Opportunities at World Food Programme (WFP)

JOB PURPOSE

The World Food Programme Technology (TEC) unit at the Regional Bureau for Eastern Africa has developed and is continuing to enhance and maintain a set of digital solutions to help Country Offices achieve their objectives:- The overarching goal of the TEC) unit is to continue with the modernization and utilization of enabling technologies.

The Business Support Assistant will perform administrative, financial, and information management functions for the Technology (TE)C unit and will require the ability to interpret policy and guidance to facilitate effective service delivery.

STANDARD MINIMUM QUALIFICATIONS

Education: Bachelor’s  degree in Business Management, Communication, International Development, Information Technology, Information Sciences, Business Administration, Strategic Management

Experience: Two to three years of progressively responsible work experience in the relative business stream with experience in general administrative work. Experiences working in a multicultural and fast-paced environment and in a large organization are beneficial.

Languages: Fluency in both oral and written communication in English.

KEY KNOWLEDGE AND SKILLS

• Knowledge of specialized common business practices and methods, gained through relevant technical training and experience.
• Proficient in the use of office equipment and computer software inclusive of Office 365
• Ability to develop and maintain relationships with a range of individuals in order to provide a high-quality support service.
• Ability to carry out basic data analysis and independently rectify problems requiring attention.
• Ability to monitor and record financial transactions.
• Good communication skills are required to give and receive information and work with a variety of individuals.
• Ability to maintain confidentiality.

KEY ACCOUNTABILITIES (not all-inclusive)

What you will do:

• Collate information for inclusion in reports, documents and correspondence, to support the effective work of other staff.
• Maintain relationships with a range of individuals through the provision of business support to assist in information sharing and service delivery to RB staff.
• Process and manage routine administrative and financial tasks in various functional areas, to contribute to the effective and timely management of resources.
• Ensure adherence to corporate and country office policies and procedures related to beneficiary management and cash transfers dispersal.
• Create and maintain an electronic information management system on the shared space for documents, records, and databases, ensuring the unit’s information is organized and readily available for staff.
• Serve as secretariat for functional team meetings.
• Proofread reports, documentation, correspondence, etc., making changes in line with established guidelines where appropriate.
• Contribute to the improvement of business procedures and processes. Collect and perform basic analysis of data to contribute to quality business information management.
• Perform any other duties as required.

Type of Contract: Service Contract

Contract Duration: 12 Months

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JOB PURPOSE

The World Food Programme Technology (TEC) unit at the Regional Bureau for Eastern Africa has developed and is continuing to enhance and maintain a set of digital solutions to help Country Offices achieve their objectives:- The overarching goal of the TEC) unit is to continue with the modernization and utilization of enabling technologies.

The role requires the incumbent 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.

STANDARD MINIMUM QUALIFICATIONS

• Education: Bachelor’s degree in Computer Science, Information Science, Business Administration, Engineering, or related area. Certification in ITIL, CompTIA Network+/A+ or equivalent are assets
• Working Experience: One to two years’ experience of providing progressively responsible support in IT-related projects and resolving complex technical issues in IT solutions. Proficiency in Office 365 tools, Data Analysis tools such as Power BI and Tableau 
• Language: Level C fluency in both oral and written English.

KEY ACCOUNTABILITIES (not all-inclusive)

• Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimization, to ensure they are running effectively and enable easy and efficient use.
• Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.
• Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up-to-date.
• Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
• Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.
• With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
• Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
• Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organised.
• Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
• Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• 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.
• Experience in working on beneficiary services especially Handling Deduplication and adjudication using SCOPE biometric platform.

Contract Type: Fixed Term 

Contract Duration: 12 months

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JOB PURPOSE

There are a number of key themes that the Business in Country Offices (COs) need to enable the Country Strategic Plans and the ongoing operations in the country. Strategically aligning the TEC organization in the field to these needs will ensure CO operations are set up for success. TEC committed to having a technical service that underpins the regional and country operations and ensures that all the WFP staff are enabled to do their day-to-day work efficiently and effectively. 

