IT Solutions Associate (Digital Assistance Services) G6

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WFP - World Food Programme

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Application deadline 1 year ago: Tuesday 7 Jun 2022 at 01:59 UTC

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🚩 Vacancy Announcement n°: 164123

📢 Job Title: IT Solutions Associate (Digital Assistance Services)

📌Type of Contract: General Services - G6

📢 Number of Positions: 2

➡️ Unit / Division: TEC Unit (Technology Division)

📍 Duty Station: Dakar, Senegal

➡️ Duration: 12 months (renewable)

BACKGROUND AND PURPOSE OF THE POSITION:

About WFP:

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. 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.

To learn more about WFP, visit our website and follow us on social media to keep up with our latest news: LinkedIn, Instagram, Facebook, and Twitter.

The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to manage:

  • the identities and entitlements of its beneficiaries,
  • the operational parameters of the programmes that transfer benefits to them, and
  • the assurances and insights to ensure related risks are properly managed,
  • the collection and storage of data for questionnaires and surveys,
  • as well as multiple solutions to manage, analyze, and visualize data.

What will you do in this position?

SCOPE is WFP’s beneficiary and transfers management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer, and distribution reporting. SCOPE is intended and continuously developed and improved to fully support all WFP transfer modalities: cash, voucher, and in-kind, for a variety of project activities. WFP also plans to develop/use a broader set of tools and provide related services beyond the current SCOPE capabilities.

To support SCOPE users in their ability to maximize the SCOPE platform, there is a dedicated Service Support function servicing the globe. The SCOPE Service Support (Operations) team is based in Nairobi, Kenya with an extended presence in each of WFP’s Regional Bureaux. The team provides technical support to over 3,000 WFP users in 60 Country Offices (CO) as well as to external users.

The staff from the Country Offices of the Western Africa region, as well as those from the Regional Bureau (RB), need support in several digital solutions used to collect, manage, store, and analyze beneficiary data or provide services to beneficiaries. Such tools include MoDA, our implementation of ODK, as well as School Connect, a platform to manage school students' information, and others.

To ensure the effective operation of SCOPE and of the other digital tools of WFP, there are Regional Support positions at the Regional Bureau, that work in concert with the SCOPE Service Support team in Nairobi, predominantly, and with the support teams corresponding to the other digital solutions, providing technical support as well as training and orientation to the RB and COs staff.

This position will cover a Digital Assistance Services (DAS)/SCOPE regional support role.

The incumbent will travel to different offices of WFP in the West Africa region on missions to deliver training and support implementations, though most of the work will happen from the RB offices in Dakar. These missions often last one week but may take place over several weeks, sometimes longer.

The incumbent will work under the direct supervision of the IT Officer (Regional Digital Services Support Manager).

ACCOUNTABILITIES/RESPONSIBILITIES:

With a dedicated focus on the region and its context, but where also relevant globally, the incumbent will be responsible to:

  • Log all relevant incidents/service request details, allocating categorization and prioritization codes.
  • Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices of the West Africa regions.
  • Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
  • Resolve or escalate incidents and service requests according to established procedures, within the time limits established by the Service Level Agreements (SLAs).
  • Work proactively to ensure prompt resolution of support issues and the highest possible levels of end-user satisfaction.
  • Work within the rules, guidelines, principles, and deadlines of the SCOPE agile (Scrum) solution process.
  • Work on the service desk “Follow the sun” shift as per Service Operations procedures.
  • Liaise with SCOPE Product Development team and SCOPE Service Support team in Nairobi when new functionality is introduced and support its testing and implementation.
  • Participate together with the SCOPE Service Support team in testing release candidates.
  • Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
  • Manage high severity incidents, to ensure their correct reporting, escalation and resolution.
  • Perform initial analysis for Incidents that can become Change Requests or Problems.
  • Report daily to the Head Regional Service Support (RSS) officer on the status of his/her activities and/or, as required, escalate blocking issues.
  • Report weekly to the Senior RSS, on activities in general and issues that require higher-level escalation in particular.
  • Report weekly to the Head RSS when in mission.
  • Produce written mission reports for each mission, physical or virtual.
  • Be available out of office hours for extraordinary support tasks.
  • Any other duties as assigned by the supervisor.

SPECIFIC QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: University degree in information technology, business management, or another relevant field. Training and knowledge of business analysis methodologies is an asset.

Experience:

  • At least 6 years of progressively responsible professional experience in implementing software systems and providing technical support.
  • Experience in dealing with and managing customers.
  • Experience in business analysis troubleshooting procedures, such as diagnosing and rectifying errors.
  • Experience providing training on technical matters and/or software applications.
  • Experience in humanitarian aid operations and/or project management or change management, preferably in an IT context is an asset.

Knowledge & Skills:

  • Customer orientation, patience, willingness to help, guide, and support.
  • Very good communications skills, both orally and in writing.
  • Team worker, desire to share, learn and constantly improve procedures, documents, etc.
  • Experience dealing with data, cleaning of data, revision of data, and data exchanges.
  • Good command of Excel.
  • Knowledge of IT Service Management processes such as Incident, Problem, Change, Access, and Configuration Management, according to ITIL v.3 best practices is an asset.

Language:

  • Fluency in French and English languages (oral and written)

Closing date: 6 June 2022

All employment decisions are made on the basis of organisational 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 UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Join 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.

Added 1 year ago - Updated 1 year ago - Source: wfp.org