IT (SCOPE) Service Desk Web Developer & Analyst SC6

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SAVING LIVES.CHANGING LIVES.

WHAT IMPACT WILL YOU HAVE WORKING WITH US?

My WFP Story "There is great unmatched satisfaction in serving our beneficiaries and working in a highly multi-cultural environment such as WFP comes with great learning lessons.” - IT Operations Officer

The United Nations World Food Programme (WFP) seeks individuals 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

Female applicants are especially encouraged to apply

ABOUT WFP

The mission of WFP is to help the world achieve Zero Hunger in our lifetime. 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.

The WFP Regional Bureau for Eastern and Central Africa (RBN) is based in Nairobi and provides strategic direction, technical guidance, resource mobilization and management support to WFP operations and activities in ten countries: Burundi, Djibouti, Eritrea, Ethiopia, Kenya, Rwanda, Somalia, South Sudan , Sudan and Uganda.

JOB PURPOSE

We are seeking to fill the position of a Service Desk Web Developer & Analyst (Team Lead) to join the Global SCOPE Service Operations (WFPs digital assistance platform) team based in Nairobi, Kenya.

STANDARD MINIMUM QUALIFICATIONS

Education: Bachelor’s degree in Computer Science or Information Technology from an accredited University.

Experience:

2 -3 years post-graduate work experience in a development environment which 2 additional years of IT-related experience.

Must have knowledge in the use and implementation of Python Programming Language.

Must have knowledge of Agile Development Techniques. Proficiency in Database and Web Applications design and development using Django Framework. Proficiency in using Outlook365, PostgreSQL and Secure Shell.

Must have practical knowledge in use of an IT Service Management tool

Language: Fluency in both oral and written communication in English is essential. Official UN language is an added advantage especially French and/or Spanish.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Conversance with the WFP SCOPE end to end process including the end to end SCOPE Service Operations process.
• Experience working with WFP operations especially CBT. Experience and knowledge working in the United Nations Environment.
• Certification in ITIL3 Foundation from an accredited institution Experience in the use of Easy Vista (ITSM) and Azure DeVops.

KEY ACCOUNTABILITIES 1/2 (not all-inclusive)

Working in the SCOPE Service Operations Unit under the direct supervision of the Operations Manager and overall reporting to both the Operations Manager and the Head of Unit, the candidate will be responsible for the following duties:

• Manage, monitor, and guide the team members in their daily operations, delegating duties where need be; coach and develop team members’ strengths and capabilities.
• Support the SCOPE Service Operations Unit by writing python scripts for modification/extraction of data on the digital assistance platform as per requirements.
• Be the project manager for any project covering the team’s area of operation and support.
• Maintain a very high level of FCR (First Contact Resolution Rate) to regularly develop troubleshooting flowcharts, utilization, and contribution to knowledge management resources to achieve faster resolution and higher FCR.
• Maintain a repository of already written scripts, cache configuration files, and SOPs around these while performing peer code review on the same.
• Be the single first point of contact for any queries and escalations that touch on the operations of the respective team.

KEY ACCONTABILITIES 2/2

• Organize team initiatives while managing the team members’ interpersonal relationships.
• Be the interface between your team and third-level support, including escalating any team requirements to the Operations Manager.
• Mediate between end-user requests and team member responses, ensuring efficient, accurate, and timely responses and resolution to the end-users.
• Work with the other Team Leads on the identification of areas of Continuous Service Improvement for the Service Operations team.
• Perform detailed analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for remote users as needed.
• Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration, etc.
• Perform offsite and onsite SCOPE go-live missions and training where needed

TERMS AND CONDITIONS

Grade : Service Contract, SC6 (G6 equivalent)

Duty Station : Nairobi, Kenya

Duration : Initial 6 months

Unit/Division: TEC-B Service Operations

DEADLINE FOR APPLICATIONS

August 18 , 2021

Only shortlisted candidates will be contacted

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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.