In this context, under the supervision of the Senior Regional IT Officer (RITO) – and in accordance with WFP corporate IT standards/policies, the Network Infrastructure Coordinator (in collaboration with TEC Teams) will lead the planning, design, implementation, operation and optimization of the IT infrastructure services to support the field offices needs within the Region. He/She will be the technical lead for the rollout of ongoing corporate IT services/technologies.

STANDARD MINIMUM QUALIFICATIONS

Education:

• Advanced university degree in Computer Sciences, IT Engineering, Mathematics, Physics or other relevant field, or First university degree with additional years of related work experience or training/courses.
• Additional certifications related to Network Management is highly desirable

Experience:

• At least 6 years of professional experience in providing IT services/solutions, Networking and Telecommunications
• Experience in IT environments, preferably in large international organizations
• Significant level of ‘Hands On’ Cisco technology experience is required
• Experience working in a team-oriented, collaborative environment, and good customer service orientation
• Experience/Knowledge of WFP Corporate IT standards architecture/infrastructure would be an asset

Functional Skills & Knowledge/Competencies:

• Good general IT skills with strong skill level in Networking and Telecommunications area.
• Knowledge of information Systems Security, IT Infrastructure technologies
• Conscientious and efficient in meeting commitments, observing deadlines and achieving results
• Knowledge and Experience across Best Practice Methodologies such as ITIL would be an asset
• Willingness and ability to travel domestically and internationally, as necessary.

Language:

• Fluency in English 

KEY ACCOUNTABILITIES (not all-inclusive)

Under the supervision of the Senior Regional IT Officer, and in collaboration with the Technology Division (TEC), the Regional IT Officer- Network Infrastructure Coordinator will be responsible for the following key duties:

Tech lead for the delivery of ongoing new Corporate IT projects in Country Offices (COs)

Among those major projects it is worth mentioning:

• SD-WAN deployment using Fortinet Secure SD-WAN devices
• VSAT migrations from EMC/GE to MARLINK technology
• Global service management tool (GSMT)

Coordination of UAS/Drones services

• Contribute expertise and experience in representing the region in the Global Working-Group in charge of shaping the future of drone technology in the humanitarian space, concentrating on the thematic areas such as Ethics, Regulations and Operations, Imagery and Connectivity.
• Advice and support the Country Offices (COs) on the use of drone technologies to support programme activities
• Coordinate the rollout of Unmanned Aircraft System services to provides information for decision-making in emergencies and expand it gradually to steady-state operations.

Strategy and Planning

• Designates direction for Network, Cybersecurity and Business Continuity, Telephony/UC and Audio/Video Conferencing, Servers/Application/Virtualization/Storage/Backup services in accordance with WFP corporate IT standards
• Coordinate effective support from external contractors/partners and other UN agencies as necessary
• Assist with IT contracts and budgets planning
• Contribute to short- and long-term planning to meet requirements
• Capacity planning – Develops and implements strategies to identify future business needs and corresponding services/technology capacity needs
• Assesses IT performance to ensure that it meets the present and future needs of the business

Design/Develop

• Works with local/CO IT teams to support in IT requirements gathering
• Determines requirements impact on existing infrastructure, processes and systems
• Ensures proper communication/review of requirements and integration for impacted areas
• Explains to non-SME’s how the proposed solution will support their requirements
• Setup IT Infrastructures by leading the design, system configuration and coordinating system installation, documentation following corporate standards
• Design and implementation of new solutions
• Optimize existing IT systems to reduce costs and increase productivity
• Advice on preparation of bids and IT services negotiation with Suppliers/Service-Providers

Deployment

• Advices and assists with the installation, configuration and maintenance of IT solution/system
• Coordinates and leads major deployment and review of new, modified or enhanced system hardware and software components or services

Operation/Administration/Optimization

• Maximizes IT performance by monitoring performance, analyses and recommends the implementation of software or hardware changes – or fine tuning – to rectify any deficiencies or to enhance performance
• Troubleshoots IT issues, schedules upgrade and collaborates with TECM Team on IT optimization
• Support and administration of firewall environments in line with IT security policy
• Upgrades IT equipment to latest stable firmware releases
• Monitors network traffic to identify failures or to spot potential performance or bottleneck issues-and take corrective action where needed
• Recommends IT design changes/enhancements for improved systems availability and performance

