Country: India
Closing date: 27 Sep 2017
Vacancy Details
Post Title: IT OperationsAssociate, IT Helpdesk(Global Support Services Unit
Reporting to: Head of Service Management and the Chief,Service Management Branch in WFP Headquarters, Rome
Position Contract: Fixed Term Appointment
Position Level: GS 6 level
Duty Station: New Delhi, India
Duration: One Year (Renewable)
No. of positions: 1 (one)
ABOUT WFP
The United Nations World Food Programme 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.
JOB PURPOSE
To coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services.
Reporting and Supervision
Under the overall guidance of the Country Director and under the direct supervision of the Information Technology Officer of the GSS Unit in New Delhi, the Head Business Support in HQ and the Chief, Operations and Services Branch in HQ, the incumbent of the post will perform the following functions:
Duties and Responsibilities
- Assist Information Technology Officer in staffing, shift work planning, coordination, supervision, scheduling, development, evaluation and reporting;
- Act as a shift in-charge for a shift as per the roster (The service operates on a 24/7/365 basis. Shift duty is mandatory including nights and weekend shifts);
- Assist in the deployment, monitoring, maintenance, development, upgrade, and support of corporate network and applications. Reporting on SLA's, internally and externally and the management of escalations/exceptions for calls;
- To maintain up-to-date documented procedures;
- To assist and provide input in order to identify, recommend, develop, implement, and support cost-effective technology solutions;
- To take lead in providing input and suggesting measures to improve the quality of service to end user;
- To act as a process improvement expert for a ITIL process based support center environment;
- To take lead in establishing best practices of knowledge management in a support center and act as a knowledge bank expert;
- To act as a technical specialist for the underlying IT Infrastructure and technology used for the delivery of service;
- To analyze the current state of service level agreement compliance and suggest measures to improve upon the same;
Duties and Responsibilities Contd.
- To analyze and suggest the measures to improve the customer satisfaction score; To analyze the incident resolution data and suggest measures to increase the resolution rate at first level;
- To keep abreast on the latest developments in tools and technologies for a remote based support service center and provide inputs. To analyze the current trends of volume of incidents and contribute to the process of reduction of incidents;
- To coordinate with second and third level support teams for faster resolution of incidents and service requests;
- To contribute to the process of release management for new services, applications and tools by acting as a pilot for the rollouts. To provide inputs in turn, to provide feedback to the release and deployment teams for course-correction, if any;
- To analyze the incident management database for trends and recurrence of incidents and provide inputs, to contribute to the process of proactive problem management;
- To build and generate reports on vital indicators on the quality and performance of service, and suggests measures for improvement;
- To explore the trends in market-place for self-healing and self-service tools and applications, and provide inputs for implementation;
- To provide inputs and suggest measures to improve the quality of ticket records;
- To coordinate and develop the training content, work-flow, procedures, and provide training to IT Assistants on underlying tools, applications and technology for existing and new services;
- To provide full range of technical assistance and guidance to IT Assistant
- 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.
Perform other related duties as required.
To build and generate reports on vital indicators on the quality and performance of service, and suggests measures for improvement;
To explore the trends in market-place for self-healing and self-service tools and applications, and provide inputs for implementation;
To provide inputs and suggest measures to improve the quality of ticket records;
To coordinate and develop the training content, work-flow, procedures, and provide training to IT Assistants on underlying tools, applications and technology for existing and new services;
To provide full range of technical assistance and guidance to IT Assistant;
Perform other related duties as required.
To analyze and suggest the measures to improve the customer satisfaction score;
To analyze the incident resolution data and suggest measures to increase the resolution rate at first level;
To keep abreast on the latest developments in tools and technologies for a remote based support service center and provide inputs.
To analyze the current trends of volume of incidents and contribute to the process of reduction of incidents;
To coordinate with second and third level support teams for faster resolution of incidents and service requests;
To contribute to the process of release management for new services, applications and tools by acting as a pilot for the rollouts. To provide inputs in turn, to provide feedback to the release and deployment teams for course-correction, if any;
To analyze the incident management database for trends and recurrence of incidents and provide inputs, to contribute to the process of proactive problem management;
To build and generate reports on vital indicators on the quality and performance of service, and suggests measures for improvement;
To explore the trends in market-place for self-healing and self-service tools and applications, and provide inputs for implementation;
To provide inputs and suggest measures to improve the quality of ticket records;
To coordinate and develop the training content, work-flow, procedures, and provide training to IT Assistants on underlying tools, applications and technology for existing and new services;
To provide full range of technical assistance and guidance to IT Assistant;
Perform other related duties as required
4Ps CORE ORGANISATIONAL CAPABILITIES
Purpose
- Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
- Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
- Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
- Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.
People
- Look for ways to strengthen people's skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
- Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
- Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
- Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.
Performance
- Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
- Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
- Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
- Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.
Partnership
- Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
- Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
- Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.
FUNCTIONAL CAPABILITIES
Capability NameDescription of the behaviour expected for the proficiency level**Governance, Strategy and Architecture**Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems.**Change Implementation, Project management, Planning and Optimization**Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.**Technical Expertise** Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference.**Service Management** Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved.**Client Management**Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions.**Procurement and Contract Management** Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.
STANDARD MINIMUM QUALIFICATIONS
Education: Completion of Secondary school education. A post-secondary certificate in the related functional area. First level university degree will be an added advantage.
Foundation/practitioner level certification in ITIL best practices highly desirable.
Language: Fluency in both oral and written communication in English is essential.
EXPERIENCE
- At least five years of progressively responsible job related experience in information technology or telecommunications or information management, such as, WAN/LAN networking, operating systems, telephone services, radio unit, web design, registry etc.
- Has experience in analyzing service management Some experience in client support, such as, a Help Desk or User Support Unit, web design team, telephone maintenance service, e-marketing group, hotline etc. and hands on experience in UN or NGO environments is desirable.
- Has experience analysing service management results and development service enhancement recommendations.
- Has participated in business process re-engineering efforts and identified service management improvements.
- Has experience participating in country office procurement/budgeting process.
- Experience in a 24x7 call center environment will be preferred.
Knowledge
Sound knowledge of computing technology, and in particular Windows Server 2003/2008, Active Directory, Windows XP/ 7, LAN topologies, MS Office, MS Outlook, Lotus Notes and Domino, Lync/Office Communicator, Live Meeting, SharePoint Teamwork, Security and Firewalls (ISA, Pix, SonicWall) and related tools and technology.
In-depth knowledge and experience across service support and service delivery best practice methodologies such as ITIL is desirable
Expected Results and Critical Success Factors
Expected Results:
Well managed and supervised support staff in a country office; timely administrative support in general and specialised areas.
Critical Success Factors:
Sound judgment; ability to extract, interpret, analyse and format data and to resolve operational problems. Ability to work with minimum of supervision; to supervise and train support staff; and to work effectively with people of different national and cultural backgrounds. Ability to work with accuracy under time constraints and pressure; to deal patiently and tactfully with staff members and others and to have a high sense of confidentiality, initiative and good judgment. Good administrative and supervisory skills; ability to plan and organize work and to train and motivate support and administrative staff in a country office.
TERMS AND CONDITIONS
Note: Candidates are required to register on the e-recruitment portal for sending their applications.
Remuneration comprises an annual base salary starting at INR 965,499/- (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.
Deadline for Applications
27 September 2017.
How to apply:
https://career012.successfactors.eu/career?career_ns=job_listing&company=C0000168410P&navBar...
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