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Company Name : World Food Program - Other locations

Senior IT Operations Associate (SCOPE) SC7 – Sa'ada

  • Italy

bayt.com

Job Description

ORGANIZATIONAL CONTEXT

These jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). The Job holders report to a Head of the Unit, Chief or Information Technology Officer.

At this level job holders typically have independent responsibility for technical, specialized work including planning, organization, coordination and setting objectives. They deal with issues that are often undefined and involve areas of uncertainty and complex inter-relationships. The instructions received are broad and the job holders are expected to consistently demonstrate a high degree of personal responsibility and initiative to respond independently to queries. Job holders have a level of IT expertise and knowledge to adapt and develop standard systems and processes in order to continually improve the level of support provided. Job holders are typically expected to motivate and develop a team of support staff and/or are responsible for specialized support service(s) where the work is undertaken with the help of specially designed techniques, methods and processes.

KEY ACCOUNTABILITIES (not all-inclusive)

  • Manage WFP-standard SCOPE hardware and software, such as offline workstations, Point of Sales, as well as applications and programs, utilities, and auxiliary software.
  • Manage operation team to ensure SCOPE technical support is delivered in cost and efficient way for beneficiary registration and transfer of entitlement.
  • Perform analysis, diagnosis, and resolution of SCOPE issues for end-users (Retailers, Financial Service Providers, CPs etc.), implementing corrective solutions as required.
  • Monitor technical complaints raised by different stakeholders and provide regular feedback after resolving. 
  • Support all technical processes during new interventions rollout through SCOPE, and capture lessons learnt.
  • Work closely with all counter parts (Internal and External) to ensure activities are carried out as planned.
  • Communicate regularly with SCOPE support team in Sana’a and maintain visibility on issues statuses.
  • Provide weekly /monthly status reports for the pending ticket and burning issue raised during implementation and SCOPE rollout.

KEY ACCOUNTABILITIES 2

  • Process and streamline the implementation of SCOPE technical changes.
  • Conduct assessment missions to properly benchmark the availability of the required services for the registration and distributions.
  • Participate in data review and cleansing and support the data and business analysis team to provide user-centric reporting. 
  • Assist in the preparation of materials and the delivery of trainings in close collaboration with the Head of training based in Sanaa, on automated business processes to ensure efficient and effective use of solutions.
  • Provide trainings and on job coaching to WFP focal points for different modalities, cooperating partners, Financial Service Providers, retailers, and other SCOPE affiliated stakeholders.
  • Manage alignment of service levels related to SCOPE incidents with SLAs to strive high quality support services to Internal and External stakeholders on the full range of SCOPE features and functionalities.
  • Perform other duties when required.

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