IT Operations Officer NOB (Head of ICT Services)

Job Description

JOB PURPOSETo deliver efficient and effective IT and Telecommunications IT/TC services, contributing to sound, innovative solutions that enable WFP in Jordan to deliver food assistance to beneficiaries, in line with WFP?s strategy.KEY ACCOUNTABILITIES (not all-inclusive)

1. Explore and pursue technological innovations integral to the delivery of CSP activities and the achievement of its outcomes. Engage with Heads of Units to understand and ensure alignment of digital solutions with changing business requirements, priorities and corporate standards.
2. Manage risk planning, monitoring and mitigation for IT/TC solutions, services and systems including issue management to ensure effective delivery of services. Maintain engagement throughout the development, deployment and implementation processes of IT/TC, ensuring that they are informed of progress and outstanding actions.
3. Oversee Foundational ICT Services, identifying and implementing innovative solutions for challenges faced by colleagues, ensuring the provision of an efficient operation.
4. Propose change and continuous operational improvement that supports business capabilities, by understanding needs and recommending solutions that deliver value for business priorities.
5. Support coordination with Government and Partners on technical and digital activities and coordinate with other UN agencies in order to align activities and maximize possibilities of inter-agency collaboration in the field of IT/TC.
6. Contribute to the development of plans and budgets and manage the deployment of IT/TC systems aligned with business needs, in accordance with WFP corporate standards.
7. Monitor and maintain IT/TC systems and networks, ensuring appropriate data security and access controls considering both local and wide area network issues; and supporting users to get maximum benefits from them.
8. Install and configure new computer hardware for improving and upgrading system performance; contribute to technology upgrades as required.
9. Capture, analyze and document (i.e. through diagrams, flowcharts, data models, user experience designs, storyboards) business requirements for IT solutions and services following WFP policies, standards and strategies. Communicate business requirements to business counterparts, for a shared understanding of the requirements and effective implementation of strategies/plans.
10. Contribute to technical specifications and tender documents that support the procurement of IT /TC equipment and services at minimum cost, in line with WFP rules and regulations.
11. Collate and analyze data to contribute to the preparation of accurate reports on IT/TC activities, investments, and costs, identifying ideas to increase cost-efficiencies where possible.
12. Facilitate and track compliance with global IT and industry standards, including but not limited to actions related to cybersecurity, infrastructure, data center procedures, and asset management.
13. Provide advice to managers and users, understanding and resolving issues, and ensuring IT policies, procedures, systems, and tools are correctly applied to support them.
14. Interact effectively with internal and external stakeholders and user groups to understand their needs and provide appropriate technical support.
15. Follow standard emergency preparedness and contingency planning practices to ensure WFP is able to maintain basic IT services and/or quickly respond and deploy resources to affected areas at the onset of a crisis.
16. Contribute to the preparation of operational plans and deliver resource requirements at the onset of an emergency. Engage with senior management at strategic and operational levels to develop Country Office-Technology Solutions Roadmap.
17. Maintain and develop technical expertise and keep abreast with in-depth understanding of industry developments. Guide and supervise more junior staff, acting as a point of referral and supporting them with more complex analysis and queries.

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