IT (SCOPE) Operations Assistant
Career Opportunities: IT (SCOPE) Operations Assistant
Duty station: Monrovia, Montserrado Liberia
🚩 Vacancy Announcement n°: 805414
📢 Job Title: IT (SCOPE) Operations Assistant
📢 Number of Openings: 1
📢 Job Grade: SC-5
📌Type of Contract: Service Contract (SC)
📌Post holder reports to : Head of the Programme
➡️ Unit / Division: Programme & Policy
📍 Duty Station: Monrovia, Montserrado, Liberia
➡️ Duration: 1 year (Renewable based on funding & Operational needs)
⏰ Closing date: 28 April 2023, midnight (Liberia Time)
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.
To learn more about WFP, visit our website and follow us on social media to keep up with our latest news: LinkedIn, Instagram, Facebook, Twitter.
Background and Purpose of the Assignment
The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to help in managing the identities and entitlements of its beneficiaries,the operational parameters of the programmes that transfer benefits to them, and the assurances and insights to ensure related risks are properly managed.
This includes SCOPE, WFP’s beneficiary and transfer management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer and distribution reporting. While there is a current focus and scale-up/enhancement related to cash-based transfers, SCOPE is intended and being developed to fully support all WFP transfer modalities: in-kind, voucher and cash for a variety of project activities. WFP also plans to develop a broader digital assistance platform and provide related services beyond the current SCOPE capabilities over the next couple of years.
The main job purpose of the position is to ensure effective beneficiary transfer management under SCOPE platform to support the effective delivery of assistance packages. Selected candidates will report directly to Head of Programme.
What will you do in this position?
- Facilitate the registration of beneficiaries in SCOPE and also capture all food/cash distribution data in COMET on timely basis.
- Plan SCOPE implementation and facilitate its roll out in the field.
- Address the troubleshooting/ validation for registration, redemption and reconciliation during SCOPE implementation.
- Log all relevant incidents/service requests details, allocating categorization and prioritization codes.
- Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
- Resolve or escalate incidents and service requests according to established procedures.
- Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction.
- Liaise with SCOPE Product Development team and SCOPE Service Support team in Liberia when new functionality is introduced and support its implementation.
- Participate together with the SCOPE Service Support team in testing release candidates.
- Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
- Manage high severity incidents, to ensure the correct reporting, escalation and resolution.
- Perform initial analysis for Incidents that can become Change Requests or Problems.
- Report weekly basis to the Head of Units, together with the Senior RSS, on issues that require higher level escalation.
- Respond to incident requests within SLA timelines.
- Perform testing and executes test plans.
- Work within the rules, guidelines, principles and deadlines of the SCOPE agile (Scrum) solution process.
- Work within the rules, guidelines, principles of ITIL service management.
- Any other duties as assigned by the supervisor.
Why work with us?
➡️ Meaningful and impactful careers:
Our day-to-day work makes a difference in the lives of the people we serve
➡️ Continuous learning and training:
We provide learning tools for our staff to continually develop their careers
➡️ Multicultural and stimulating work environment:
We encourage gender and cultural diversity to make our teams stronger
Join us to make a difference in Liberia!!
To join us in saving lives, changing lives, you will have for…
Education:
- Completion of secondary school education. A post-secondary certificate in the related functional area in information technology, business management or related trainings is desirable and would be an advantage.
Experience & Knowledge:
- A minimum of 5 years of progressively responsible professional experience in humanitarian aid operations and/or project management or change management, preferably in an IT context.
- At least 2+ years of experience working with SCOPE
- In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access, and Configuration Management, according to ITIL v.3 best practices.
- Experience on business analysis troubleshooting procedures, such as diagnose and rectification of errors.
- Customer oriented oral and written communication skills.
Language: Fluency (level C) in English language.
Before you apply…
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 an inclusive work environment in which diversity is valued and where no form of discrimination is tolerated. We aim to achieve parity in our teams in Liberia. Qualified female applicants and individuals with disabilities are especially encouraged to apply.
All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
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.
