Product Support and Adoption Specialist (Remote)
Provide product support and guide knowledge management processes
This opening expired 4 years ago.
Do not try to apply for this job.
Overview
Provide product support and guide knowledge management processes
You have:
- University Degree in Social Sciences, Information Technology, Communications or related field
- 3-5 years of professional experience in project management related activities
- Excellent communication and collaboration skills
- Experience in knowledge management best practices
- Experience with Office365 products and integration with other mission critical enterprise systems
- Fluency in oral and written English
- Intermediate knowledge of another official UN language or Portuguese is desirable
=
=
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 Specialist
What we offer: An International 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:
Under the general supervision of the Chief of TECM and the Head of the TECM Service Delivery Unit,
and direct supervision of the Product Support and Adoption Team Lead, the Product Support and
Adoption specialist is accountable for the maintenance, front-end application support and training
activities provided to Business Units, for IT corporate products delivered at WFP.
The specialist will also take over the standardization of the support provided on products that are
handed over to the IT Service Management Division, both from other Technology units and the
Business, in order to maintain a reliable and high-level quality of service for WFP applications delivered to key business units, users and inter-agency partners.
The specialist will work also on the Knowledge management internal processes in the unit and will
contribute to the communication strategy of the team, including guidance for end users and businesses.
The specialist will also oversee activities and conversations in the corporate channels to collect feedback and identify improvements for the service
ACCOUNTABILITIES/RESPONSIBILITIES:
- Support and provide guidance on the knowledge management processes internal to TECM to
streamline and improve the information and knowledge sharing, by contributing to the strategy, producing guidance and training sessions for internal audience
- Advise and support on building a new knowledge management framework for the unit and produce best practices to facilitate its implementation
- Produce relevant technical guidance and best practices around the corporate products the team
Supports
- Work on the strategy and framework related to the support model in place
- Produce reports and analyse statistics on the corporate products to suggest improvements
- Make presentations, including at high level, as required
- Contribute to the coordination of team activities and facilitate meetings
- Contribute to the coordination of activities within Service Management, and between the Service Management Branch and the Business
- Assist in performing quality control for IT solutions whose support was handed over to the Service Management Branch
- Train Business Units users in the usage of all the packages offered by the Product Support Team
- Collect requirements, define workflows and review/amend hand over material, including FAQs for end-users
- Troubleshoot application usability issues
- Map Business Requirements to existing Service Management-managed solutions
- Manage Service Requests (tickets) using the corporate Service Management tool
- Liaise between the Product Support Team and other Service Management/Digital Solutions Delivery Teams to troubleshoot and resolve user issues, and to proactively resolve usability issues
- Perform other related duties as required.
QUALIFICATIONS & EXPERIENCE REQUIRED
Education:
University Degree in Social Sciences, Information Technology, Communications or related field
Experience:
3-5 years 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 in knowledge management best practices
- Experience with Office365 products and integration with other mission critical enterprise systems
- Detailed knowledge of support aspects
- Proven ability to produce high level material for different types of audience
- Ability to provide support to end users on KM corporate products
- Ability to train users on best practices regarding information and knowledge sharing
Knowledge of CMS systems highly desirable
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: 12 May 2022 at 11:59pm Rome time (CET/CEST)
REF: 162050
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
Potential interview questions
| Can you describe a time when you had to train a team on a new tool or process? | This question assesses your training skills and ability to communicate complex information. | Discuss specific methods you used to convey information clearly and how you gauged understanding. |
| How do you approach gathering feedback from end-users about software solutions? | The interviewer wants to understand your process for improving product support based on user input. | Pro members can see the explanation. |
| Describe how you would handle a situation where a key business unit is dissatisfied with IT support. | Pro members can see the explanation. | Pro members can see the explanation. |
Added 4 years ago
-
Updated 1 year ago
-
Source:
wfp.org
