IT Operations Associate, Sc6, Dollo Ado

Organizational Context

This IT Operations Associate position is based in a WFP field office, reporting to the Head of the field office or IT Officer. The role requires independent problem-solving with general guidance, managing resources, and potentially coaching support staff. It is crucial for ensuring the effective delivery of IT services in a challenging operational environment.

Job Purpose

The IT Operations Associate will coordinate and guide information technology maintenance and support activities to ensure the effective delivery of IT services within the field office. This includes performing system and hardware maintenance, monitoring technology reliability, and analyzing data to recommend IT solutions. The role involves resolving user queries independently, providing technical training to end-users, and guiding junior colleagues. Additionally, the Associate will support new application implementations, draft technical documentation, and implement process improvements within the IT division. Coordination of telecommunications systems and IT staff, along with adherence to emergency response procedures, are also key responsibilities to ensure seamless IT operations and support for WFP's mission.

Responsibilities

The primary responsibilities involve ensuring the effective operation and maintenance of IT systems and hardware. This includes conducting specialized network monitoring and system protection to guarantee optimal technology performance. A key aspect is monitoring technology reliability, analyzing user needs, and processing data to generate accurate reports. These reports are crucial for recommending IT solutions that support informed decision-making. The role also entails independently resolving user queries, escalating issues when necessary, and providing accurate information to staff. Furthermore, it involves delivering standard technical training to end-users on common technologies and systems, thereby assisting staff in their work. Guidance and training are also to be provided to junior colleagues to enhance their IT support capabilities. The position supports the coordination of new application implementations and the creation of standard documentation, such as end-user and technical guides, to ensure staff have access to necessary information. Continuous improvement of IT services is fostered by implementing enhancements to existing methods and processes within the IT division. Additionally, the role includes coordinating the installation and maintenance of telecommunications systems and equipment, ensuring compliance with operational procedures. It also involves coordinating IT staff teams to meet objectives and adhering to emergency response protocols when required to support critical operations.

Work Experience

Requires six or more years of progressive work experience in the related business stream, with significant experience in digital solutions and data management. Desirably, candidates should have experience analyzing service management results, recommending service enhancements, participating in business process re-engineering, and contributing to country office procurement/budgeting processes.

Skills

IT system and hardware maintenance, Network monitoring, System protection, Technology reliability monitoring, User needs identification, Data analysis and reporting, IT solution recommendation, Query resolution, Technical training (end-users), Guidance and training (junior colleagues), Application implementation support, Documentation drafting (end-user, technical), Process improvement, Telecommunications systems coordination, Team coordination, Emergency response support, Digital solutions, Data management

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