Senior IT Operations Associate S7 (6 Months Renewable Contract) Namibia, Windhoek

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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.

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to end global hunger. 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 is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their shattered lives. Present in nearly 80 countries, the organization has the global footprint, deep field presence and local knowledge and relationships 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. We manage an operating budget of approximately $5.9 billion each year, distributing 12.6 billion rations to those most in need. We reach an average of 80 million people with food assistance in around 80 countries each year. The World Food Programme office in Johannesburg is a Regional Office coordinating and supporting the delivery of humanitarian assistance to 11 Southern Africa countries including, Mozambique, Zimbabwe, Zambia, Namibia, Lesotho, Eswatini, Botswana, Malawi, Madagascar, Democratic Republic of Congo, Congo Brazaville.

For more on WFP and what we do, please go to http://www.wfp.org/videos/zero-hunger

The United Nations World Food Programme 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.

JOB PURPOSE

To lead Information Technology maintenance and support activities to enable the effective delivery of IT services

STANDARD MINIMUM QUALIFICATIONS

Education

• An advanced university degree in Management Information Systems, Information Technology or other related field, or First University degree with additional years of relevant work experience.
• At least 2 years of relevant professional experience working with incident Management Systems.
• Proficiency in using MS Office; and other communications applications such as Skype.
• Excellent client orientation, customer service and communication skills.
• Strong skills preparing documentation.
• Excellent interpersonal, inter-cultural competencies and team player.
• Proficiency in writing and verbal communication in English.
• ITIL foundation Certification is desirable and full understanding of ITIL principles and processes.
• Fluency in English and one other UN language (optional), both written and oral.

Experience: Six (6) years of relevant work experience.

ORGANIZATIONAL CONTEXT

These jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). The Job holders report to a Head of the Unit, Chief or Information Technology Officer. At this level job holders typically have independent responsibility for technical, specialized work including planning, organization, coordination and setting objectives. They deal with issues that are often undefined and involve areas of uncertainty and complex inter-relationships. The instructions received are broad and the job holders are expected to consistently demonstrate a high degree of personal responsibility and initiative to respond independently to queries. Job holders have a level of IT expertise and knowledge to adapt and develop standard systems and processes in order to continually improve the level of support provided. Job holders are typically expected to motivate and develop a team of support staff and/or are responsible for specialized support service(s) where the work is undertaken with the help of specially designed techniques, methods and processes.

KEY ACCOUNTABILITIES (not all-inclusive)

Reporting directly the Project Manager, with a technical reporting line to the Regional Business Transformation Officer based in Johannesburg, South Africa. The Service Support Analyst will perform the following functions:

1. Provide direct support during go-live operations including but not limited to on-site or remote training;
2. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;
3. Provide application management support to users on issues related to relevant master data, user management and system configuration;
4. Troubleshoot, interpret problems and provide technical support on hardware, software, and systems issues by remote connection to user’s machine under different environments.
5. Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
6. Communicate with users and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;
7. Provide project management support to new SCOPE Implementations in Namibia.
8. Seek guidance and support from other SCOPE teams located in the Regional Bureau and Headquarters.
9. Participate in meetings with the Country Office and other stakeholders.
10. Develop Standard Operating Procedures for SCOPE-related activities.
11. Represent WFP in regular coordination and other key meetings on SCOPE.
12. Responsible for SCOPE inventory management (e.g. physical stock verification, reporting, etc). Provide training on SCOPE including coordination of in-field training and support where needed

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
• Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
• Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
• Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.

People

• Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
• Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
• Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
• Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.

Performance

• Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
• Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
• Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
• Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.

Partnership

• Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
• Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
• Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.

FUNCTIONAL CAPABILITIES

Capability Name Description of the behaviour expected for the proficiency level Governance, Strategy and Architecture Shares knowledge of IT governance process and system architecture development with team and analyses current designs for improvements and enhancements while ensuring compliance with legislation and specifies any required changes. Change Implementation, Project management, Planning and Optimization Utilises working knowledge of project and change management approaches to collect and analyse relevant data from multiple stakeholders to develop evidence-based business case for change. Technical Expertise Exhibits deep technical knowledge in area of expertise and actively transfers knowledge to strengthen the skill base across the function; considers the most appropriate use of technical resources to ensure skill development and optimization of resource allocation. Service Management Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved. Client Management Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions. Procurement and Contract Management Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has participated in development of IT governance processes. • Has gained additional exposure building relationships with the business counterparts on key IT initiatives. • Has experience project managing small country level IT initiatives. • Has coached, trained and mentored junior staff on building their technical capabilities.

Skill and Knowledge:

• Analytical and strong organizational skills

  • Critical thinking and problem solving
  • Ability to effectively prioritize and execute tasks while under pressure
  • Knowledge and experience in ERP or CRM system implementation
  • Experience in software developmenet

  Languages:

• Proficiency in writing and verbal communication in English is requisite;

  • Working knowledge of one or more local languages spoken in the country is essential.

Compensation Data

• This is a 6 month Renewable Sevice Contract
• Net monthly salary range: NAD34,373-00 to NAD45,373-00
• Benefits: 12 Days Annual Leave & Medical Insurance

DEADLINE FOR APPLICATIONS

This Vacancy Announcement will close on Monday the 8th of February 2021 at 23:59, Namibia Windhoek time.

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This position is only open to Namibian Citizens OR candidates with a Namibian Permanent Residence Permit

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.