IT Operations Associate FTA-G6 (Multiple Duty Stations)

Job Description

ABOUT WFPThe United Nations World Food Programme is the worlds largest humanitarian agency fighting hunger worldwide.?The mission of WFP is to help the world?achieve Zero Hunger?in our lifetimes.?Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.?WFP Sudan has the potential to reach millions of food-insecure people across Sudan ? with a total of 7.8?million people assisted in 2020. WFP Sudan, one of the largest and complex operations for?WFP globally,?is currently rolling out its five-year?Country Strategic Plan?(2019-2023), which aims to provide emergency assistance through a hybrid approach (Cash, food and vouchers), along with life-changing types of programmes (Nutrition, Resilience and School Feeding).JOB PURPOSEIT Operations Associates coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services.?KEY ACCOUNTABILITIES (not all-inclusive)

• Carry out system and hardware maintenance tasks, such as running specialized network monitoring and system protection, to ensure technology is running effectively.
• Monitor technology reliability, identify user needs, analyses data and produce accurate reports in order to recommend IT solutions to support informative decision-making.
• Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff.
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
• Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.
• Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.
• Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.
• Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided.
• Coordinate installation and maintenance of telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• ?Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
• Assist the IT Service Desk Team Leader in staffing, shift work planning, coordination, supervision, scheduling, development, evaluation and reporting;
• Act as a shift in-charge for a shift as per the roster (The service operates on a 24/7/365 basis with stand-by shifts on weekends. Shift duty is mandatory including stand-by weekend shifts);
• ?Act as a service process improvement expert for an ITIL process-based support center environment, analyze the current state of service level agreement compliance and suggest measures for improvement;?
• Coordinate and develop IT trainings contents, work-flow, procedures, and provide training to IT Assistants on underlying tools, applications and technology for existing and new services;
• Have the knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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