GSMT Service Designer

ORGANISATIONAL CONTEXT:
WFP is implementing a new corporate Global Service Management Tool (GSMT). The new tool will be adopted for business service management across functions and geographical boundaries, to manage service requests and delivery for functional and cross-functional service management processes. The Management Services Division (MSD) supports around 500 offices in more than 80 countries. The increased focus on One-UN and process’ optimisation requires MSD to focus on process identification, standardisation, and automation.
The adoption of GSMT is within corporate digitization priority and requires building of new skills and approach to servicing at all levels of staff.
As part of this priority, MSD is developing automated processes to request and manage Management Service information and service requests. The solution includes web forms on the organisation’s Employee self-service portal (WSS) integrated with the corporate ticketing system (EasyVista). The ticketing systems is then integrated with other systems like Archibus (Workplace Management System) and WINGS (SAP ERP).
The implementation of the GSMT is a significant undertaking and change in modus operandi for administrative services from their inception to assignment to delivery and reporting, including informed decisions on rightsizing and optimisation.
The Service Designer is to be the enabler of this change through the ability and responsibility to understand business processes, liaise with business owners, system specialists (including system integrators), identify viable compromises to ensure efficiency and configure the tool, working in close collaboration with the Product Managers, System Admins, Business Owners and Process Experts/Analysts between others.
ACCOUNTABILITIES/RESPONSIBILITIES:
As member of the MSDD GSMT team under the overall supervision of the Digital Strategy Manager (MSDD), the incumbent will have the following responsibilities.

• Collaborate with GSMT team in analysing and addressing the demand for new service designs, changes to existing services and other requirements taking into account the overall project sustainability and pursuing continuous improvements in the roll-out and management of the solution.
• Analyse and document implementation and changes to existing services.
• Configure new and/or modify workflows, groups, reports, service access forms, email notification templates, guidance material and other features in the service management tool according to the governance provided by the Product Team.
• Share and discuss new requirements (new service designs, changes to existing services and any other requirement) to the Product Team.
• Liaise with Service Designers of other functional areas, Vendors & TEC (Information Technology Division) technical resources for resolution of cross functional or internal issues and/or exchange of experience.
• Monitor the GSMT environments (production, QA and demo environments) and ensure correct and timely replication of the GSMT production environment into the QA environment
• Support the change management needed through training sessions, webinars and other activities which might be identified
• Perform other duties, as required.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:

• University degree in any of the following fields: Business Administration, Information Technology, Software Engineering, Social Sciences or any equivalent professional qualification or professional experience.

Experience:

• Minimum 3 years professional experience in using service management tools and/or delivering services using a digital solution within an organization.
• Minimum 3 years’ experience in business processes analysis, project management and/or product development.
• Minimum 3 years’ experience with EASYVISTA as a designer.

Knowledge & Skills:

• Strong interpersonal skills and work ethics, able to proactively and independently pursue tasks and ensure timely delivery.
• Demonstrated ability to collect and analyse data and to develop workflows.
• Effective organizational and planning skills to ensure set objectives are achieved within agreed timeframes.
• Knowledge and experience with project management methodologies, system integration, ERP, training roll out, preparation of Standard Operating Procedures and change management methodologies.
• Very good teamworking and written and oral communication skills.

Languages:

• Fluency (level C) in English language. Knowledge of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese, will be an advantage

WHY WORK FOR WFP

This is an opportunity for exciting and challenging assignments throughout WFP’s global operations, delivery of mandatory training of the highest relevance to safety, security, and duty of care.

WFP offers:

▶️ Meaningful and impactful careers: making a difference in the lives of the people WFP serves

▶️Continuous learning and training: providing opportunities for numerous learning tools to continually enhance our colleagues’ skillsets

▶️ Multicultural and stimulating work environment: gender and cultural diversity to make our teams stronger

Join us to make a difference, watch this video to learn more about WFP!

Female applicants and qualified applicants from developing countries are especially encouraged to apply.

DEADLINE FOR APPLICATIONS : 23 March 2023

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