Job Purpose: Under the direct supervision of the Solutions Developer, the incumbent will be responsible to coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services, and for providing technical support on the development, maintenance, testing, and implementation of IT solutions in line with business requirements and for the successful delivery of DAS operational objectives as determined by the DAS Team Lead. Additionally, the incumbent will provide first-level technical support to end-users for corporate tools and systems, ensuring system functionality and delivering training and capacity building. The role involves engaging with end-users to gather requirements, implement system enhancements, and deploy updates in compliance with WFP’s IT standards. It includes mapping business processes, developing Low-Code/No-Code solutions, and coordinating responses to unit requests.

The selected incumbent will be expected to be a team player with good problem solving, client orientation, organization and attention to details skills with the ability to communicate effectively. 

Contract Duration: 12 Months, (Renewable based on availability of funds, business needs and performance)

Key Responsibilities (not all-inclusive, nor exhaustive):

• Monitor technology reliability, identify user needs, analyse data and produce accurate  reports in order to recommend IT solutions to support informative decision-making.
• Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff.
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
• Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.
• Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.
• Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.
• Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided.
• Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

Skills

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

Education: Completion of Secondary School Education. University Degree in Information Technology or other related field would be an advantage.

Experience: Minimum 6 years of work experience in IT support, system administration, solution development, networking, or IT project management

Language: Fluency in both oral and written communication in English and Arabic. Knowledge of French language is desirable.

Required Experiences for entry into the role:

• experience in providing first-level technical support to end-users, troubleshooting issues, and escalating complex problems to appropriate teams when necessary.
• experience in working with Low-Code/No-Code platforms specifically using Microsoft Power Automate to develop and implement automated solutions,.
• Experience in IT systems/software deployments, including conducting testing in staging environments and ensuring successful production rollout.
• Experience in engaging with end-users to gather and document requirements for system enhancements or new tools implementations.

Desired Experiences for entry into the role:

• Experience in coordinating and following up on requests from various units, ensuring timely resolutions and effective stakeholder collaboration.
• Experience in the installation, configuration, and customization of IT software.
• Experience in creating user manuals, step-by-step guides, and training materials to help end-users effectively adopt IT systems and tools 

WFP Leadership Framework: Common Standards of Behaviour

• Leads by Example with Integrity
• Upholds WFP values, principles, and standards
• Respects others and values diversity
• Stays focused and calm under pressure
• Demonstrates humility and a willingness to learn
• Drives Results and Delivers on Commitments
• Delivers results for maximum impact
• Delegates appropriately
• Adapts readily to change
• Fosters Inclusive and Collaborative
• Is inclusive and collaborative
• Gives timely and constructive feedback
• Builds and shares new perspective
• Applies Strategic Thinking
• Communicates and fulfils WFP’s vision
• Embraces curiosity and new ways of doing things
• Analyses and evaluates data
• Considers the impact of decisions
• Builds and Maintains Sustainable Partnerships
• Collaborates to deliver common objectives