SCOPE (IT) Service Operations Analyst SC4 (G4 equivalent)

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WHAT IMPACT WILL YOU MAKE WORKING WITH THE LARGEST HUMANITARIAN AGENCY FIGHTING HUNGER WORLDWIDE?

My WFP Story

“I love working at WFP because it provides me with the opportunity to impact local and international communities every day through my work” -ICT Assistant

WFP is currently seeking to fill the position of SCOPE Service Operations Analyst SC4 - G4 equivalent

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.

In emergencies, WFP gets food to where it’s needed, saving lives of victims of war, civil conflicts and natural disasters. After an emergency, WFP uses food to help communities rebuild their shattered lives. Present in 80 countries, the organization has the global footprint, deep field presence and local knowledge and relationship necessary to provide access to nutritious food and contribute to the lasting solutions, especially in many of the world’s most remote and fragile areas. WFP’s greatest strength is its dedicated people working tirelessly around the world to reduce hunger, often under difficult conditions where security threats and risks to personal safety are considerable.

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 nine countries: Burundi, Djibouti, Eritrea, Ethiopia, Kenya, Rwanda, Somalia, South Sudan and Uganda.

JOB PURPOSE

To offer efficient and effective business analysis and service operations support to all digital solutions supported by the SCOPE Service Desk, enabling Country Offices to deliver assistance promptly to beneficiaries, in line with WFP’s strategy.

STANDARD MINIMUM QUALIFICATIONS

Education: Diploma in Computer Science, Information Technology or related programme from an accredited University.

Working Experience: Two years post graduate work experience in a Service Operations environment. Must have practical knowledge in use of an IT Service Management tool, including queue management, reporting and data analysis. Proficiency in Outlook 365.

Language: Fluency in both oral and written English. Intermediate knowledge of French would be an advantage.

TECHINICAL SKILLS AND KNOWLEDGE

Experience with working in a Service Operations Unit setup.

Experience in data analysis and visualization & reporting.

Conversance with the WFP SCOPE end to end process including the end to end SCOPE Service Operations process.

Experience working with Easy Vista (ITSM) and Azure DevOPs

Experience and knowledge working in the United Nations environment

KEY ACCOUNTABILITIES (not all-inclusive)

What you will do:

1. Carry out Access Management on the different platforms and solutions that are supported by the team. This includes business analysis where need be.
2. Perform analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for remote users as needed.
3. Maintain a very high level of FCR (First Contact Resolution Rate) with end users.
4. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized.
5. Communicate with end users and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary.
6. Participate in presentations/demos of release candidates by third level support. And pass on the knowledge to the team members.
7. Provide data extraction reports as per end user request.

KEY ACCOUNTABILITIES : Cont

What you will do:

8. Perform the activities under the direct supervision of the respective Team Lead and undertake additional tasks as required.

9. Advise the Team Lead on any areas that require improvement.

10. Adhere to the laid down team procedures while maintaining healthy interpersonal relationships.

11. Analyze and translate end user specifications to technical requirements.

12.Any other duty that may be assigned.

TERMS AND CONDITIONS

Type of Contract:

Service Contract -SC (G4 Equivalent)

Duty Station:

Nairobi Regional Bureau, Kenya

Contract Duration:

6 Months

DEADLINE FOR APPLICATIONS

21st of February 2022

Only shortlisted candidates will be contacted

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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.