Product Support and Adoption Analyst (Remote)

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

Who we are looking for: We are seeking to identify a Product Support and Adoption Analyst

What we offer: An International Junior Consultancy Contract of up to 11 months from start date will be offered to the selected candidate.

Workplace: You will be expected to work from remote with working hours GMT+1. You will interact with a diversified team spread in different locations.

ORGANIZATIONAL CONTEXT:

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP Technology Division (TEC, formerly known as the IT Division) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations.

Under the supervision and guidance of the Product Support and Adoption Lead, the Product Support and Adoption Analyst will work on the maintenance, front end application support and training activities provided to Business Units for IT corporate products delivered at WFP.

The Analyst will also take over standard basic support tasks for products that are handed over to the IT Service Management branch both from other Technology units and the Business to maintain a reliable and high-level quality of service for WFP applications delivered to key business units, users and inter-agency partners. The incumbent will work also on the standardization of procedures and support, including communication material and guidance for end users, while collecting feedback to identify improvements for the service.

ACCOUNTABILITIES/RESPONSIBILITIES:

1. Support in the production of communication material around IT products;
2. Produce and update guidance on corporate products;
3. Help with the analysis of statistics on corporate products on a regular basis;
4. Make presentations to the business as required;
5. Organize, facilitate and send recap of meetings;
6. Assist in performing quality control for IT solutions whose support was handed over to the Service Management Branch;
7. Assist in collecting requirements, define workflows and review/amend end user material, including FAQs;
8. Assist in preparing training material and modules, either autonomously or assisting other team members;
9. Troubleshoot application usability issues;
10. Assist in mapping Business Requirements to existing Service Management-managed solutions;
11. Manage Service Requests (tickets) using the corporate Service Management tool;
12. Liaise between the Product Support and Adoption Team and other Service Management/Digital Solutions Delivery Teams to troubleshoot and resolve user issues, and to proactively resolve usability issues;
13. Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED

Education:

University Degree in Social Sciences, Information Technology, Communications or related field

Experience:

• 1 year or more of professional experience in project management related activities, experience in the adoption of IT tools and in the support of technological platforms

Technical Skills & Knowledge:

• Excellent communication and collaboration skills and ability to work in multicultural contexts
• Experience with Office365 products and integration with other mission critical enterprise systems
• Detailed knowledge of installing, configuring, provisioning and maintaining SharePoint Systems
• Proven ability to automate processes within a business environment

• Ability to train users on using corporate digital tools and on how to improve and automate processes

  Language:

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

TERMS AND CONDITIONS:

WFP offers a competitive compensation package, which will be determined by the contract type and selected candidate’s qualifications and experience.

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org Click on: "Our Work" and "Countries" to learn more about WFP's operations.

Deadline for applications: 07 October 2021 at 11:59pm Rome time

REF: 150115

Qualified female applicants and qualified applicants from developing countries 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.

Saving lives, changing lives