Back IT Operations Assistant (SCOPE)

DEADLINE FOR APPLICATIONS

From 27 February 2020 till 12 March 2020

TYPE OF CONTRACT/DURATION

Type of contract: Service contract

Duration: One year

ABOUT WFP

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.

ORGANIZATIONAL CONTEXT

IT Operations Assistant (SCOPE) will report directly to the Business Transformation Officer responsible for SCOPE operations and who is based at the Country Office in the Beneficiary IT Services Team.

JOB PURPOSE

The incumbent is expected to deliver and complete a wide range range of WFP beneficiary and transfer management system (SCOPE) operations support activities. Specifically, support is to be provided to WFP business units at the South Area office, WFP cooperating partners and other partners who are SCOPE platform users in order to facilitate effective assistance and service delivery.

The incumbent will apply their knowledge and skills to ensure that sub-office level technical implementation needs and expectations for SCOPE operations are fully met. And that relevant business inputs are provided to the continued development of SCOPE to address emerging operational challenges.

KEY ACCOUNTABILITIES (not all-inclusive)

• Conduct micro IT assessments in designated operational areas and prepare reports to inform decisions on SCOPE implementation.
• Prepare implementation plan for rollout of SCOPE based on solution design for the interventions that Area Office is responsible for.
• Define SCOPE operations roles for WFP and partner staff, retailers and ensure that they have the correct access to the system.
• Provide training and on-the-job coaching to SCOPE users including familiarising them with new functionality so that they can use the system effectively.
• Coordinate SCOPE implementations, ensuring collaboration and seamless interaction amongst users in the different business units.
• Respond to a variety of end user business and technical queries about SCOPE to enable efficient delivery of assistance.

• Strengthen beneficiary data management at SO level by ensuring compliance with corporate and CO data standards.

• Perform testing, deployments of hardware and software including identification of problems, to contribute to the effective functioning of SCOPE.

• Identify functionality gaps arising from deep field operational requirements and suggest improvements to methods and processes in order to support the continuous improvement of SCOPE services.

• Follow SCOPE emergency response processes and procedures as required to provide support in enabling emergency assistance needs.

• Perform any other duties as required.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary Information Technology qualification at certificate, diploma or degree level is desirable.

Language: Fluency in both oral and written communication in English and Arabic

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• At least four years of progressively responsible IT operations or support work experience in an engaging and dynamic workplace environment.
• Experience of successfully understanding and contributing to achieving key objectives in support of service plans in a service-orientated environment.
• Experience with the application of client services standards to resolve or escalate clients’ service problems.
• Has experience resolving more complex technical issues.

Knowledge & Skills:

• Awareness of overall IT governance structure and system architecture development to support processes and assist in design of interaction between systems.
• Understanding of project management principles to provide estimates on timing, resource utilisation and costs to facilitate the project planning process.
• Demonstrate continuous updates of knowledge about new technologies and product modifications.
• Understand and follow established standards and protocols for service excellence in IT operations to maintain quality of delivery and high levels of customer satisfaction.
• Exhibit detailed understanding of customer requests in order to effectively address and manage internal customer needs including identification of recurrent issues to propose long-term solutions.
• Ability to develop and maintain relationships with a range of individuals in order to provide a high quality support service.
• Good communication skills required to give and receive information and work with a variety of individuals.
• Ability to prioritise, multi-task, coordinate workloads, and work under pressure to meet deadlines.
• Ability to be creative yet analytical with a logical mind and an eye for detail.
• Ability to work unsupervised and under own initiative

TERMS AND CONDITIONS

• Please upload your professional CV in English in PDF format making sure to include the following in terms of “Experience”:

  • Company/Organization name and scope of work of the organization
  • Exact Position Title
  • Contract type: part-time, full-time, volunteer, consultant, or freelancer
  • Start and End date of Employment for each position: From (dd/mm/yyyy) to (dd/mm/yyyy)
  • Responsibilities: To mention the main responsibilities that highlight your gained skills and experience
• A proof of your experience will be required in the final stage of recruitment.
• Only short-listed candidates, who meet the minimum requirements for the advertised position, shall be contacted. Candidates must get an auto confirmation email once application is submitted.