GSMT Service Design Coordinator

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: GSMT Service Design Coordinator

Type of Contract: Regular Consultant (CST) Level I

Division: TECM – Foundational Technology Services

Duty Station: Remote

Duration: 11 months

ORGANIZATIONAL CONTEXT:

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP Technology Division (TEC, formerly known as IT) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations, be they manmade or in a natural disaster setting.

Reporting directly to the EasyVista Team Lead and under the general supervision and guidance of the Chief of TECM and the Head of Infrastructure Services, the GSMT Service Design Coordinator acts as a bridge, between the network of Service designers and the Product team for the Global Service Management Tool (GSMT), overseeing the implementation of business automation workflows, guiding, and supporting the Service Designers, promoting standardization and best practices across different geographical locations and functional teams.

Also, the incumbent will coordinate the decentralized GSMT Service Design function for Business Units and IT teams, defining and maintaining a Service Design Governance, in compliancy with WFP policies, UX guidelines and Agile & ITIL best practices.

ACCOUNTABILITIES/RESPONSIBILITIES:

1. Coordinate support activities for business and IT service designers, moderate recurrent service design sessions, and provide on-demand support.
2. Coordinate all learning activities related to the design of GSMT services, including basic and advanced training sessions, guidance material and e-learning modules.
3. Define and implement a certification path for Service Designers.
4. Promote effective communication on service design by managing and maintaining the community on Yammer. Produce a content strategy for the service designer community with recurrent service designing pills/posts.
5. Support the adoption of the tool by maintaining the Service Design toolkit, collaborating with the Product team, the supplier and the GSMT stakeholders.
6. Oversee and ensure application of the guidelines and standards in the Service Design Toolkit.
7. Advise and support the Service Designers in adopting UX best practices, constantly review the GSMT UX guidelines together with TEC UX team and implement and maintain related Knowledge Management material.
8. Define, maintain, and update the governance model for designing GSMT services, encourage the adoption using best practices adoption and foster standardization.
9. Improve maintainability of the system, reducing deployment failures and enforcing the segregation of service design.
10. Provide guidance on adoption of Agile methodology and ITIL best practices to Service Designers and GSMT stakeholders.
11. Contribute to the product roadmap and UX components for back-end and front-end applications.
12. Other duties as required.

DELIVERABLES:

1. Deliver required activities for GSMT.
2. Provide and coordinate support activities.
3. Creation of training material for Service Designers.
4. Maintenance of the Service Design toolkit and GSMT UX guidelines.
5. Definition of certification path for Service Designer and publication of e-Learing module for certification.
6. Implementation of Service Design governance, aligned to ITIL and Agile best practices.
7. Escalate system improvements to vendor as needed.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

University Degree in the field of Social Sciences, Information Technology or other related field.

Experience:

At least 4 years of combined practical experience in designing complex service design systems for multiple touchpoints projects and/or ITIL Service Management related activities.

Technical Skills & Knowledge:

• Hands-on experience as Service Designer on EasyVista or Service Now platforms.
• Certification on ITIL4 MP or ITIL4 SL is required.
• Certification on Agile, PMI-ACP or PRINCE2 Agile PM, Scrum Master or equivalent.
• Strong background in service and strategic design.
• Knowledge of user-centred design processes and passionate about solving complex Service and UX challenges
• Ability to facilitate workshops, set design sprints and hold seminars and training sessions.
• Ability to effectively prioritize and execute tasks in a high-pressure environment, with attention to detail and problem-solving abilities
• Good interpersonal skills. Self-motivated and directed, able to work effectively with little or no guidance.
• Extensive experience working in a team-oriented, collaborative environment, and good customer service orientation.

Language:

• Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) 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: 27 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.

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