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IT (SCOPE) Service Operations Analyst at World Food Programme (WFP)

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The World Food Programme is the food assistance branch of the United Nations and the world’s largest humanitarian organization addressing hunger and promoting food security.


JOB PURPOSE


We are seeking to fill the position of a Service Operations Analyst to join the Global SCOPE Service Operations (WFPs digital assistance platform) team based in Nairobi, Kenya.


STANDARD MINIMUM QUALIFICATIONS


Education: Bachelor’s degree in any business-related course, Computer Science, Information Technology or a related programme from an accredited University.


Should have at the least certification in ITIL3 Foundation and ITIL Service Operations and ITIL Continual Service Improvement from an accredited institution.


Experience:



  • 4  years post-graduate in a Service Operations environment and progressive administrative work in support of a business function.

  • Proficiency in using Outlook365

  • Must have practical knowledge in the use of an IT Service Management tool including reporting.


Language: Fluency in both oral and written communication in English is essential. Official UN language is an added advantage especially French and/or Spanish.


DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE



  • Experience with working in a Service Operations Unit setup.

  • Conversance with the WFP SCOPE end to end process including the end-to-end SCOPE Service Operations processes

  • Experience using Easy Vista and Azure DevOps.

  • Experience working with WFP operations, especially CBT. Experience and knowledge working in the United Nations environment.


KEY ACCOUNTABILITIES



  • Working in the SCOPE Service Operations Unit under the direct supervision of the Service Operations Lead, you will be responsible for the following duties:

  • Manage, monitor, and guide the Training Release and Access Management team members in their daily operations, delegating duties and authority where need be.

  • Coach and develop team members’ strengths and capabilities.

  • Be the project manager for any project covering the team’s area of operation and support.

  • Assist the Service Operations Lead in identifying new projects and services that the Service Operations team can offer.

  • Perform learning and development activities including knowledge management for all solutions supported by the Service Operations team. This includes offsite and onsite training.

  • Be an advisor and alternate to the Service Operations Lead (where called upon).

  • Work with the other Team Leads on the identification of areas of Continuous Service Improvement for the Service Operations team.

  • Be the direct supervisor of your team members, performing periodic performance reviews and advising on areas that require improvement.

  • Be the interface between your team and third-level support, including escalating any team requirements to the Service Operations Lead.

  • Mediate between end user requests and team member responses, ensuring efficient, accurate and timely responses and resolution to the end users.

  • Liaise with the Problem and Incident managers in analysis and resolution of reported incidents and problems.

  • Translate end user specifications to technical requirements and liaise with third-level support teams in development of the same.

  • Monitor usage of the Global Service Management tool, providing inputs and recommendations of changes where needed.

  • Provide business support services to the Service Operations unit such as travel requests, protocol, leave plans, staff availability calendars and events organization (trainings, boot-camps, retreats)

  • Maintain an updated clean stock record of all equipment allocated to the entire team and manage the issuance of equipment to team members.

  • Oversee and ensure that queue management, end user communication, team support and administrative services are all carried out effectively and efficiently.

  • Actively participate in presentations/demos of release candidates by third level support.

  • Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized.

  • Any other duty that may be assigned.


TERMS AND CONDITIONS


Grade: Service Contract, SC6 (G6 equivalent)


Duty Station: Nairobi, Kenya


Duration: 12 months


Unit/Division: TEC-M Service Operations


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