DEADLINE FOR APPLICATIONS1 October 2024-23:59-GMT Greenwich Mean Time (Dakar)
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
ABOUT WFP
The World Food Programme is the worldโs 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 climate change.
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.
To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.
WHY JOIN WFP?
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).
BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to manage:
the identities and entitlements of its beneficiaries,
the operational parameters of the programmes that transfer benefits to them, and
the assurances and insights to ensure related risks are properly managed, as well as multiple solutions to address digital needs in the region, for a multitude of scenarios, such as School Feeding, Data Collection, Data Visualization, etc.
SCOPE is WFPโs beneficiary and transfer management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer, and distribution reporting. SCOPE is intended and continuously developed and improved to fully support all WFP transfer modalities: cash, voucher and in-kind, for a variety of project activities. WFP also plans to develop/use a broader set of tools and provide related services beyond the current SCOPE capabilities.
To support SCOPE users in their ability to maximize the SCOPE platform, there is a dedicated Service Support function servicing the globe. The SCOPE Service Support (Operations) team is based in Nairobi, Kenya with extended presence in each of WFPโs regional bureaux. The team provides technical support to over 3000 WFP users in 60 Country Offices as well as to external users.
The staff from the Country Offices of the region, as well as the one from the Regional Bureau need support as well in other digital solutions used to collect, manage, store, analyse beneficiary data or to provide services to beneficiaries. Such tools include MoDA, our implementation of ODK, as well as School Connect, a platform to manage school studentsโ information, and others.
To ensure the effective operation of SCOPE and of the other digital tools of WFP, there are Regional Support positions at the Regional Bureaus, that work in concert with the SCOPE Service Support team in Nairobi, predominantly, and with the support teams corresponding to the other digital solutions, providing technical support as well as training and orientation to the RB and COs staff.
The West Africa DAS (Digital Assistance Services) team, composed of 6 staff, provides a range of services regarding SCOPE as well as other digital needs. One such service is the Technical Service Support: ensuring that the applications are properly configured, and running, providing trainings, support, data cleaning services, assessments, orientation, etc.
The DAS Regional Service Support (RSS) team is composed of 3 staff and work under the direct supervision of the Regional Digital Assistance Services (DAS) Team Coordinator.
The incumbent will travel to different offices of WFP in the West Africa region on missions to deliver trainings and support implementations, though most of the work will happen from the RB offices in Dakar. These missions often last one week, but may take place over several weeks, sometimes longer.
KEY ACCOUNTABILITIES
With a dedicated focus in the region and its context, the incumbent will be responsible to:
Contribute to capturing, analysis and documentation of business requirements for IT solutions and services following WFP policies, standards and strategies.
Work with more senior team members to communicate business requirements to business counterparts, for a shared understanding of the requirements and effective implementation of strategies/plans.
Contribute to the baselining and tracking of business requirements through to implementation for efficient management of change.
Test and analyze IT solutions and document the match against business requirements for quality and accuracy.
Maintain contacts with business counterparts to bring their requests into IT and keep them informed of actions.
Maintain up-to-date the service catalog of IT solutions offered to the business, including current, retired and those in the pipeline to support effective knowledge management.
Review how IT service levels align with SLAs for solutions or services focused on the business and alert service managers of discrepancies. Assist to survey business satisfaction with IT solutions and services.
Support project managers in managing estimates, business cases, planning, risk identification, issue management for the effective delivery of IT solutions.
Adhere to processes and procedures for the Business Relationship Management, Business Analysis and IT Project Management functions to ensure compliance and consistency.
Manage the Regional Digital Assistance Services Team, supervising the staff working in the team.
Manage all the technical support requests, according to established procedures, within the time limits established by the Service Level Agreements (SLAs), providing troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices of the West Africa region
Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, guidance, user awareness, changes in configuration etc.
Report to the DAS team coordinator on status of his/her activities and escalate where needed. Produce written mission reports for each mission, physical or virtual.
Manage RBD DAS SCOPE assets (assets, records, procedures). Ensure an orderly inventory is kept, and liaison is done where needed with other parties to ensure WFP assets inventory procedures are applied.
Any other duties as assigned by the supervisor
QUALIFICATIONS AND EXPERIENCEEducation:
Advanced university degree in Computer Science, engineering or other relevant field, or First University degree with additional years of related work experience or trainings/course.
Experience:
At least one year of progressively responsible professional experience in providing technical support, and/or implementing software systems, or implementing projects.
Experience in supervising staff.
Experience in dealing with and managing customers or providing support and/or assistance to people.
Experience on business analysis troubleshooting procedures, such as diagnose and rectification of errors.
Experience providing trainings on technical matters and/or software applications.
Experience in humanitarian aid operations and/or project management or change management, preferably in an IT context is an asset.
Language: Fluency (level C) in both French and English language.
MORE ABOUT YOU:
You have the following:Ability to work in multi-cultural environments.
Customer orientation, patience, willingness to help, guide, support.
Very good communications skills, both orally and in writing.
Team worker, desire to share, learn and constantly improve procedures, documents, etc.
Good team leader and supervisor
Strong problem solving and client orientation. Good relationship builder.
Very capable of sorting things out in the face of adversity and to work under pressure for important and urgent deadlines.
Very good organisational and planning skills as well as communications skills
Competent in facilitating meetings, workshops, and trainings.
Very good and demonstrated team player and negotiator.
Strong writing skills and ability to deliver presentations to multiple stakeholder groups in clear and concise business language.
Good command of Excel
Knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL best practices is an asset.
WFP LEADERSHIP FRAMEWORK
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
REASONABLE ACCOMMODATION
WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.
NO FEE DISCLAIMER
The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION
We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
Once your profile is completed, please apply, and submit your application.
Please make sure you upload your professional CV in the English language
Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
Only shortlisted candidates will be notified
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.