IT Operations Associate, SC 6, Addis Ababa, Ethiopia

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of extreme weather shocks.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

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• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

Job title: IT Operation Associate

Grade : SC 6

Unit: TEC

Duty Station (City, Country) : Addis Ababa, Ethiopia

Duration: Twelve (12) Months

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority)

• Incident and Service Request Management: Log, categorize, prioritize, and provide 2nd line support and troubleshooting for incidents/service requests from WFP Country Offices.
• Resolution and Escalation: Resolve or escalate issues promptly according to established SLAs and procedures, including managing and escalating high severity incidents.
• Proactive User Satisfaction: Work proactively to ensure prompt resolution of support issues and achieve the highest possible levels of end-user satisfaction.
• SCOPE Agile Support: Work within the rules and deadlines of the SCOPE agile (Scrum) solution process and participate in the service desk "Follow the sun" shift.
• New Functionality Implementation & Testing: Liaise with SCOPE teams, support the testing and implementation of new functionality, and participate in testing release candidates.
• Guidance and Analysis: Assist in writing region-specific usage/troubleshooting instructions and perform initial analysis for incidents that may become Change Requests or Problems.
• DAS (Digital Assistance Services) Infrastructure: Design, install, and set up DAS-related technologies (tabs, smartphones, network equipment like routers, switches, links, etc.) and conduct technical infrastructure assessments in field locations.
• Digital Business Support & Roll-out: Provide digital support, collect business requirements, identify suitable digital solutions, and support the roll-out of corporate systems (SCOPE, School Connect, Partner Connect, Easy Vista).
• GDT (General Digital Technology) Infrastructure: Coordinate, budget, plan, deploy, and continuously improve GDT infrastructures, including leading digital beneficiary registrations and proactively checking systems for inefficiencies.
• Reporting, Procurement & Training: Report daily/as required to the Head RSS Officer, provide data/documentation for DAS equipment procurement, prepare reports on DAS investments/costs, and provide standard technical training on DAS technology and systems.
• Collate data and contribute to the preparation of accurate reports on DAS investments and costs, providing information to inform decision-making by stakeholders.
• Provide IT training to DAS staff and guide junior team members.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.

Experience: A minimum of 6 years of experience

• In technology development and implementation.
• In the roll-out of technology solutions for the international humanitarian and development sector.

Language: Fluency (level C) in English language.

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: the employer’s official contact

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• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.
• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.
• If you experience technical issues while submitting your application, you may contact us at the employer’s official contact . Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply .
• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.
• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

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.