Site World Food Program
The WFP is hiring aBusiness Transformation Officer (Regional Digital Assistance Services Support), NO-A (166866).
WFP celebrates and embraces diversity, we are committed to creating an inclusive environment for our employees and the people we serve. All aspects of employment are based on operational needs, job requirements, merit and individual qualifications. WFP encourages and welcomes qualified candidates irrespective of race, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.
Duration: 12 months (renewable)
Background and purpose of the position
The United Nations World Food Programme (WFP) 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.
To learn more about WFP, visit our website and follow us on social media to keep up with our latest news: LinkedIn, Instagram, Facebook, and Twitter.
The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to manage:
- the identities and entitlements of its beneficiaries,
- the operational parameters of the programmes that transfer benefits to them,
- the assurances and insights to ensure related risks are properly managed,
- as well as a multitude of solutions to address digital needs in the region, for a multitude of scenarios, such as Scholl Feeding, Data Collection, Data Visualization, etc.
What will you do in this position?
SCOPE is WFP’s beneficiary and transfers 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. SCOPE is intended and continuously developed and improved to fully support all WFP transfer modalities: cash, voucher and in-kind, for a variety of project activities. WFP also plans to develop/use a broader set of tools and provide related services beyond the current SCOPE capabilities.
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 an extended presence in each of WFP’s Regional Bureau. The team provides technical support to over 3,000 WFP users in 60 Country Offices as well as to external users.
The staff from the Country Offices of the region, as well as the one from the Regional Bureau (RB) need support in several digital solutions used to collect, manage, store, analyze beneficiary data or provide services to beneficiaries. Such tools include MoDA, our implementation of ODK, as well as School Connect, a platform to manage school students’ information, and others.
To ensure the effective operation of SCOPE and of the other digital tools of WFP, there are Regional Support positions at the Regional Bureau, that work in concert with the SCOPE Service Support team in Nairobi, predominantly, and with the support teams corresponding to the other digital solutions, providing technical support as well as training and orientation to the Regional Bureau and Country Offices staff.
The West Africa Digital Assistance Services (DAS) team, composed of 7 staff, provides a range of services regarding SCOPE as well as other digital needs. One such service is the Technical Service Support: ensuring that the applications are properly configured, and running, providing training, support, data cleaning services, assessments, orientation, etc.
The DAS Regional Service Support (RSS) team is composed of 3 staff: one officer and two analysts. The officer will supervise the two DAS RSS Analysts and will work under the direct supervision of the Regional Digital Assistance Services (DAS) Team coordinator.
The incumbent will travel to different offices of WFP in the Western Africa region on missions to deliver training and support implementations, though most of the work will happen from the Regional Bureau offices in Dakar. These missions often last one week but may take place over several weeks, sometimes longer.
With a dedicated focus on the region and its context, but where also relevant globally, the incumbent will be responsible to:
- Manage the DAS RSS team, supervising the staff working in the team.
- Manage the relationships with the staff of the Country Offices to ensure the best technical support possible.
- Manage all the technical support requests, providing troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices of the Western Africa region.
- Ensure that all incidents and problems are addressed in the most efficient way and follow up on all issues of the Country Offices of the region, even when transferred to other units for resolution.
- Log all relevant incidents/service request details, allocating categorization and prioritization codes.
- Get the most technically advanced possible knowledge of SCOPE, primarily, and of all other platforms to support when these will become supported by the Regional Bureau.
- Provide accurate and timely diagnosis and rectification of faults reported by the Country Offices 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.
- Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration, etc.
- Proactively communicate with Country Offices and Regional Bureau staff to communicate issues, solutions, improvements, new functionalities, etc. Follow up on all open and pending tickets.
- Work within the rules, guidelines, principles, and deadlines of the SCOPE agile (Scrum) 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 together with the SCOPE Service Support team in testing release 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.
- Work with the other Team Leads and members on the identification of areas of Continuous Service Improvement for the Service Operations team.
- Train staff of the Country Offices, the Regional Bureau, and the Regional Bureau DAS team on SCOPE solutions, and other solutions as required.
- Elaborate mechanisms to ensure the best possible technical training is provided to the Country Offices and that a community of technical staff is established to foster knowledge circulation, creativity, and proactive solutions.
- Report daily to the DAS team coordinator on the status of his/her activities and/or, as required, escalate blocking issues.
- Report weekly to the DAS team coordinator, on activities in general and issues that require higher-level escalation in particular.
- Report weekly to the DAS team coordinator when in mission.
- Produce written mission reports for each mission, physical or virtual.
- Ensure that procedures and techniques in the team are appropriate and constantly improved, searching for maximum efficiency of the DAS RSS team, the DAS team overall, and the Country Offices teams and operations as well, where possible implementing indicators that will allow follow up and monitoring over time.
- Advise the DAS team coordinator on any areas that require improvement.
- Be available out of office hours for extraordinary support tasks.
- Any other duties as assigned by the supervisor.
This is not a full definition of the role but covers the main aspects and drivers for success.
Specific qualifications & experience required
Education: University degree in Computer Science, Engineering, Business Administration, Business Informatics, Management Information Systems, Project Management, or another relevant field. Training and knowledge of business analysis methodologies is an asset.
- At least one (1) year of relevant professional experience in implementing software systems, providing technical support, or implementing projects.
- Experience in supervising staff.
- Experience in dealing with and managing customers, or providing support and/or assistance to people.
- Experience in business analysis troubleshooting procedures, such as diagnosis and rectification of errors.
- Experience providing training on technical matters and/or software applications.
- Experience in humanitarian aid operations and/or project management or change management, preferably in an IT context is an asset.
Knowledge & Skills
- Customer orientation, patience, willingness to help, guide, and support.
- Very good communications skills, both orally and in writing.
- Team worker, desire to share, learn and constantly improve procedures, documents, etc.
- Good team leader and supervisor.
- Strong problem solving and client orientation. Good relationship builder.
- Very capable of sorting things out in the face of adversity and working under pressure for important and urgent deadlines.
- Very good organizational and planning skills as well as communications skills.
- Competent in facilitating meetings, workshops, and training.
- Very good and demonstrated team player and negotiator.
- Strong writing skills and ability to deliver presentations to multiple stakeholder groups in clear and concise business language.
- Good command of Excel.
- Knowledge of IT Service Management processes such as Incident, Problem, Change, Access, and Configuration Management, according to ITIL v.3 best practices is an asset.
- Ability to work in multi-cultural and multi-ethnic environments.
- Expertise in Cash-Based Transfers implementation or Monitoring & Evaluation implementation would be desirable.
Fluency in French and English languages (oral and written).
Closing date: 30 June 2022.