ORGANIZATIONAL CONTEXT AND JOB PURPOSE

At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily

basis. Job holders are expected to manage resources and coach and coordinate a team of support staff.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the general supervision of the Head of IT and the direct supervision of the IT Operations Officer, the incumbent will perform the following duties:

Liaison:

Within delegated authority, the Staff Member is in charge of the liaison with:

• Global IT Service Desk: To ensure all incidents escalated to the Service Desk are recorded, tracked and resolved.
• Country Office ICT: providing bi-weekly reports on the CO IT Operations activities
• IT Support in Baghdad Country Office and field offices: collecting concerns, lessons learnt and providing technical assistance and user support as required.

Rollout:

Within delegated authority, the Staff Member executes implementation plans for the rollout of various corporate applications and network devices.

Coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services.

Planning:

The Staff Member plans for IT resources, equipment needs and IT network assessments.

S/he is in charge of the IT stock and delivered equipment, keeping track of current and future requirements.

S/he reviews IT Standard Operating Procedures, designs training materials and delivers training sessions for Country Office and Area Offices.

Expected duties and responsibilities

The Staff Member will also be expected to carry out other tasks that may initiate during the course of the appointment as and when needed, such as:

• Carry out system and hardware maintenance tasks, such as running specialized network monitoring and system protection, to ensure technology is running effectively.
• Monitor technology reliability, identify user needs, analyse data and produce accurate reports in order to recommend IT solutions to support informative decision-making.
• Resolve users queries independently, escalating if required, to ensure that standard IT questions are answered, and accurate information is provided.
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
• Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.
• Coordinate installation and maintenance of telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies. 

Job specific UN core competencies

Professionalism and understanding of Information Management: Possesses knowledge of organizational policies and procedures relating to the position with WFP and applies them consistently in work tasks. Ensure information allows for an informed and transparent decision-making.

Project Management: Demonstrates the ability to collate time, resource, and budgetary estimates from multiple stakeholders to design plans for complex projects, implementation activities and manages the change control procedure, while ensuring that project deliverables are completed.

Client Management: Partners with respective business areas in identifying and evaluating new opportunities to proactively improve Cooperating Partners and beneficiaries’ satisfaction, ensuring high quality technical support across the organization.

Service Management: Challenges teams to consistently seek higher standards of performance and service delivery; Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services.

Requirement Definition and Management: Specifies and documents business requirements as directed, ensuring traceability back to source; analyses them for adherence to business objectives and for consistency, challenging positively as appropriate. Works with stakeholders to prioritise requirements.

Planning and organising: Allocates appropriate amount of time for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary.

Strategic Account Management: Proactively engages key stakeholders at existing/potential client sites to gain an understanding of how WFP can best serve as a strategic partner in meeting future business needs.

Teamwork: Works collaboratively with peers and supervisees alike.

Job Details

Preferred Candidate