IT Operations Associate G6

POSITION DETAILS

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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.

Female candidates and qualified profesionals are especially encouraged to apply.

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.

JOB PURPOSE

We are seeking to fill a IT Operations Associate, based at the offshore office of Headquarters Global IT Service Desk in Gurugram/ NCR region, India. The objective of position is to administer ,support and maintain and create new services on IT service Management tool of WFP. The Administrator of IT Service Management tool will be responsible for configuring, administering and scripting the Easy Vista platform. This role will work with the Leadership to develop technical solutions that satisfy the business needs of the IT and other departments seeking to use Easy Vista.

 The IT Service Desk works on 24/7/365 model; hence incumbent should be flexible to align the working time in accordance to requirements from staff and time zone of clients across globe.

Under the general supervision of the HQ Technology Division and  overall  supervision of the IT Operations Manager, IT Operations Associate works in a team and is expected to produce organised and accurate technical work. The incumbent will assist the team with day-to-day Global IT Service Management requirements. He/she should be able to design an enterprise level IT Service Management service tool, Design Services, review and evaluate remediation plans and Documentation of procedures, create ITIL implementation plans.

KEY ACCOUNTABILITIES (not all-inclusive)

• Perform day to day support, administration and maintenance of the Easy Vista platform including scripting, configuration, integrations and administration
• Work with department heads to document Business Requirement for utilizing ServiceNow for the business processes.
• Determine scope, estimate work effort and determine duration of development activities
• Experience building user interfaces on Service Portal
• Willing to work in shifts, after-hours and weekends as needed; occasionally on short notice due to emergencies.
• Work with the team to build requested items and tasks using workflows to manage processes and meet Business Requirements.

• Conduct regular sessions with Business Users to understand the future needs of Easy Vista platform. Work closely with the departments/Business Partners to build requested items and tasks using workflows to manage processes
• Develop, configure and improve core and custom applications 
  Perform installation and testing of ServiceNow updates and new releases.
• Monitor health, usage and overall compliance of Easy Vista and its applications
• Develop systems integrations and process automation Monitor health, usage, and overall compliance of Easy Vista.
• Create and configure Business Rules, UI Policies, UI Actions and Client Scripts including advanced scripting of each.
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in Easy Vista.
• Create process documentation for team and provide internal training to team members.
• Generates reports and KPI analysis as needed.
• Provides 24 x 7 on call support as part of a scheduled rotation with other team members
• Adhere to Incident management and change management procedures.
• Manage and report time accurately as per assignments.
• Perform other related duties as required.

STANDARD MINIMUM QUALIFICATIONS

Completion of Secondary School Education. Candidate having undergraduate university degree/ advance degree in Computer Science / equivalent field of study will be given due preference .

DESIRED EXPERIENCES FOR ENTRY TO THE ROLE

• Minimum Five or more years of post-educational qualification with experience of managing ITSM tool administration (Easy Vista / Service Now) in a similar position in a large organisation.
• Experience with agile and understanding of software development life cycle.
• Relevant work experience and Certifications in Service Now / Easy Vista, ITIL (intermediate) and ISO or above will be given due preferences.
• Strong Knowledge of implementing ITIL, Service Management and design is needed.
• Candidates having working experience in ITES/BPO organisations will be an added advantage.
• Familiar with Service Oriented architecture and web services integration (SOAP, WSDL, REST.)
• Experience with JavaScript, XML, HTML, CSS, APIs and Web Services and
  Knowledge of Active Directory / LDAP.
• Demonstrated project work of advanced level of Easy Vista development using Orchestration or Discovery. Ability to work independently and multi-task.
• Excellent troubleshooting skills and the ability to logically think through problem situations.
   

KNOWLEDGE AND SKILLS

• Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated
• Ability to work with people from different backgrounds.
• Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.
• Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioural Flexibility.
• Ability to gather and document requirements/user stories.
• Ability to design and build applications to meet business objectives
• Highly self-motivated, directed and change oriented. Very strong customer orientation.
• Ability to analyze highly complex systems and workflows 
• Ability to conceptualize, plan, organize, coordinate, and manage the work of a major implementation
   

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

TERMS AND CONDITIONS

UNWFP offers competitive compensation package, with pension and medical insurance benefits to employee and eligible dependents.  The starting annual net salary is approximately Rs. 1035979 /-lakhs per annum after tax for GS6 Fixed Term Appointment.

Other Benefits -Medical plan (Cap of USD 60000 per annum) for staff, spouse and dependents children under 18 years

Dependent and Language allowances as per WFP rules and regulations 

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org Click on: “Our work” and “Countries” to learn more about WFP’s operations

DEADLINE FOR APPLICATIONS

Interested applicants are invited to submit their application not later 10 April 2019.

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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.