IT (SCOPE) Service Operations Analyst SC6

.

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

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, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.

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 Operations Analyst to join the Global SCOPE Service Operations (WFPs digital assistance platform) team based in Nairobi, Kenya.

STANDARD MINIMUM QUALIFICATIONS

Education: Bachelor’s degree in any business-related course, Computer Science, Information Technology or a related programme from an accredited University.

Should have at the least certification in ITIL3 Foundation and ITIL Service Operations and ITIL Continual Service Improvement from an accredited institution.

Experience:

4 years post-graduate in a Service Operations environment and progressive administrative work in support of a business function.

Proficiency in using Outlook365

Must have practical knowledge in the use of an IT Service Management tool including reporting.

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

• Experience with working in a Service Operations Unit setup.
• Conversance with the WFP SCOPE end to end process including the end-to-end SCOPE Service Operations processes
• Experience using Easy Vista and Azure DevOps.
• Experience working with WFP operations, especially CBT. Experience and knowledge working in the United Nations environment.

KEY ACCOUNTABILITIES (1)

Working in the SCOPE Service Operations Unit under the direct supervision of the Service Operations Lead, you will be responsible for the following duties: • Manage, monitor, and guide the Training Release and Access Management team members in their daily operations, delegating duties and authority where need be. • Coach and develop team members’ strengths and capabilities. • Be the project manager for any project covering the team’s area of operation and support. • Assist the Service Operations Lead in identifying new projects and services that the Service Operations team can offer. • Perform learning and development activities including knowledge management for all solutions supported by the Service Operations team. This includes offsite and onsite training. • Be an advisor and alternate to the Service Operations Lead (where called upon). • Work with the other Team Leads on the identification of areas of Continuous Service Improvement for the Service Operations team. • Be the direct supervisor of your team members, performing periodic performance reviews and advising on areas that require improvement. • Be the interface between your team and third-level support, including escalating any team requirements to the Service Operations Lead.

KEY ACCONTABILITIES (2)

• Mediate between end user requests and team member responses, ensuring efficient, accurate and timely responses and resolution to the end users. • Liaise with the Problem and Incident managers in analysis and resolution of reported incidents and problems. • Translate end user specifications to technical requirements and liaise with third-level support teams in development of the same. • Monitor usage of the Global Service Management tool, providing inputs and recommendations of changes where needed. • Provide business support services to the Service Operations unit such as travel requests, protocol, leave plans, staff availability calendars and events organization (trainings, boot-camps, retreats) • Maintain an updated clean stock record of all equipment allocated to the entire team and manage the issuance of equipment to team members. • Oversee and ensure that queue management, end user communication, team support and administrative services are all carried out effectively and efficiently. • Actively participate in presentations/demos of release candidates by third level support. • Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized. • Any other duty that may be assigned.

TERMS AND CONDITIONS

Grade: Service Contract, SC6 (G6 equivalent)

Duty Station: Nairobi, Kenya

Duration: 12 months

Unit/Division: TEC-M Service Operations

DEADLINE FOR APPLICATIONS

April 4, 2022

Only shortlisted candidates will be contacted

.

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.

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.