IT Operations Assistant SC5 – Gaza Full-Time

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.

Through its Country Strategic Plan (CSP) 2017-2021,  WFP Mozambique is targeting 932,285 beneficiaries with food assistance. Through conducting the relevant assessments, WFP will determine locations where use of food vouchers is appropriate, effective and efficient. WFP will use its corporate beneficiary management and transfer platform, SCOPE, to register beneficiaries electronically and provide them with electronic vouchers that can be used to purchase food from local markets. SCOPE is WFP’s beneficiary identity and benefit management system that supports WFP’s programme intervention cycle from beginning to end.  It is a cloud-based solution used for beneficiary registration, intervention setup, distribution planning, entitlement transfers and distribution reporting. Additionally, WFP is also interested in continuing to improve internal tracking systems to enhance communication flow and management within its offices.

Standard Minimum Qualifications

• Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable;
• Language: Fluency in both oral and written communication in English and Portuguese.

Organizational context

These jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). The Job holders report to a Head of the Unit, Chief or Information Technology Officer, or the designate.
At this level job holders are expected to take responsibility for completion of a range of processes and activities requiring interpretation of standard guidelines/practices. Job holders are able to recommend a course of action to staff at various levels and may allocate tasks to other staff.

Job purpose

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

Key accountabilities (not all-inclusive)

• Assist in rolling out WFP corporate system, SCOPE, across areas of intervention;
• Troubleshooting for IT related issues related to electronic voucher transfers;
• More specifically, for the SCOPE system: configure SCOPE Registration Hardware and Software, design and set-up IT components of registration sites, train registrars, retailers and partners and supervise data entry, run and troubleshoot data upload; support business and partners in data cleaning; print WFP SCOPE cards; configure, set-up and support SCOPE distribution HW and SW; act as first level of support for sub-offices and deal with second level support;
• Keep a database of all IT issues that arise keeping a record of lessons learnt and how they were resolved;
• Liaising with WFP Regional Office in Johannesburg to provide immediate support for issues that require escalation to higher levels;
• Keeping inventory of all equipment, ensuring all sub-offices have adequate equipment requirements;

4Ps Core organizational 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.

• Has experience resolving more complex technical issues;
• Has worked with head of units in defining requirements for functional area;
• Has experience with the application of client services standards to resolve or escalate clients’ service problems.