Job Title: IT Operations Assistant (Digital Assistance Services)
Contract Type: Special Service Agreement, SSA-5
Contract Duration: 6-months
Unit/Division: Technology Services
Duty Station: Jijiga, Ethiopia
Job Description
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.
BACKGROUND & JOB PURPOSE
Under the supervision of the Head of Technology Services in Jijiga Area Office and the technical oversight of the Digital Assistance Services (DAS) Lead in the Country Office, the incumbent will be lead Digital Assistance Services in the Somali Region. The position will be based in Jijiga. The successful candidate will be expected to travel extensively across the region to coordinate DAS operations, supporting technology adoption, systems and device setup and delivering training to relevant stakeholders.
KEY ACCOUNTABILITIES (not all-inclusive)
• Provide digital assistance support and advice to business units in the Area Office (AO) and collect business requirements to identify suitable digital solutions in collaboration with the Country Office Digital Assistance Services (DAS) Lead;
• Manage installation, configuration, and maintenance of Digital Assistance Services related equipment and technologies such as tablets, smartphones, routers, switches etc
• Conduct technical assessments in field locations, lead digital beneficiary registrations and provide related training and support to field stakeholders.
• Manage, monitor, and guide the DAS team members in their daily operations and delegate duties as needed.
• Interface between Area Office team and the upper-level support, including escalating any team requirement to the Area Office or Country Office team.
• Work with the AO IT and DAS Lead in the CO to identify areas of Continuous Service Improvement.
• Lead training and knowledge management for all solutions supported by the DAS Operations team. This includes offsite and onsite trainings on various technologies.
• Liaise with the Global Service Management Team in analysis and resolution of reported incidents and problems.
• Coach and develop team members’ strengths and capacity to ensure client and result oriented service delivery.
• Support the roll-out of corporate systems, including SCOPE, School Connect, Partner Connect, EasyVista, PIT, etc
• Guide team members, perform periodic performance reviews and advise on areas that require improvement.
• Perform other duties as required.
STANDARD MINIMUM QUALIFICATIONS
Education:
- Completion of secondary school education. A post-secondary education in Information Technology will be an added advantage.
Experience:
- At least 5 years of working experience in technology development and implementation.
- Experience in the roll-out of technology solutions for the international humanitarian and development sector.
Language:
- Fluency in both written and oral communication in English and the local language is a must.
Knowledge & Skills:
- Solid technical background on end users facing digital technologies adoption and ICT.
- Strong problem-solving and analytical skills.
- Ability to prioritize and drive sound business decisions.
- Technical support Team management
- Experience in end users support team management
4Ps CORE ORGANISATIONAL CAPABILITIES
Purpose
- Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
- Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
- Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
- Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.
People
- Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
- Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
- Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
- Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.
Performance
- Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
- Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
- Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
- Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
Partnership
- Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
- Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
- Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
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 | Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction. |
| 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 | Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria. |
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
• Has aided IT team members in building technical skills and staying abreast of industry developments.
• Has gained knowledge of technical issues through exposure to IT operations.
DEADLINE FOR APPLICATIONS
16 September 2023.
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.