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It Operations Business Associate Service Contract (Equivalent G

It Operations Business Associate Service Contract (Equivalent G
Empresa:

World Food Programme


Detalles de la oferta

. WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis and we are committed to promoting diversity and gender balance.At World Food Programme we are looking for a talented IT Operations Business Associate for the Region Bureau for Latin America and the Caribbean. 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. Are you ready to change and save the lives of the world's most vulnerable people?
BACKGROUND AND PURPOSE OF THE ASSIGNMENTThe 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.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. This position will cover a second level support/business associate role.
KEY RESPONSIBILITIESWith 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.
Work on the service desk “Follow the sun” shift as per Service Operations procedures.
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.
OTHER RESPONSIBILITIESManage 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 his activities and/or, as required, escalate blocking issues.
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 executes test plans.
Work within the rules, guidelines, principles and deadlines of the SCOPE agile (Scrum) solution process.
Work within the rules, guidelines, principles of ITIL service management.
Availability for emerging operations to support tasks outside of working hours.
Any other duties as assigned by the supervisor.
MINIMUN QUALIFICATIONS REQUIRED:Education: Completion of secondary school education. A post-secondary certificate in computer science or related area.Languages: Fluency both oral and written communication in English and Spanish.

DESIRED EDUCATION & EXPERIENCEEducation: 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 5+ years of progressively responsible professional experience in humanitarian aid operations and/or project management or change management, preferably in an IT context.Desirable Knowledge & Skills:1. In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL v.3 best practices.
2. Experience on business analysis troubleshooting procedures, such as diagnose and rectification of errors.
3. Customer oriented oral and written communication skills.
TERMS AND CONDITIONSPosition: IT Operations Business Associate
Number of openings: 1
Unit: Technology Division
Based in: Panama City, Panama
Type of Contract: Service Contract (SC)
Level: Equivalent to G6
Duration: 12 monthsOnly short-listed qualified candidates will receive an acknowledgement.
This position is open only to Panamanian citizens.
The Service contract holder is considered WFP personnel and is not governed by UN Staff Rules and Regulations. This contract does not carry any expectancy of renewal.
HOW TO APPLY?To apply, please create a personal account and fill out the profile form with your personal information at http://www1.wfp.org/careers/job-openings. If you are internal applicant, apply through your E-Recruitment profile.
In the application form, ensure filling the mandatory sections, attaching your CV, answering the pre-screening questions and agreeing on the legal statement before submitting your application.
Selection of staff is made on a competitive basis on account of potential and performance. All applicants will undergo a rigorous process which includes screening against job requirements, a technical test, and a panel interview.
DEADLINE FOR APPLICATIONSThe deadline to apply for this post is 01 September, 2019 (Midnight Panama time).

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Female applicants and qualified applicants are especially encouraged to apply
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.


Fuente: Jobs4It

Requisitos

It Operations Business Associate Service Contract (Equivalent G
Empresa:

World Food Programme


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