IT Operations Associate (Infrastructures), Fixed Term-G6, Addis Ababa (1)
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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, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
TERMS AND CONDITIONS
JOB TITLE: IT Operations Associate (Infrastructures), (VA # 178723)
TYPE OF CONTRACT: Fixed Term-G6
UNIT/DIVISION: Technology (TEC) Unit
DUTY STATION (City, Country): Addis Ababa, Ethiopia
DURATION: One year with a possibility of extensions
REPORTING LINE: Senior IT Operations Associate or the designate
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.
WFP Ethiopia has the potential to reach millions of food-insecure people across Ethiopia – with a total of 7.8 million people assisted in 2021. WFP Ethiopia, one of the largest and most complex operations for WFP globally, has rolled out its five-year Country Strategic Plan (2020-2025), which aims to provide emergency assistance through cash and food, along with life-changing types of programmes (Nutrition, Resilience and School Feeding).
ORGANIZATIONAL CONTEXT
This job is found in WFP Ethiopia Country Office based in Addis Ababa. The Job holder report to the Head of the Unit, the Information Technology Officer or the designate.
At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders are expected to manage resources and coach and coordinate a team of support staff.
JOB PURPOSE
Under the direct supervision of the Head of IT or the designate, and working within the Network Delivery team, the Staff member will assist the TEC team with day-to-day operations, network planning documentation, monitoring, and administration of the country-wide IT infrastructure network. The incumbent will also perform monitoring and technical reports. Furthermore, the staff member will participate in activities related to the IT services implementation, compliance, and improvement to the Country Office and field offices.
KEY ACCOUNTABILITIES (not all-inclusive)
1. Carry out system and hardware maintenance tasks, such as running network monitoring, System diagnostics, system optimization and system protection, to ensure technology is running effectively.
2. Maintain technology, including standard installation, configuration, and data storage, in accordance with the WFP Global Network configuration document and the local guideline/standard.
3. Resolve queries independently, escalating if required, to ensure that standard IT infrastructure incidents are answered, and accurate information is provided to the stakeholders.
4. Provide standard technical training and materials to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.
5. Provide guidance and training to other colleagues in regard to the new solutions, troubleshooting and the network best practices.
6. Support the new TEC services implementation in order to provide WFP Offices and staff with the tools they need to perform effectively.
7. Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
8. Identify and provide technical specifications related to the IT Infrastructure requirements, support the procurement process and importation clearances.
9. Implement improvements to methods and processes to the IT infrastructure to support the continuous improvement of IT services provided.
10. Coordinate installation and maintenance of network systems and equipment, to ensure optimal services in compliance with standard operations procedures.
11. Collaborate with the IT team to ensure individual and team objectives are met in compliance with all relevant Projects, initiatives, etc.
12. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
13. Perform other duties as required.
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
• Has experience resolving more complex technical issues.
• Able to effectively coordinate multiple responsibilities simultaneously
• Deliver high-quality technical support, system, and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.
STANDARD MINIMUM QUALIFICATIONS
Education: Bachelor’s degree in Computer Science/Engineering, Information Systems, or related area.
Experience: At least four or more years of progressively responsible technical experience in IT network administration and service management or related area.
Knowledge & Skills: • Strong organizational, written/verbal communication, and interpersonal skills
• Ability to prioritize and multi-task
• Experience in IT Operations environments and resolving more complex technical issues.
• Experience with the application of client services standards to resolve or escalate clients’ service problems.
• Experience in managing different stakeholders as Telecom companies and different IT vendors.
• Knowledge of technical ICT installations (Windows systems, LAN, WLAN, WAN, Microwave links, CCTV, IP-PABX) and IT Service Management.
• Certified in Cisco technology (CCNA minimum) will be advantageous.
Languages: Fluency in both oral and written communication in English. Knowledge of the Amharic language is added advantage
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 Name | Description 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. |
DEADLINE FOR APPLICATIONS
19 December 2022
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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment
WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.
