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

Who we are looking for: We are seeking to identify a Product Support and Adoption Specialist

What we offer: An International Consultancy Contract of up to 11 months from start date will be offered to the selected candidate.

Workplace: You will be expected to work from remote with working hours GMT+1. You will interact with a diversified team spread in different locations.

ORGANIZATIONAL CONTEXT:

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP Technology Division (TEC, formerly known as the IT Division) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations.

Under the general supervision of the Chief of TECM and the Head of the TECM Service Delivery Unit, and direct supervision of the Product Support and Adoption Team Lead, the Product Support and Adoption specialist is accountable for the maintenance, front-end application support and training activities provided to Business Units, for IT corporate products delivered at WFP.

The specialist will also take over the standardization of the support provided on products that are handed over to the IT Service Management Division, both from other Technology units and the Business, in order to maintain a reliable and high-level quality of service for WFP applications delivered to key business units, users and inter-agency partners.

The specialist will work also on the automation of procedures and support and will contribute to the communication strategy of the team, including guidance for end users and businesses. The specialist will also oversee activities and conversations in the corporate channels to collect feedback and identify improvements for the service.

ACCOUNTABILITIES/RESPONSIBILITIES:

1. In cooperation with the senior product support specialist of the team work on the automation workstream by contributing to the strategy, producing technical guidance and conducting training, while participating in high level discussions within the Automation Working Group
2. Advise and support on automation tools, such as DocuSign and Power Automate
3. Produce relevant technical guidance and best practices around the products
4. Work on the strategy and framework related to the support model in place
5. Produce reports and analyze statistics on the corporate products to suggest improvements
6. Make presentations, including at high level, as required
7. Contribute to the coordination of team activities and facilitate meetings
8. Contribute to the coordination of activities within Service Management, and between the Service Management Branch and the Business
9. Assist in performing quality control for IT solutions whose support was handed over to the Service Management Branch
10. Train Business Units users in the usage of all the packages offered by the Product Support Team
11. Collect requirements, define workflows and review/amend hand over material, including FAQs for end-users
12. Troubleshoot application usability issues
13. Map Business Requirements to existing Service Management-managed solutions
14. Manage Service Requests (tickets) using the corporate Service Management tool
15. Liaise between the Product Support Team and other Service Management/Digital Solutions Delivery Teams to troubleshoot and resolve user issues, and to proactively resolve usability issues
16. Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED

Education:

University Degree in Social Sciences, Information Technology, Communications or related field

Experience:

3-5 years of professional experience in project management related activities, experience in the adoption of IT tools and in the support of technological platforms

Technical Skills & Knowledge:

• Excellent communication and collaboration skills and ability to work in multicultural contexts
• Experience in security and infrastructure best practices
• Experience with Office365 products and integration with other mission critical enterprise systems
• Detailed knowledge of installing, configuring, provisioning and maintaining SharePoint Systems
• Proven ability to automate processes within a business environment
• Ability to bug fix in enterprise environment
• Ability to train users on using SharePoint online to improve and automate processes
• Knowledge of DocuSign highly desirable

   Language:

• Fluency in oral and written English is required. An intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

TERMS AND CONDITIONS:

WFP offers a competitive compensation package, which will be determined by the contract type and selected candidate’s qualifications and experience.

 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: 26 January 2022 at 11:59 Rome time (CET/CEST)

REF: 155869

Qualified 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.

Saving lives, changing lives