TECMF - IT Operations Associate

Organizational Context

The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP operates in diverse, multicultural environments, emphasizing inclusivity and investing in employee development. This role is within the Foundational Technology Branch (TECM) at WFP Headquarters in Rome, Italy.

Job Purpose

The IT Operations Associate G6 will coordinate and guide IT maintenance and support activities to ensure the effective delivery of IT services at WFP Headquarters. This role involves carrying out system and hardware maintenance, monitoring technology reliability, and analyzing data to recommend IT solutions. The Associate will resolve user queries, provide technical training to end-users and junior colleagues, and support the implementation of new applications. Additionally, the position requires drafting technical documentation, coordinating telecommunications systems, and managing a team of IT staff to meet objectives. The role also involves supporting emergency response processes and collaborating with third-party service providers to enhance IT service delivery and continuous improvement within the IT division.

Responsibilities

This role encompasses comprehensive IT support and operational management. Key responsibilities include performing system and hardware maintenance, alongside specialized network monitoring and system protection, to ensure the effective and reliable operation of technology infrastructure. The position involves proactively monitoring technology reliability, identifying user needs, analyzing data, and generating reports to recommend IT solutions that facilitate informed decision-making. A crucial aspect is providing direct IT support, which includes independently resolving user queries, escalating complex issues when necessary, and ensuring staff receive accurate information and answers to standard IT questions. The role also involves delivering standard technical training to end-users on common technologies and systems, thereby empowering WFP staff in their daily work. Furthermore, the incumbent guides and trains junior colleagues, contributing to staff capability building within IT support services. Operational duties extend to coordinating the implementation of new applications, ensuring WFP staff have essential tools, and managing the installation and maintenance of telecommunications systems and equipment in adherence to standard operating procedures. The role also requires drafting essential end-user and technical documentation, implementing process improvements within the IT division for continuous service enhancement, and coordinating a team of IT staff to meet objectives. Finally, the position supports emergency food assistance efforts by following established emergency response processes.

Work Experience

Requires six or more years of progressively responsible work experience in the relevant business stream.

Skills

IT Operations & Maintenance (systems, hardware, networks, telecommunications, video conferencing), Technical Support & Training (query resolution, end-user guidance), Project Coordination & Vendor Management, Documentation (technical, SOPs) & Reporting, Data Analysis & IT Process Improvement, IP Networks & VOIP Management, Emergency Response Procedures

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