Junior Service Delivery Specialist
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance
Job Title: Junior Service Delivery Specialist (Automation stream)
Type of Contract: Junior CST
Division: TECM
Duty Station: Remote
Duration: 11 months
ORGANIZATIONAL CONTEXT:
The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP Technology Division (TEC, formerly known as IT) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations, be they manmade or in a natural disaster setting.
The Foundational Technology Services branch (TECM) is at the cornerstone of the WFP plan aimed at establishing, integrating, and mainstreaming the core elements of end-to-end digital business processes.
Excellence in customer service is the foundational pillar of digital transformation. Part of TECM is the Service Delivery Team, which focuses on customer excellence by enabling users and partners to perform their daily digital activities.
The Team supports corporate workplace applications and implements enhancements that improve the productivity of the WFP Operations worldwide.
The Junior Service Delivery Specialist works under the general supervision of the Service Delivery Lead.
The Junior Delivery Specialist contributes to the automation of customer support tasks, ensuring the WFP user community gets seamless access to IT support.
The incumbent contributes to the management and development of identity synchronization processes using a range of technical solutions (e.g., Microsoft Identity Manager – MIM, SAP, Microsoft Active Directory etc.) and coding language.
The Junior Service Delivery Specialist will monitor the health of all Identity Synchronization processes to provide pro-active and re-active maintenance. The incumbent will contribute to the development of new identity synchronization services.
ACCOUNTABILITIES/RESPONSIBILITIES:
- Execute maintenance/improvement activities to identity management systems according to best practices and standard operating procedures.
- Assist during the collection of requirements for automation system improvement, coordinating the design, planning and execution phases.
- Assist in the definition of back-up processes, providing operational support to colleagues during incidents involving corporate identities.
- Regularly check the health of the identity management solution and its components.
- Identify and resolve any problems in the software components of the solution.
- Customize, configure, and implement new versions or updates to the software components of the solution.
- Undertake monitoring of IT requests using the corporate Global Service Management Tool and reviewing of Service Requests and Incidents.
- Respond to requests submitted by users through the Global Service Management Tool for support or for malfunctions of identity Management processes.
- Document existing and new automation processes to ensure business continuity.
- Other duties as required.
DELIVERABLES:
- Identity management systems are regularly monitored and maintained.
- Automation systems’ improvements are collected and developed in production.
- Backup systems and procedures for automation systems are developed or strengthened.
- The support queue for identity management systems is managed, requests and incidents addressed within the Service Level Agreements.
- Documentation on automation systems and processes is created or amended.
- Effective collaboration is established with other team members and across the TEC structure.
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education & Experience:
- University degree, preferably in a technology field of study.
- Up to one year’s experience in similar roles, including knowledge of:
- Developing solutions or applications using an Object-oriented programming model.
- Requirements’ collection and analysis.
- Knowledge of Microsoft Office.
- Operated in a complex, international IT Environment is a plus.
Technical Skills & Knowledge:
- Knowledge of Active Directory, Azure AD, SQL Server and Office 365.
- Knowledge of SQL, PowerShell and Microsoft Visual Studio.
- Knowledge of Microsoft Web Service Environment is a plus.
- Knowledge of Microsoft Identity Synchronization tools (MIM, Azure AD Connect) is a plus.
- Knowledge of REST API, SOAP API and JSON data interchange format.
- Knowledge of C# application development.
- Cloud certification on Azure, AWS or GCP is a plus.
Language:
Fluency in oral and written English. An intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian) or Portuguese (one of WFP’s working languages) is desirable.
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: 02 October 2022 at 11:59pm Rome time (CET/CEST)
REF: 173345
Qualified female applicants and qualified applicants from developing countries are especially encouraged to apply.
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.
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.
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