Le PAM est à la recherche d’un collaborateur régional pour les services d’assistance – Services d’assistance numérique SC 6 – Le Caire / Égypte
About WFP :
The United Nations World Food Programme is the world’s 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.
Standard minimum qualifications :
Education :
University degree in information technology, business management or other relevant field, or related trainings is desirable and would be an advantage. Training and knowledge of business analysis methodologies would be an asset.
Experience :
At least 3 years of IT support or System support or Application support
Desirable Knowledge & Skills :
- In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL v.3 or later best practices.
- Experience on business analysis troubleshooting procedures, such as diagnose and rectification of errors.
- Customer oriented oral and written communication skills.
Languages :
Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) appropriate to the regional bureau is desirable.
Orgqnwqitonal context :
The World Food Programme has developed, and is continuing to enhance and maintain, a set of digital solutions to help in managing:
- the identities and entitlements of its beneficiaries,
- the operational parameters of the programmes that transfer benefits to them, and
- the assurances and insights to ensure related risks are properly managed.
This includes SCOPE, WFP’s beneficiary and transfer management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer and distribution reporting. While there is a current focus and scale-up/enhancement related to cash-based transfers, SCOPE is intended and being developed to fully support all WFP transfer modalities: in-kind, voucher and cash for a variety of project activities. WFP also plans to develop a broader digital assistance platform and provide related services beyond the current SCOPE capabilities over the next couple of years.
Job purpose :
To support SCOPE users in their ability to maximize the SCOPE platform, there is a dedicated Service Support function servicing the globe. The SCOPE Service Support (Operations) team is based in Nairobi, Kenya with extended presence in each of WFP’s regional bureaux. The team provides technical support to over 3000 WFP users in 60 Country Offices as well as to external users. To ensure the effective operation of the Service Operations function, additional SCOPE Regional Support positions are required at the Regional Bureau. These positions will cover a second level support/business analyst role.
Key accountabilities (not all-inclusive) :
With a dedicated focus in the region and its context, but where also relevant globally, the incumbent will be responsible to:
- Log all relevant incidents/service requests details, allocating categorization and prioritization codes.
- Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices in their respective regions.
- Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
- Resolve or escalate incidents and service requests according to established procedures.
- Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction.
- Liaise with SCOPE Product Development team and SCOPE Service Support team in Nairobi when new functionality is introduced and support its implementation.
- Participate together with the SCOPE Service Support team in testing release candidates.
- Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
- Manage high severity incidents, to ensure the correct reporting, escalation and resolution
- Perform initial analysis for Incidents that can become Change Requests or Problems.
- Report daily to the Senior Regional Service Support (RSS) officer on status of activities and/or, as required, escalating blocking issues accordingly.
- Report weekly to the Regional Business Transformation officer, together with the Senior RSS, on issues that require higher level escalation.
- Respond to incident requests within SLA timelines
- Perform testing and execute test plans
4Ps core organisational capabilities :
Purpose :
- Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
- Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
- Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
- Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.
People :
- Look for ways to strengthen people’s skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
- Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
- Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
- Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.
Performance :
- Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
- Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
- Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
- Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.
Partnership :
- Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
- Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
- Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.
Functional capabilities :
| Capability Name | Description of the behaviour expected for the proficiency level |
| Governance, Strategy and Architecture | Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems. |
| Change Implementation, Project management, Planning and Optimization | Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process. |
| Technical Expertise | Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference. |
| Service Management | Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved. |
| Client Management | Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions. |
| Procurement and Contract Management | Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability. |
Terms and conditions :
JOB TITLE: Regional Service Support Associate – Digital Assitance Services
TYPE & LEVEL OF CONTRACT: Service Contract Level 6 – SC 6
DURATION & START DATE: 12 months
UNIT/DIVISION: TEC/Beneficiary Services
DUTY STATION (City, Country): Regional Bureau in Cairo (RBC), Cairo, Egypt
REPORT TO (JOB TITLE): Regional Digital Assistance Services Officer
DEADLINE FOR APPLICATIONS
No later than 31st August 2019