IT Operations Associate SC6 Bamako (Mali)
JOB TITLE: IT Operations Associate
TYPE OF CONTRACT: Service Contract SC6
UNIT/DIVISION: TEC
DUTY STATION: Bamako
OPENNING DATE: 17.04.2023
ABOUT WFP IN MALI
The United Nations World Food Program (WFP) is the largest humanitarian agency fighting hunger in the world. WFP's mission is to help the world reach the zero hunger goal by 2030. WFP works every day to ensure that the most vulnerable, especially women and children, can access to the nutritious foods they need to lead productive and healthy lives.
WFP MANDATE AND INTERVENTIONS IN MALI
In Mali, WFP supports government efforts through an assistance strategy aimed at responding to the humanitarian emergency, strengthening the resilience of communities and supporting sustainable development efforts. In collaboration with state institutions, non-governmental organizations (NGOs) and partners of the United Nations system, WFP organizes cash or in-kind transfers to meet the food needs of families affected by conflicts or hazards , provides school meals that promote girls and boys' access to education, supports the prevention and treatment of malnutrition, provides technical and financial support to groups of small agricultural producers to improve their production and access at the market.
WFP also provides the air transport service, providing humanitarian and development actors with safe, reliable and economical transport to the regions of Mopti, Gao, Menaka, Timbuktu and Kayes, which provides access to the most vulnerable populations. vulnerable. The world's largest humanitarian agency also supports the government and its partners, through food and nutrition security analyzes, the provision of logistics services, and information and communication technologies.
QUALIFICATIONS & EXPERIENCE REQUIRED
Education: Completion of secondary school education. A post-secondary certificate in computer science, information systems, electronics or any related discipline. Extensive experience in deploying and managing technology projects.
Experience: • At least 6 years of experience, progressively responsible professional experience with humanitarian agencies (NGOs and/or the UN in support of humanitarian services, directly implementing projects with the strong component of Monitoring and Evaluation, Coordination and/or Accountability to Affected Population (AAP).
Knowledge & Skills:
• Understand key concepts of access to information, CWC, AAP, and Protection;
• Ability to plan and organize own work programme.
• Tact and ability to work harmoniously with people of different national and cultural
backgrounds;
• Demonstrated problem-solving skills;
• Excellent planning and time management skills;
• Ability to work under pressure and meet tight deadlines;
• Proficiency in the use of Microsoft Office suite of applications;
• Creativity in the presentation of information through use of graphical, pictorial or
other appropriate communication means;
• Knowledge of Research Methodologies, Best Practices and trends in Research and
Analysis;
Languages:
Fluency in oral and written French. Preferable to have knowledge of English.
BACKGROUND AND PURPOSE OF THE ASSIGNMENT
The Emergency Telecommunications Cluster (ETC) is working to bridge the digital divide and address the information and technology gaps faced by communities in the Sahel by providing tailored ICT services which will enable them to gain access to life-saving information, connect, and develop their digital skills. In doing so, the ETC
is also working to develop a robust and scalable business model for providing ICT services to communities and leverage lessons learned from the project to build the ETC’s capacity to replicate the approach in other contexts.
Based on the needs identified, the ETC is planning to provide a range of services to communities in Mali, including phone booths, charging stations, cybercafé and internet hotspot. In the long term, the ETC also aims to add a digital learning component to the project, with a view to building communities’ digital skills and ability to fully
leverage the services offered by the ETC to improve their livelihoods and build their resilience to future shocks
and stresses.
Under the overall supervision of the Head of TEC, and in collaboration with the project team, the candidate will be responsible for country level implementation of the project as overall project officer, to lead, advise and deliver services as per agreed plans.
ACCOUNTABILITIES/RESPONSIBILITIES:
The Project Officer will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC), WFP’s Data Protection and Privacy Guidelines and the ETC’s Monitoring and Evaluation Framework:
• Supervise site in Mali, making sure that the service center is operational as per agreed plans.
• Identify suitable further sites to set up the services to communities in Mali, including phone booths,
charging stations, cybercafé and internet hotspot.
• Identify partners to support and manage the service center ensuring they act professionally, abide by
the code of conduct, respect the affected populations, and understand the need for confidentiality.
• Initiate and agree with local authorities and population to get local buy in for the service set up.
• Ensure that sites and services are delivered as per agreed plans.
• Provide weekly progress report including deliverables and funds as well as including monitoring and
evaluation of services and user satisfaction.
• Lead contracting and procurement related to the project delivery.
