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Service Designer - Global Service Management Tool (GSMT) specialist


  • Organization: WFP - World Food Programme
  • Location: Rome
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Sustainable trade and development
    • Marketing (Digital, Advertisement, Brand, Promotion)
  • Closing Date: 2023-02-10

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.


Service Designer - Global Service Management Tool (GSMT) specialist


Regular Consultant - Level II


Financial Systems and Processes Support Branch (FINS)

DUTY STATION (City, Country):

HQ, Rome, Italy


11 months


Within the Finance Strategy 2024 initiative ‘Excellence in Core Enabling Services’, in 2021 the Finance (FIN) Division initiated the AskFinance project, an initiative aiming at streamlining and simplifying the way FIN Division manages financial services. The relevant platform is powered by the Global Service Management Tool (GSMT) provided by Technology Division (TEC) and acts as a single portal for staff to request financial services and ask questions related to processes and employee-related financial services.

The objective is to improve organizational insights and offer an enhanced experience when requesting services. This results in a win-win situation where staff can access services and receive answers to their questions promptly, whereby Finance manages requests more efficiently and effectively.

Moreover, FINS provides business process review and project management capacity to scale up strategical finance digital transformation initiatives building on our strong corporate ERP SAP and on new technology such as Robotic Process Automation (RPA), WFP Self Service, chatbots, and others.

To support the above-mentioned workstreams a consultant is therefore required.


Under direct supervision of the Automation and Digital transformation Lead and the overall supervision of the Financial System and Process Support Team (FINS), you will have the following responsibilities.

  • Collaborate with the Automation and Digital transformation Lead to collect requests for the design and configuration of new services and provide changes to existing services and other requirements;
  • Lead the technical component during workshops, information sessions, and planning stages;
  • Leveraging expert technical knowledge of GSMT, provide advice and guidance for potential efficiency gains and cost-effectiveness of proposed solutions to enhance existing use combined with the additional functionality of unsupported workstreams;
  • Configure workflows, groups, forms, reports, and other features in the service management tool according to the governance provided by the Automation and Digital transformation Lead;
  • Provide technical integration solutions among corporate internal and external tools using APIs, with the objective to optimize the usability and automation potential of FIN digital tools;
  • Manage roll-out activities of GSMT services and relevant assigned resources, as required;
  • Communicate clearly and manage stakeholders’ expectations about the projects’ timeline, risks, quality, and costs, keeping them informed of the progress of projects’ activities, challenges, and achievements;
  • Provide training on the service management tool to new agents across the Finance division in Headquarters and globally; 
  • Analyse and document the business requirements: 
  • Define an impact analysis on the GSMT, and identify alternative solutions where appropriate; 
  • Discuss requirements, impact analysis, and alternative solutions within the division; 
  • Document and classify requirements and decisions for client approval. 
  • Identify opportunities for the technical optimization of existing services within service design guidelines; 
  • Generate and run reports from GSMT, to inform decision-making on performance and workload of AskFinance service management, as well as to support data analysis in coordination with reporting focal points within the Finance Division;
  • Perform testing to ensure that functionality works as required; 
  • Conduct troubleshooting activities for GSMT services and propose practical solutions to improve platform efficiency;
  • In collaboration with FINS process expert, perform troubleshooting activities for WFP Self-Service forms and propose practical solutions to improve platform efficiency;
  • Collaborate with the Automation and Digital transformation Lead on the engagement activities with relevant stakeholders and FINS technical leads, to ensure effective coordination and timely implementation of innovative solutions.

DELIVERABLES AT THE END OF THE CONTRACT, other than the ongoing deliverables

  1. Manage the rollout of selected services in AskFinance, and the relevant change management and communication initiatives.



An advanced degree preferably in one or more of the following disciplines: economics, engineering, business management, operations management, or related areas. Additional qualifications in financial management are desirable.


At least five years of postgraduate progressively responsible experience in project design and management in an international context is desirable.

In-depth knowledge of open API standards.

Sound knowledge and expertise in IT technologies, software architectures, and data flows.

Sound knowledge of Global Service Management Tool configuration and implementation.

Knowledge and experience with project management methodologies.

Knowledge and experience with ITIL processes

Experience undertaking analysis of complex business processes and defining application requirements.

Experience using enterprise service management solutions (with experience delivering service management products strongly preferred). 

Good knowledge of financial processes is desirable.


Knowledge & Skills:

Strong interpersonal skills and work ethics, able to proactively and independently pursue tasks and ensure timely delivery.

Demonstrated ability to manage data, analyze and communicate them.

Written and analytic skills; able to gather, review and synthesize information from a variety of sources, and create clear and concise reports based on information gathered.

Effective organizational and planning skills to ensure set objectives are achieved within agreed timeframes.

Strong communication skills


Fluency (level C) in the English language. Knowledge of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese, will be an advantage


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. Click on: “Our work” and “Countries” to learn more about WFP’s operations. Follow us on social media to keep up with our latest news: YouTubeLinkedInInstagramFacebookTwitter

Deadline for applications: February 2, 2023 at 23:59 Rome time

Ref:  VA No. 253410

All employment decisions are made based on 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.

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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.