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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, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.

Are you interested in further developing your professional experience while contributing to ending global hunger? Are you passionate about helping those in need? Would you like to join a global organization investing in its people?

If so, an exciting & fulfilling career awaits you! Join our diverse and passionate team that works on varied and international projects directly contributing to saving & changing millions of lives around the globe.

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.

DEADLINE FOR APPLICATIONS

The deadline to apply for this position is June 16th, 2022.

WHO WE ARE

The United Nations World Food Programme (WFP), a highly prestigious, reputable & world’s largest humanitarian organization, operating in more than 120 countries and territories, bringing life-saving assistance in emergencies, building pathways to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change and supporting sustainable and resilient livelihoods for a world with zero hunger.

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: UN World Food Programme (WFP) and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.

WHY SHOULD YOU JOIN US?

  • 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)

JOB PURPOSE

Digital Assistance Services (DAS), including SCOPE – WFP’s Beneficiary Management and Transfer platform is a corporate system for Cash-Based Transfers among other instruments including SugarCRM. The DAS Service Support (SSS) team based out in Nairobi has two key services: a) Pre and Post-implementation Support and b) Training to support the implementation of SCOPE globally across all WFP country offices.

The Service Desk Analyst (SDA) is a key member of the SSS Support team which is established as a virtual ServiceDesk function.  S/he shall be capable to work independently and provide technical support to SCOPE users globally by diagnoses and resolution of IT incidences, known errors and problems; S/he will log, prioritise and escalate incidents as per procedures.

The SDA will be based in Panamá Regional Bureau and reports to the DAS Service Support Manager, with a technical reporting line to the RBP BTO (Business Transformation Officer).

KEY ACCOUNTABILITIES

The Service Desk Analyst will:

  • Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on the Urgency and Impact of the issue;
  • Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
  • Manage the resolution of problems, participate in knowledgebase design, participate in the development of work-around and presentation on the known errors;
  • Provide application management services to countries where it related to relevant master data, user management and intervention setup activities;
  • Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in the change advisory board;
  • Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;

(continue) KEY ACCOUNTABILITIES

  • Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
  • Troubleshoot the issues by remote connection to the user’s machine under different environments. To troubleshoot, interpret problems and provide technical support for hardware, software, and systems. To analyse problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
  • Carry out Configuration Management to track Configuration Items (CIs) and the dependencies between them, such as but not limited to SCOPE computers, software tools and utilities, POS terminals, and other SCOPE devices.
  • Communicate with clients and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;
  • Maintain a very high level of FCR (First Contact Resolution Rate). To regularly develop troubleshooting flowcharts, utilization and contribution to knowledge management resources to achieve faster resolution and higher FCR;
  • Provide end-user training on SCOPE and or service desk tool;
  • Work closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate where necessary.  Create statistical reports and perform analysis for areas of responsibility
  • Perform-to-end incident management.  Responsible for time-critical service restoration and technical troubleshooting within Scope.  Working with clients, internal RMT teams and third-party data providers throughout the service restoration process.
  • Undertake additional tasks as required.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in Information Technology, Business Analysis, and/or Service Management area.  University studies in Information Technology field are desirable.

Language:  Fluency in both - English and  Spanish - oral and written communication.

Experience:

  • More than five (5) years of working experience.
  • Minimum two (2) years of relevant experience working with Incident management systems.

KNOWLEDGE & SKILLS

  • Excellent proactivity and customer service skills.
  • Excellent communication skills with all levels of staff.
  • Work with minimum guidance, self-taught, tidy and good at documenting.
  • Excellent interpersonal, intercultural competencies and team player.
  • IT Proficiency in using office application software; and efficiency in using communication applications.
  • ITIL Foundation Certification is desirable.
  • Full understanding of ITIL principles and processes.
  • Based at the Regional Bureau with travel as required.

WFP LEADERSHIP FRAMEWORK: COMMON STANDARDS OF BEHAVIOUR

Leads by Example with Integrity: Demonstrates and encourages others to uphold the WFP values, principles and standards.

Drives Results and Delivers on Commitments: Holds self and/or others accountable for the delivery of results.

Fosters Inclusive and Collaborative: Promotes inclusive teamwork and psychological safety by sharing ideas and openly raising issues.

Applies Strategic Thinking: Fulfils WFP’s vision and is able to explain how their objectives support the vision.

Builds and Maintains Sustainable Partnerships: Builds partnerships by seeking out opportunities to work with others.

TERMS AND CONDITIONS

  • Number of openings:   1
  • Based in:   Panama City, Panama
  • Type of Contract:   Service Contract
  • Level:   6
  • Duration:   12 months

This position is open only to Panamanian citizens or residents with permanent work permit.

Successful candidates will be placed in a roster for two (2) years.

Individuals whose services are contracted under the SC (“SC holders”) are not WFP staff members, and their terms of employment are not governed by the FAO Staff Regulations and Rules.

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 Spanish or 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.
  • Only shortlisted candidates will be notified

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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.

At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.