IT Operations Assistant (ITSM Configuration)
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 for those affected by conflict, disasters, and extreme weather. WFP operates globally, ensuring effective humanitarian assistance reaches millions. The organization values diversity, inclusion, and the professional development of its employees, fostering a collaborative and high-performing work environment.
Job Purpose
The IT Operations Assistant (ITSM Configuration) will support the administration, configuration, and continuous improvement of WFP’s IT Service Management (ITSM) platforms, with a focus on ServiceNow. This role is crucial for ensuring that ITSM solutions effectively support WFP's business processes, enhance service delivery, and drive operational efficiency. The incumbent will contribute to platform enhancements, workflow automation, and the ongoing evolution of ITSM capabilities. Key responsibilities include performing system maintenance, managing IT equipment, responding to user queries, and assisting with user training. The position also involves supporting the development of standard materials, suggesting process improvements, and adhering to incident and change management procedures to maintain optimal IT services and support emergency food assistance needs.
Responsibilities
The role involves comprehensive IT system maintenance, including monitoring, diagnostics, and optimization to ensure efficient operation. Responsibilities include maintaining technology through repairs, configuration, and secure storage, ensuring IT equipment availability for staff. Preparing files and systems for inventory and archives, such as website content and directories, is crucial for data accuracy. The position requires allocating tasks to colleagues, meeting agreed standards and deadlines, and responding to technology-related queries to support staff. Standard end-user training on technology and systems will be provided with senior support. Routine deployments of server hardware and software, including testing and problem identification, are part of the job. Maintaining information records, like updating web pages and databases, ensures data currency. The role also includes installing, operating, and maintaining telecommunications systems and equipment according to procedures. Support for developing training documentation and web content is expected. Continuous improvement of IT services through suggested process enhancements is encouraged. Emergency response procedures must be followed to support food assistance needs. Additionally, the role entails day-to-day administration and support of the ITSM platform, developing and configuring core applications, and creating user-friendly interfaces on the Service Portal. Collaboration with stakeholders to gather requirements, design and implement new service catalogue items and automated workflows, and support platform migrations and updates are key duties. Monitoring ITSM platform health, usage, and compliance, and serving as a technical escalation point for ITSM issues are also required.
Work Experience
Requires at least five years of experience in the IT domain.
Skills
ITSM platform administration, configuration and enhancement, ServiceNow development, workflow automation, system maintenance, diagnostics and optimization, technology maintenance and repair, inventory and archive preparation, task allocation, user support and training, server hardware and software deployment, information record maintenance, telecommunications systems operation, training documentation development, process improvement suggestions, emergency response support, Service Catalogue management, Incident Management, Problem Management, Change Management, Request Fulfilment, Business Rules and UI Policies configuration, Service Portal interface design, requirement gathering, service catalogue item creation, platform migration, platform health monitoring, system integration, technical escalation, process documentation, troubleshooting, Agile methodologies, SDLC, Configuration Management Database (CMDB) management, Service Design, communication skills, interpersonal skills, problem-solving, analytical skills