• Report to Country management, Regional Bureau Dakar and Global ETC, ensuring all parties are aware
of the project timelines, and any foreseen risks are identified in advance.
• Represent the ETC Services Centre at meetings upon request, including but not limited to cluster-level
meetings. Design and deliver cluster-specific, and other tailored presentations as required.
• Ensure quality assurance standard operating procedures, including monitoring call handling
performance and data entry against indicators, designing performance improvement/capacity building
training programmes, and designing user satisfaction surveys.
• Support in the design of key performance indicators (KPI) for operators (e.g., time to resolve issue, time
per interaction, optimization rate, number of interactions handled per day).
• Support in the development, implementation, and updating of standard operating procedures if/when
needed.
• Ensure information management systems are up-to-date and relevant with timely information.
• Remain informed of accurate and up-to-date information on the humanitarian response and information
relevant to affected communities. Ensure this information is shared with the team in a time sensitive
manner.
• Raise awareness among target communities (host communities, refugees and internally displaced
persons, beneficiaries of humanitarian assistance) about the existence of the ETC Services Centre, how
to use the services, and what impact the services can have on their lives.
• Demonstrate an ability to learn quickly, follow procedures, and act professionally always; and,
• Perform other duties as required.
DELIVERABLES AT THE END OF THE CONTRACT:
The deliverable of the ETC Services Centre project officer is to strengthen the integration of Accountability to
Affected Population principles in the humanitarian response for Mali through ETC Services Centre project. The
work of the Project Manager contributes to below:
– Supporting Humanitarian partners and inform them of priority, needs and views of affected population
in the humanitarian response
– To offer services to the humanitarian responders meeting the standards of quality, efficiency and cost effectiveness
4Ps CORE ORGANISATIONAL CAPABILITIES
PURPOSE
Understand and communicate the Strategic Objectives – Utilizes understanding of WFP’s Strategic Objectives to communicate linkages to team objectives and work.
Be a force for positive change – Proactively identifies and develops new methods or improvements for self and immediate team to address work challenges within own work area.
Make the mission inspiring to our team – Identifies opportunities to further align individual contributions with WFP’s mission of making an impact on local communities.
Make our mission visible in everyday actions – Helps colleagues to see the link between their individual tasks and the contributions of their unit’s goals to the broader context of WFP’s mission.
PEOPLE
Look for ways to strengthen people's skills – Is able to identify, support and encourage focused on-the-job learning opportunities to address gaps between current skillsets and needed future skillsets for WFP
Create an inclusive culture – Recognizes the contributions of teammates and encourages contributions from culturally different team mates to recognize the value of diversity above and beyond just including it in programming for beneficiaries.
Be a coach & provide constructive feedback – Provides and solicits ongoing constructive feedback on strengths and development opportunities to help develop individual skills, whilst also helping others identify areas for improvement.
Create an “I will”/”We will” spirit – Sets clear targets for self and others to focus team efforts in ambiguous situations (e.g., unprecedented issues and/or scenarios).
PERFORMANCE
Encourage innovation & creative solutions – Thinks beyond team’s conventional approaches to formulate creative methods for delivering food aid and assistance to beneficiaries.
Focus on getting results – Maintains focus on achieving individual results in the face of obstacles such as volatile or fragile environments and/or organizational roadblocks.
Make commitments and make good on commitments – Takes personal accountability for upholding and delivering upon team’s commitments and provides assurance to stakeholders.
Be Decisive – Demonstrates ability to adjust to team’s plans and priorities to optimize outcomes in light of evolving directives, while also responding quickly in high-pressure environments, such as in emergency settings.
PARTNERSHIP
Connect and share across WFP units – Demonstrates an understanding of when and how to tactfully engage other units in conversations on impact, timing, or planning.
Build strong external partnerships – Networks regularly with key external partners using formal and informal opportunities to understand each partner’s unique value proposition, and to build and strengthen relationships.
Be politically agile & adaptable – Demonstrates ability to adapt engagement approach in the context of evolving partner circumstances and expectations.
Be clear about the value WFP brings to partnerships – Demonstrates ability to articulate to internal and external audiences the value that individual contributions and immediate teams bring to partnerships.
MODALITÉS ET CONDITIONS D'EMPLOI
This position is a 12 month Service Contract (SC).
Salary and Benefits
2 working days annual leave per month
Maternity/paternity leave
10 public holidays per year
Medical insurance for staff and their direct dependents
CLOSING DATE: 28.04.2023
.
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.
