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 and challenging environments, providing food assistance to people recovering from conflict, disasters, and climate change impacts. The organization values a skilled, diverse, and inclusive workforce committed to its mission.

Job Purpose

The IT Operations Associate G6 will coordinate and guide IT maintenance and support activities to ensure the effective delivery of IT services across WFP operations. This role involves performing system and hardware maintenance, monitoring technology reliability, and resolving user queries to maintain operational efficiency. The Associate will also provide technical training to end-users and junior colleagues, contributing to capability building within the IT division. Furthermore, they will support the implementation of new applications, draft technical documentation, and identify process improvements to enhance IT service delivery. The position plays a crucial part in ensuring that WFP staff have the necessary technological tools and support to perform their duties effectively, especially in emergency response scenarios.

Responsibilities

The role involves coordinating and guiding Information Technology maintenance and support activities to ensure the effective delivery of IT services. Key responsibilities include performing system and hardware maintenance, monitoring technology reliability, and analyzing data to recommend IT solutions. The position requires resolving user queries independently, escalating issues when necessary, and providing standard technical training to end-users. Guidance and training for junior colleagues in IT support services are also expected. This role supports the coordination of new application implementations and the drafting of essential IT documentation. Furthermore, it entails implementing process improvements within the IT division, coordinating the installation and maintenance of telecommunications systems, and managing a team of IT staff to meet objectives. Adherence to emergency response procedures is also a requirement, ensuring support for critical food assistance needs. The position demands a proactive approach to service management, with experience in analyzing results and recommending enhancements, potentially participating in business process re-engineering and country office procurement/budgeting.

Work Experience

Requires six or more years of progressively responsible work experience within the relevant business stream. This experience should include general administrative work.

Skills

IT system and hardware maintenance, Network monitoring, System protection, Technology reliability monitoring, User needs analysis, Data analysis, IT solution recommendation, Query resolution, Technical training, Guidance and training to junior colleagues, Application implementation support, Documentation drafting, Process improvement, Telecommunications systems coordination, Team coordination, Emergency response support, Service management analysis, Business process re-engineering, Procurement and budgeting support

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