanitarian organization, saving lives in emergencies, building prosperity, and supporting a sustainable future for people recovering from conflict, disasters, and the impact of climate change. In 2022 WFP supported 711,635 people in Iraq. Through providing food for vulnerable people, skills to build futures, and enhanced social protection, WFP is helping the Government of Iraq build people’s food security and resilience. For more information, see wfp.org/countries/iraq and ar.wfp.org/countries/iraq.

ORGANIZATIONAL CONTEXT

At this level, job holders are expected to 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 holders are expected to manage resources and coordinate with a team of support staff.

JOB PURPOSE

The IT Operations Associate will demonstrate responsibility and initiative to respond independently to queries with only general guidance. They will use judgment in dealing with unforeseen problems daily. Job holders are expected to manage resources and coordinate with a team of support staff

Reporting to the IT Operations Officer, the position will coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services.

KEY ACCOUNTABILITIES

1.Carry out system and hardware maintenance tasks, such as running specialised network monitoring and system protection, to ensure technology is running effectively.

2.Monitor technology reliability, identify user needs, analyse data and produce accurate reports in order to recommend IT solutions to support informative decision-making.

3.Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff.

4.Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.

5.Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.

6.Implementation of hardware and software systems in order to provide WFP staff with the tools they need to perform effectively.

7.Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.

8.Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided.

9.Installation and maintenance of end-user IT systems and equipment, to ensure optimal services in compliance with standard operations procedures.

10.Coordinate with a team of IT helpdesk support staff to ensure WFP staff receive timely and appropriate user and desktop support services.

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

STANDARD MINIMUM QUALIFICATIONS

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

Experience: At least 6 years Information and Communications Technology (ICT).

Languages: Fluency (Level C) in both oral and written English and Arabic

Skills and knowledge

•Knowledge of Microsoft Windows Desktop Environment and Office 365.

•Experience providing remote and onsite support to users via MS Teams.

•Experience provisioning mobile and desktop devices.

FUNCTIONAL CAPABILITIES:

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: Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved.

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:Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.

TERMS AND CONDITIONS

Position Title: IT Operations Associate

Contract Type: Fixed Term

Grade: G6

Duty Station: Baghdad, Iraq

Salary: Starting at USD 2538.42 per month.

Medical Plan: Valid medical plan for the staff member, spouse, and dependent's children under 18 years

Annual Leave: 30 working days (paid) per year

DEADLINE FOR APPLICATIONS

Applications close on 24th May 2023

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Qualified women and people with physical impairments are strongly encouraged to apply.

WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.