Content Quality 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: Content Quality Specialist
Type of Contract: Regular Consultant level 1
Division: TECM
Duty Station: Remote
Duration: 11 months
ORGANIZATIONAL CONTEXT:
The World Food Programme (WFP) is the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters, and the impact of climate change. Powered by the passion, dedication, and professionalism of our 20,000 staff worldwide, the World Food Programme (WFP) works in over 80 countries to bring life-saving food to people displaced by conflict and made destitute by disasters, and help individuals and communities find life-changing solutions to the multiple challenges they face in building better futures.
We work to enhance nutrition in women and children, support smallholder farmers in improving productivity and reducing losses, help countries and communities prepare for and cope with climate-related shocks, and boost human capital through school feeding programmes.
In conflict situations, we bring relief to exhausted populations and use food assistance to build pathways to peace and stability – work for which WFP was awarded the Nobel Peace Prize in 2020.
The Technology Division of WFP partners with business areas across the organization to digitally transform our business. We design, develop, enhance, and maintain a variety of digital products.
Under the general supervision of the Chief of TECM and Head of Product Services Unit and direct supervision of the Product Support and Adoption Team Lead, working in close collaboration with the Internal Communications and Engagement (ICE) unit of the Communications, Advocacy and Marketing Division (CAM) and the Digital Solutions Delivery (TECD) branch of the Technology Division (TEC), the Content Quality Specialist brings content consistency across the integrated user journey and end-user materials related to WFP's Intranet and Knowledge Management platforms (i.e. WFPgo, WFP Manuals, GoDocs) and Service Management platforms (i.e. WFP Self-Service, Global Service Management Tool).
ACCOUNTABILITIES/RESPONSIBILITIES:
- Advise on content structure and information architecture of the Intranet, Knowledge Management, and Service Management platforms (WFPgo, WFP Manuals, GoDocs, WFP Self-Service, Global Service Management Tool) aiming for content consistency across the integrated user journey and end-user materials (e.g. from WFPgo How-do-I pages and Service pages all the way to service names and descriptions and email contents in the service management platforms).
- Provide hands-on training, support, coaching, and guidance on all aspects of writing instructional content related to service provision, with a strong emphasis on readability so that the content on these platforms is structured for web reading, always current and in easy-to-read, plain English;
- Regularly carry out comprehension and usability tests, review and give feedback on newly published or edited pages, both as practice and on request;
- Regularly review search criteria and keywords to make content easier to find;
- Help content creators prepare for their user research and show them how to use research methods (e.g. inbox audits, surveys, and in-person interviews), and how to use Google Analytics;
- Write, improve, and publish training materials on these subjects;
- Liaise with the Communications, Advocacy and Marketing Division (CAM) and the TECD communications focal point to ensure alignment on content strategy and priorities.
- Explain WFP’s Intranet and Knowledge Management platforms (WFPgo, WFP Manuals, goDocs, WFP Communities) and Service Management platforms (WFP Self-Service, Global Service Management Tool) in real-world, layman’s terms to the rest of the organization. Promote the platforms and their features to a range of audiences across the organization, making clear the connection to larger, overarching, strategic goals.;
- Other related duties, as required.
DELIVERABLES:
- Cohesive information architecture and content for the integrated user journey between the platforms (WFPgo, Global Service Management Tool, WFP Self-Service, WFP Manuals).
- Increased quality of service-provision instructional content of on WFPgo and WFP Manuals.
- WFP employees trained and supported to provide high-quality non-editorial content.
- Training materials up-to-date and published.
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education
University degree in Computer Science, Web Design, Communications, Education, English or other related fields. Cross-functional or other hybrid degrees are very welcome.
Experience:
3+ years’ experience with content quality management and assurance, developing and delivering on-line and classroom-based training/workshops, hands-on coaching.
Technical Skills & Knowledge:
- Experience teaching & training and managing training (and training vendors);
- Ability to communicate simply and clearly in writing;
- Experience working with complicated concepts, especially in large organizations, and making them more accessible to general audiences;
- Solid grasp of all the concepts under the UX umbrella (research, user-centric design, working with metrics, iterative prototypes, usability testing, lean/agile methodology);
- Knowledge of content management systems (e.g. Drupal) and how editors work with them;
- Certification in Agile, ITIL or Agile Service Management is a plus;
- Cloud certification on AWS, Azure 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: 22 November 2022 at 11:59pm Rome time (CET/CEST)
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.
Saving lives, changing lives