Audio & Video Conferencing

• Lead the planning implementation, operation and maintenance of audio and video conferencing systems: advice and support set-up of multiple-point conferencing for meetings, sharing of documents, computer displayed information and whiteboard.
• Coordinate and guide the Country Offices (COs) IT staff in the installation and operation of video-teleconferencing systems (VTC), liaise with HQ for the scheduling of VTC events and compliance to the defined corporate standard

Production Support

• Provides 2nd Level support for major network related activities and incidents, including investigation of network issues and liaises with the IT Service Desk, Cybersecurity, Maintenance Teams and third-parties as necessary.
• Troubleshoots, diagnoses, and resolves problems.
• Documents problems and resolutions for future reference.

Policies, Processes & Standards

• Ensure adherence to policies, processes and standards.

Cybersecurity and Business Continuity

• Cybersecurity including management of Access Control, Antivirus/Antimalware software, behavioral analytics, data loss prevention, firewalls/UTM, Mobile devices security, access rights, password protection, Network segmentation, VPNs, Web-Security, Wired/Wireless security, Security information and Event management etc.
• Assess risks, identifying critical IT service and system dependencies and define and implement cost- justifiable countermeasures/contingency plans
• Guidance on the development of comprehensive disaster recovery plans

Vendor/Suppliers Management:

• Works with vendors/suppliers to resolve IT problems
• Support in negotiation efforts for contracts with external vendors/suppliers or individuals
• IT Services Level Management (SLR/SLA) and review of Services Level Achievements against Service Level Agreement targets

Research/Evaluation

• Conducts technical research on IT upgrades and components to determine feasibility, cost, time required, and compatibility with current system
• Evaluates, selects and implements tools to improve the quality and effectiveness for monitoring/administration tasks and enhance security levels

OTHER DUTIES

Other duties and responsibilities include, but are not limited to:

• Advice and support Country Offices’ (COs) IT staff activities in the installation of IT’s auxiliary equipment such as power supplies, UPS units, Voltage Regulators, DC converters and various protection and remote control systems
• Take the lead in the development of requirements and specifications for the procurement of critical/major Network equipment, spares and supplies
• Design and delivery of in-house “basic” Training for CO staff working in the IT area- and recommendation of outsourcing Training where needed
• Advice on Buy-or-Lease Decision, Make-Or-Buy Decision
• Perform other related duties as required.

TERMS AND CONDITIONS

Type of Contract: Short Term Contract

Contract Duration: 11 Months

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JOB PURPOSE

Digital transformation is a key priority at WFP, ensuring that the organization is efficient and effective in serving hungry people. Based in the Nairobi Regional Bureau, the Business Engagement and Project Manager will help to shape demand and support the roll out of digital tools across the Nairobi Regional Bureau and country offices. The Project Manager’s time will be split equally between Business Engagement and project management tasks. For Business Engagement the candidate will work with teams to understand their foundational use of technology, areas for improvement and guide demand for technology requests. For project management they will support the roll out of global tools and feed into needs gathered from the field. To succeed in this role you should be interested in improving business processes through digital tools but above all enjoy building connections and relationships with WFP teams.

STANDARD MINIMUM QUALIFICATIONS

Education:

• An advanced university degree in Economics, Business Management, Technology or other relevant field or First University degree with additional years of related work experience or trainings/courses.

Working Experience:

• At least 3 years of relevant professional experience with additional supervisory experience. Project management and functional experience also desirable.

Knowledge & Skills:

• Be a great communicator, relationship builder. Good analytical skills, ability to prioritize and drive sound business decisions, intermediate knowledge of technology also needed.

Language:

• Fluency (level C) in English language.
• Intermediate knowledge (level B) of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese is a desirable.

KEY ACCOUNTABILITIES (not all-inclusive)

Business Engagement:

Technology Portfolios:

• Develop and keep updated the corporate repository of technology use at country office and regional level using the portfolio health check template, determining how effective/fit for purpose application use is.
• Schedule for review applications where relevant and follow remediation efforts.
• Develop a solid understanding of WFP’s solution landscape to be able to guide teams on appropriate corporate tools to use.

