Digital Solutions Officer CST-II

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply 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.

Job Title Programme Policy Officer (Digital Solutions)

Type of Contract CSTII

Unit/Division Emergencies & Transitions Unit (PRO-P)

Duty Station HQ – Rome, Italy, but with up to 40% travel

Duration 11 months

ORGANISATIONAL CONTEXT

Assisting more than 100 million people in over 80 countries each year, the World Food Programme (WFP) is the leading humanitarian food security organisation – saving and changing lives, delivering food assistance in emergencies, and working with communities to improve nutrition and build resilience. To achieve its mandate, WFP must ensure that it reaches the right people and that it manages its relationship with those individuals and their communities in a responsible, accountable, and effective manner.

Guided by WFP’s Strategic Plan (2022-2025), the Emergencies and Transitions Unit (PRO-P) is responsible for key thematic areas critical to achieving people-centred programming:[1] protection, accountability to affected populations, humanitarian access and conflict sensitivity. PRO-P has recently restructured, shifting from a thematic- to function-based model to better integrate thematic content and deliver support to field operations across the programme cycle.

PRO-P functions through two interdependent pillars: 1. Strategy and Partnerships: helping position WFP within the wider humanitarian and development spheres; and 2. Programme and Field Support: focused on the design and operationalization of innovative programme models to bridge the policy- practice gap. These two pillars are supported by an Evidence Building, Knowledge Management and Learning team.

In support of the implementation of the protection and accountability policy and the forthcoming conflict sensitivity mainstreaming strategy, the Programme and Field Support team (PFS) is responsible for developing people-centered standards, guidance and tools. Within the PFS team, a Data & Analytics team is responsible for providing improved access to data and analysis systems and capabilities required to establish and achieve people-centred programming standards and guidance.

Within the Programme and Field Support pillar, the Data and Analytics (DA) sub-unit supports PRO-P to define, develop and deliver programme standards, products, and services by providing core data collection, management, analysis, use and measurement functions. In support of these objectives, the DA sub-team objectives for 2022-2023 include:

1. Developing a functional framework for community feedback data within the larger landscape of people-centred data;
2. Systematising the collection, management, mixed-method analysis, and presentation of community feedback mechanism (CFM) data with a focus on utilization to achieve improved people-centred programming.
3. Developing and implementing a holistic digital solution package for CFM data.
4. Reviewing of relevant monitoring and measurement frameworks with a view to streamline measurement and monitoring efforts and develop new frameworks as needed to track progress against commitments in achieving people-centred programming standards.

JOB PURPOSE

Within the Data and Analytics Team, and under the direct supervision of the digital solutions manager, the incumbent will lead the product management efforts for SugarCRM as the only approved corporate solution to date for CFM data management. This includes (but is not limited to) management and provision of support to country offices (CO), regional bureaux (RBx) and relevant headquarter (HQ) units in implementing/utilising SugarCRM and ensure compatibility with additional CFM related digital solutions. The incumbent will liaise closely with COs and prioritize as needed to ensure relevant and timely technical support is provided to COs. They will collaborate closely with the SugarCRM official vendor for streamlining and improving the licensing process and ensuring adequate and timely troubleshooting, development, and configuration support to all WFP offices, including deployments to emergency and non-emergency contexts for system set-up and system updates. The incumbent will support the digital solutions manager in updating unit’s digital roadmap-leading the roadmap for SugarCRM-and support identification and implementation of a suite of technological tools to enhance functionality of CFMs in all WFP offices. H/she will ensure fill integration of their output with corporate data systems and overall WFP data strategy.

The incumbent will be based in Rome, Italy, with travel to regional bureaux and country offices as required, including travel to hardship duty stations. The incumbent is expected to spend up to 40% of their time deployed to support regional bureaux and/or countries.

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority):

SugarCRM

1. Develop/collect programme requirements for effective operation of SugarCRM, systems, translate into IT solution requirements, and ensure appropriate implementation of them across WFP COs.
2. Engage with COs to integrate their CFM requirements for intake forms and process automation with corporate digital CFM standards, in both CO onboarding and mature digital CFM contexts.
3. Maximise the value of SugarCRM as a CFM database and case management tool and ensure requirements including end-user needs and constraints are incorporated in the product and service/support package.
4. Maintain and update the SugarCRM Product Roadmap outlining the evolution of adopted IT solutions ensuring it remains aligned with the relevant Digital Business Roadmap and/or Country Strategic Plan.
5. Lead the collaboration process with implementation teams and relevant technical specialists to determine activities for the successful delivery, roll-out, use, governance, and maintenance of SugarCRM.
6. Under the supervision of the digital solutions manager, lead the roll out and adoption support including change management activities as required, and organising support and end-user training for SugarCRM.
7. In consultation with the broader CFM team, define and maintain standards and provide technical and implementation support for development and implementation of various APIs with SugarCRM.
8. Cooperate with related audits, Technology Division reviews and with implementation of extraordinary measures to promptly address any technical concerns.
9. Develop, track, update, and maintain SugarCRM budget (including support & maintenance costs)
10. Review the licensing process and explore/identify solutions for streamlining and improving efficiency of the process.
11. Develop a CO service-package and SOP for SugarCRM.
12. Develop and maintain a WFP SugarCRM FAQ document.

Cross-Cutting

1. Support the digital solutions manager in identifying and developing a package of CFM digital solution.
2. Provide support to the digital solutions manager in mapping relevant internal TEC processes (such as DAB) and ensure systematic inclusion of PRO-P in the process.
3. Perform any other relevant and reasonable duties as required.
4. Liaise with the CFM in-emergencies team and represent as a key member in the design and development of the digital solutions package (including, but not limited to SugarCRM) with a view for compatibility with SugarCRM
5. Lead the full range of field-implementation/deployment of SugarCRM as needed

Other

1. Provide other relevant support as required.

REQUIRED AND DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE:

1. Seven years of progressively responsible professional experience in computer science, software development and management or related field is required. Experience in product management in humanitarian organisations strongly preferred.
2. In-depth knowledge and proficiency with product management (vision and product strategy), product backlog management (analyse, create, refine, and prioritise product backlog items), Agile Scrum and mainstream software design & development methodologies required.
3. Familiarity with SugarCRM and/or other CRM technologies is preferred
4. Knowledge of personal data privacy and protection required.
5. Experience with business process automation in an enterprise environment.
6. Experience deploying in enterprise production environments is required.
7. Ability to work with a diverse population of people of different national and cultural backgrounds, particularly valuing respectfulness and inclusively leveraging everyone's talents is required.
8. Technical fluency in the use of basic WFP corporate tools for the management of data (Microsoft Office Suite, Tableau) and familiarity with SugarCRM and/or other third-party or custom tools for the centralised management of beneficiary data required.
9. Strong customer empathy and a passion for building great user experiences across web and mobile devices required.
10. Experience with multi-vendor project and delivery coordination and management is strongly desired.
11. Experience developing/implementing CRM solutions in humanitarian settings is strongly preferred.
12. Strong customer empathy and a passion for building great user experiences across web and mobile devices.
13. Knowledge of WFP data management processes strongly preferred.

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

Terms and Conditions

WFP offers a competitive compensation package which will be determined by the contract type and selected candidate’s qualifications and experience.

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org Click on: “Our work” and “Countries” to learn more about WFP’s operations.

Deadline for applications: 12 September 2022

Ref.: VA No. 172821

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

[1] People-centred programming is a standard of programming with any objective or activity that places affected people, communities, and their lived realities at the centre of decision making at every stage of the programme cycle, with their unique risks identified and meaningfully addressed.

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