IT Ops Associate (Scope Analyst) SC6 (12 months Renewable Contract), Johannesburg

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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 world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to end global hunger. Every day, WFP works worldwide to ensure that no** child goes to bed hungry** and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their shattered lives. Present in nearly 80 countries, the organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to nutritious food and contribute to the lasting solutions, especially in many of the world’s most remote and fragile areas. We manage an operating budget of approximately $5.9 billion each year, distributing 12.6 billion rations to those most in need. We reach an average of 80 million people with food assistance in around 80 countries each year. The World Food Programme office in Johannesburg is a Regional Office coordinating and supporting the delivery of humanitarian assistance to 11 Southern Africa countries including, Mozambique, Zimbabwe, Zambia, Namibia, Lesotho, Eswatini, Botswana, Malawi, Madagascar, Democratic Republic of Congo, Congo Brazzaville. For more on WFP and what we do, please go to http://www.wfp.org/videos/zero-hunger

ORGANISATIONAL CONTEXT

The World Food Programme maintains a set of digital solutions to support Beneficiary Information Management, the operational parameters of the programmes and related transfer modalities while providing distribution reporting and assurances and insights to risk management. WFP is also expanding the portfolio of digital solutions and services (DASS) beyond the current SCOPE capabilities over the next couple of years.

JOB PURPOSE

This position will cover a second level support/business analyst role at the Regional Bureau to support users of SCOPE and other digital solutions in their ability to maximize efficiencies and effectiveness in the use of the platforms, expanding and complementing the reach of the Global support team in Nairobi.

KEY ACCOUNTABILITIES (not all-inclusive)

With a dedicated focus in the region and its context, but where also relevant globally, the incumbent will be responsible to: 1. Log all relevant incidents/service requests details, allocating categorization and prioritization codes, and resolve them according to established procedures 2. Work on the service desk “Follow the sun” shift as per Service Management procedures. 3. Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices in RBJ. 4. Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team. 5. Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction, responding to incident requests within SLA timelines 6. Liaise with Digital Assistance Services Product Development and Service Support teams in Nairobi when new functionality is introduced and support its implementation. 7. Participate together with the Service Support team in testing release candidates of digital solutions, perform testing and execute test plans 8. Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable. 9. Manage high severity incidents, to ensure the correct reporting, escalation and resolution 10. Perform initial analysis for Incidents that can become Change Requests or Problems. 11. Report daily to the Senior Regional Service Support (RSS) officer on status of his activities and/or, as required, escalate blocking issues. 12. Report weekly to the Regional Business Transformation officer, together with the Senior RSS, on issues that require higher level escalation. 13. Work within the rules, guidelines, principles and deadlines of the DASS agile (Scrum) solution process 14. Work within the rules, guidelines, principles of ITIL service management 15. Be available out of office hours for extraordinary support tasks 16. Any other duties as assigned by the supervisor

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
• Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
• Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
• Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.

People

• Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
• Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
• Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
• Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.

Performance

• Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
• Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
• Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
• Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.

Partnership

• Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
• Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
• Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.

STANDARD MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED

Education: University degree in information technology, business management or other relevant field, or related trainings is desirable and would be an advantage. Training and knowledge of business analysis methodologies would be an asset.

Experience: At least 5+ years of progressively responsible professional experience in humanitarian aid operations and/or project management or change management, preferably in an IT context.

Languages: Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

DESIRABLE 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 diagnose and rectification of errors.
• Customer oriented oral and written communication skills.

CONTRACTUAL INFORMATION

• This is a 12 month Renewable Service Contract
• Net monthly salary range R26 872 - R38 869
• Benefits: 24 days Annual Leave, Social Security & Medical Insurance

DEADLINE FOR APPLICATIONS

Wednesday, 29 December 2021, 23:59 South African Time.

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This position is only open to South African Nationals.

Qualified female 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.