IT (SCOPE) Service Operations Analyst at World Food Programme (WFP)

JOB PURPOSE

We are seeking to fill the position of a Service Operations Analyst to join the Global SCOPE Service Operations (WFPs digital assistance platform) team based in Nairobi, Kenya.

STANDARD MINIMUM QUALIFICATIONS

Education: Bachelor’s degree in any business-related course, Computer Science, Information Technology or a related programme from an accredited University.

Should have at the least certification in ITIL3 Foundation and ITIL Service Operations and ITIL Continual Service Improvement from an accredited institution.

Experience:

• 4  years post-graduate in a Service Operations environment and progressive administrative work in support of a business function.
• Proficiency in using Outlook365
• Must have practical knowledge in the use of an IT Service Management tool including reporting.

Language: Fluency in both oral and written communication in English is essential. Official UN language is an added advantage especially French and/or Spanish.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Experience with working in a Service Operations Unit setup.
• Conversance with the WFP SCOPE end to end process including the end-to-end SCOPE Service Operations processes
• Experience using Easy Vista and Azure DevOps.
• Experience working with WFP operations, especially CBT. Experience and knowledge working in the United Nations environment.

KEY ACCOUNTABILITIES (1)

• Working in the SCOPE Service Operations Unit under the direct supervision of the Service Operations Lead, you will be responsible for the following duties:
• Manage, monitor, and guide the Training Release and Access Management team members in their daily operations, delegating duties and authority where need be.
• Coach and develop team members’ strengths and capabilities.
• Be the project manager for any project covering the team’s area of operation and support.
• Assist the Service Operations Lead in identifying new projects and services that the Service Operations team can offer.
• Perform learning and development activities including knowledge management for all solutions supported by the Service Operations team. This includes offsite and onsite training.
• Be an advisor and alternate to the Service Operations Lead (where called upon).
• Work with the other Team Leads on the identification of areas of Continuous Service Improvement for the Service Operations team.
• Be the direct supervisor of your team members, performing periodic performance reviews and advising on areas that require improvement.
• Be the interface between your team and third-level support, including escalating any team requirements to the Service Operations Lead.

KEY ACCOUNTABILITIES (2)

• Mediate between end user requests and team member responses, ensuring efficient, accurate and timely responses and resolution to the end users.
• Liaise with the Problem and Incident managers in analysis and resolution of reported incidents and problems.
• Translate end user specifications to technical requirements and liaise with third-level support teams in development of the same.
• Monitor usage of the Global Service Management tool, providing inputs and recommendations of changes where needed.
• Provide business support services to the Service Operations unit such as travel requests, protocol, leave plans, staff availability calendars and events organization (trainings, boot-camps, retreats)
• Maintain an updated clean stock record of all equipment allocated to the entire team and manage the issuance of equipment to team members.
• Oversee and ensure that queue management, end user communication, team support and administrative services are all carried out effectively and efficiently.
• Actively participate in presentations/demos of release candidates by third level support.
• Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized.
• Any other duty that may be assigned.

TERMS AND CONDITIONS

Grade: Service Contract, SC6 (G6 equivalent)

Duty Station: Nairobi, Kenya

Duration: 12 months

Unit/Division: TEC-M Service Operations

DEADLINE FOR APPLICATIONS :April 4, 2022