Field software development:

• Act as focal point for field software development requests, shaping requests for teams to take to the Demand Assessment Board for scheduling.
• Follow the technology development taking place outside of the TEC division across the region to ensure all is registered and abiding by the framework for software development, support and maintenance.

Project Management:

• Support the roll out of corporate tools, including DocuSign and the Global Service Management Tool.
• Be the first point of contact to advise and configure simple workflows in said tools.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Support Product Owners in managing customer expectations for project deliverables.
• Interact with various clients and various stakeholders to determine their problem statement through requirement gathering, conducting analysis of the requirement and coming up with the system specification document.
• Successfully manage the relationship with the client and all stakeholders.
• Other duties as required.

KEY DELIVERABLES

• Technology Portfolios are up to date and approved with each country office for all Nairobi Regional Bureau countries.
• High risk applications with beneficiary information which are owned locally are scheduled for review and remediation. Needs are discussed and approved with local product owners.
• Participate in Country Director level meetings to present portfolio healthcheck findings.
• Incoming field software development requests are reviewed and scheduled in a timely manner.
• Effectively facilitated inputs for and follow ups from Demand Assessment Board where needed on behalf of Country Offices.
• Glass is updated with relevant information across Country Office portfolios.
• Heads of IT clear on automation plans and upcoming releases.
• Field needs effectively fed into global product plans.
• Seen as a collaborative team member.

TERMS AND CONDITIONS

Type of Contract: Fixed Term Contract

Contract Duration: 12 Months

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JOB PURPOSE

The Technology team (TEC) Service Delivery Manager is responsible for owning IT service management processes, including the day to day management of 3rd party suppliers, supporting cross functional TEC project delivery, as well as the leadership and co-ordination of in house teams supporting business as usual TEC services.

Including:

• Contributing to the corporate, strategic and tactical direction for TEC services
• Customer support, delivery of production IT services (both application and infrastructure)
• Ownership of new or evolving business requirements, ensuring they are translated into new or revised services that align with the TEC Architectural Principles
• Lead or contribute to TEC infrastructure and strategic technology change projects
• Contribution to the development and implementation of TEC security processes and compliance requirements
• Provide accurate and timely information on operational status and reports to management
• Ensure Audit recommendations and actions are completed in a timely manner
• Assist in drafting requests for proposals and reviewing support contracts including Service Level Agreements & Standard Operating Procedures
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements& reporting non-compliance as appropriate
• Delegated operational and project procurement activities

Key Relationships:

• The post holder will work closely with internal and external stakeholders at all levels, but with a focus on senior stakeholders and key business change drivers.
• This will involve close working relationships with other senior managers, Information Asset Owners, Business Owners, TEC Business Relationship Managers, the TEC Contract and Commercial Manager, the TEC Security & Information Assurance Manager and with external supplier managers and their staff.
• The post holder will advise and support the TEC senior management team in developing TEC strategy in accordance with business requirements, responding to and providing strategic and tactical direction for business change.
• As a primary operational client side contact, the post holder will lead on resolving high profile issues and managing suppliers to ensure a high standard of service at all levels.
• The post holder will contribute to the following best practice processes: Daily incident report, Change Advisory Board, change request, problem review, infrastructure and project board, risk review and service improvement.

STANDARD MINIMUM QUALIFICATIONS

Qualifications & Experience Required:

Education:

• Advanced university degree in Information Technology, Computer Science or other relevant field, or First University degree with additional years of related work experience or trainings/courses.

Experience:

• 3 or more years of professional experience in a relevant field.

Language: 

• Fluency (level C) in English language.

