Senior IT Operations Associate

Organizational Context

The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building peace through food assistance. This role is part of the Global Headquarters and/or Country Offices, reporting to IT leadership. It involves independent responsibility for specialized technical work, adapting systems, and improving support levels.

Job Purpose

To lead and manage Information Technology maintenance and support activities, ensuring the effective delivery of IT services across WFP operations. This involves coordinating and developing IT support staff, providing expert advice and training to users, and overseeing system and hardware maintenance. The role requires analyzing data to recommend solutions, managing the implementation of new applications, and collaborating with teams to enhance integrated IT support services. A key aspect is ensuring IT services align with operational requirements and supporting emergency response efforts through robust IT infrastructure and assistance.

Responsibilities

This role involves comprehensive IT support and management. Key responsibilities include leading and coordinating a team of IT support staff, focusing on their capacity building to meet objectives and comply with regulations. The position requires providing training and advice to end-users, resolving IT issues, and ensuring adherence to IT policies and procedures. A significant aspect is managing data, including collation, analysis of changes, and report development to recommend solutions. The role also entails overseeing system and hardware maintenance performed by junior staff, ensuring operational efficiency. Furthermore, it involves developing and deploying documentation and equipment, and managing the implementation of new applications to equip staff with necessary tools. Collaboration with IT service delivery groups and other departments is crucial for understanding needs and developing integrated support services. The role includes user support, logging and analyzing support requests, and contributing to the development and implementation of IT service delivery plans and process improvements. Adherence to emergency response procedures is also a requirement to support critical operations.

Work Experience

Experience is required in developing IT governance processes, building business relationships for IT initiatives, project managing small country-level IT projects, and coaching/training junior staff on technical skills.

Skills

IT support, Team management, Capacity building, Client training, Data analysis, Report development, System maintenance, Hardware maintenance, Documentation development, Equipment deployment, Application implementation, IT service delivery, User support, Process improvement, Emergency response, IT governance, Project management, Coaching, Mentoring, Technical capabilities, Spanish language proficiency, English language proficiency

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