Senior IT Operations Associate G7 - Jordan

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 assists over 100 million people annually in approximately 83 countries, providing food assistance in emergencies and working with communities to improve nutrition and resilience. This role supports WFP's operations in Jordan, which include assisting Syrian refugees and implementing national school feeding programs.

Job Purpose

The Senior IT Operations Associate will lead and coordinate IT maintenance, digitization, and user support activities within WFP's Jordan country office. This role is crucial for ensuring the effective and efficient operation of IT services that support WFP's humanitarian mandate. The incumbent will manage a team of IT support staff, focusing on capacity building and ensuring objectives are met in compliance with WFP policies. Key responsibilities include overseeing system and hardware maintenance, developing IT documentation and equipment, managing the implementation of new applications, and providing direct user support. The role also involves supporting digitization initiatives to streamline office processes, enhancing data management, and ensuring cybersecurity and information security compliance. The Senior IT Operations Associate will act as the senior IT focal point, reporting to the Country Director and coordinating with relevant IT units at regional and headquarters levels.

Responsibilities

The Senior IT Operations Associate role involves leading IT maintenance, digitization, and user support activities within the World Food Programme (WFP). This position requires coordinating a team of IT support staff, including their capacity building, to ensure objectives are met in compliance with WFP regulations and policies. The associate will provide training and advice to end-users, resolve IT issues, and ensure the correct application of IT policies, systems, and tools. A key responsibility is overseeing the maintenance of systems and hardware, developing and deploying documentation and equipment, and managing the implementation of new standard applications to support WFP staff effectively. The role also involves supporting process digitization by identifying opportunities to convert manual processes into digital workflows, promoting digital data collection, and facilitating user adoption of digital tools. Ensuring cybersecurity and information security in the country office, aligning IT solutions with WFP HQ policies, and providing support for emergency food assistance needs are also crucial aspects of this position. The associate will report to the Country Director and act as the senior IT focal point, with supervisory responsibilities.

Work Experience

Requires at least seven years of experience in IT Operations and governance processes. Must have experience building relationships with business counterparts on IT initiatives. Familiarity with enterprise digital tools like Microsoft 365, workflow automation, and data analysis platforms is necessary. The role involves supporting digitization efforts, such as electronic workflow improvements and task automation.

Skills

IT Operations, IT Maintenance, Digitization, User Support, Team Coordination, Capacity Building, Data Analysis, Reporting, System Maintenance, Hardware Maintenance, Documentation Development, Equipment Deployment, Application Implementation, IT Service Delivery, Process Improvement, Emergency Response, Process Digitization, Digital Workflow Implementation, Data Management, Digital Data Collection, User Training, System Support, Cybersecurity, Information Security, IT Policy Compliance, IT Standards Alignment, Project Management, Change Management, Technical Expertise Transfer, Service Excellence, Problem Resolution, Client Needs Assessment, Cost-Benefit Analysis, Vendor Management, Data Analysis Tools, Reporting Dashboards

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