Apply: WFP I.T. Solutions Associate

Deadline: 06 June, 2022

Location: Dakar, Senegal

The World Food Programme (WFP) is seeking applications from eligible applicants for the post of IT Solutions Associate.

WFP works to ensure the most vulnerable populations, especially women and children, can access the nutritious food they need.

Responsibilities

  • Log all relevant incidents/service request details, allocating categorisation and prioritisation codes
  • Provide troubleshooting and validation of incidents as second line support to the WFP country offices in West Africa
  • Provide accurate and timely diagnosis and rectification of faults reported by the country office team or service operations team
  • Resolve or escalate incidents and service requests according to established procedures, within the time limits established by the service level agreements (SLAs)
  • Work proactively to ensure prompt resolution of support issues and the highest possible levels of end-user satisfaction
  • Work within the rules, guidelines, principles, and deadlines of the SCOPE agile solution process
  • Work on the service desk ‘Follow the Sun’ shift as per service operations procedures
  • Liaise with SCOPE product development team and SCOPE service support team in Nairobi when new functionality is introduced and support its testing and implementation
  • Participate in testing candidates
  • Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable
  • Manage high severity incidents, to ensure their correct reporting, escalation and resolution
  • Perform initial analysis for incidents that can become change requests or problems
  • Report daily to the head of regional service support (RSS) officer on the status of their activities and/or, as required, escalate blocking issues
  • Report weekly to the senior RSS on activities in general and issues that require higher-level escalation in particular
  • Report weekly to the RSS head when in mission
  • Produce written mission reports for each mission, physical or virtual
  • Be available out of office hours for extraordinary support tasks
  • Complete any other duties as assigned by the supervisor

Requirements

  • University degree in Information Technology, Business Management, or a related field
  • Training and knowledge of business analysis methodologies will be an asset
  • Six years, minimum, of progressively responsible professional experience in implementing software systems and providing technical support
  • Experience in dealing with and managing customers
  • Experience in business analysis troubleshooting procedures, such as diagnosing and rectifying errors
  • Experience in providing training on technical matters and/or software applications
  • Experience in humanitarian aid operations and/or project management or change management, preferably in an I.T. context is an asset

To apply and for more information, click here.

Photo source: IBM Research

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