Desirable Skills:

• Experience of working client side in an outsourced TEC environment and supplier management against SLAs, monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement
• Experience of managing the performance of information / information technology and telecommunications systems services
• Experience of application and release management and TEC change management
• Experience of working in a secure environment

Additional Skills

• Significant knowledge of end user delivery and network support
• Knowledge of case management systems
• ITILv3 Foundation qualified
• Understanding of the legal issues relating to IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights
• Experience of managing in house teams to deliver high quality services and outcomes
• Experience of building strong working relationships with a variety of stakeholders
• Strong customer focus
• Ability to manage technically diverse teams to deliver agreed outcomes
• Experience in delivering strategic and tactical technology change
• Project management experience
• Good communication and negotiation skills
• Positive can do attitude and flexibility of approach

KEY ACCOUNTABILITIES (not all-inclusive)

Service management

The post-holder will ensure that all ITIL best practice processes for in house and 3rd party suppliers are implemented, relevant, and effective:

• Incident Management – customers have minimum service interruption and effective support
• Problem management – Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary
• Change Management – Business as usual and project changes thoroughly assessed via the change management process before implementation for business impact and scheduled appropriately
• Configuration management – Maintain a reliable database for asset tracking and relationships between configuration items valid and effective
• Release Management – Effective forward schedule plan with standard changes and project rollouts incorporated
• Capacity Management – Infrastructure resources monitored and remain within agreed tolerance for effective service delivery
• Availability Management – Maintenance windows agreed with the business, key services remain available when required
• Continuity Management – Single points of failure risk assessed, key risks eliminated, Disaster Recovery plans fit for purpose and fully tested
• Service Level Management – Suppliers fulfil their contracted requirements and in house teams support the agreed targets

BAU service delivery:

• Matrix management of in- house teams delivering end user, applications, access control, security process and project support
• Responsibility for the management of TEC service requests, ensuring compliance with agreed governance processes and workflow
• Review and advise on current capacity management reports
• Maintain the TEC Operational Risk Register and input into business continuity planning and disaster response plans
• Contribute to the Service Improvement plan process
• Ensure that infrastructure refresh plans are timely, appropriate and delivered without impacting system availability
• Where appropriate, act as a key escalation contact for Commissioners and Directors for service delivery issues, ensuring they receive an appropriate level of customer care and support
• Create an effective succession plan for team resilience and staff development opportunities
• To undertake any other duties as may be assigned from time to time commensurate with the level and responsibilities of the post

Project ownership and delivery

• Responsible for reviewing and advising on technical strategy and tactical solutions
• Contribution to the technical roadmap and forward schedules for project implementation
• Assess and recommend new system implementations and any potential for cloud service offering alternatives
• Oversight of infrastructure, system and platform projects- implementation of new and maintenance of existing tech platforms
• Allocate appropriate resources to project implementations
• Maintain close links to key business stakeholders, especially Business Relationship Managers, turning feedback into action plans to drive innovation wherever possible

CORE COMPETENCIES

Critical experiences preferred:

• Global/Regional project deployment with clear outcomes/results
• Management of project teams of at least 10 teams and more
• Hands on experience in using Office 365 tools (Sharepoint, powerapps, workflows)
• Experience in deployment and customization of service management tools
• Supporting and management of cross-functional projects on cash based solutions and biometric solutions data assurance projects
• In-depth knowledge in Annual performance planning, risk management and oversight tracking
• Recent experience in deployment of small/or medium scaled infrastructure project management

Continuous Development

• Drive to achieve excellence and continuously develop oneself, one’s team and the organization through learning and knowledge sharing

Valuing Diversity

• Openness to working effectively with diverse ideas and people

Organizational Commitment

• Meets the standards of behavior and professionalism required to operate effectively

JOB SPECIFIC COMPETENCIES

Analytical Thinking & Decision-Making

• Thinks logically in analysing complex information in order to identify key issues and make effective decisions

Change Orientation

• Ability to adapt to changing demands in the workplace

Communication & Interpersonal Skills

• Conveys information effectively through negotiation and influencing others

Resilience

• Demonstrating the confidence and ability necessary to cope with challenging situations

Task Management

• Ability to prioritise effectively so as to meet the goals of the team

Teamwork

• Seeks opportunities to involve others and is effective working cooperatively with and through them, demonstrating commitment towards team goals

TERMS AND CONDITIONS

Type of Contract: Fixed Term Contract
Contract Duration: 12 Months