IT Assistant - Product Adoption and Support

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance as a means to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP operates in numerous countries around the globe, employing thousands of individuals dedicated to humanitarian efforts. The organization is committed to diversity and equal employment opportunities, ensuring that all qualified candidates are encouraged to apply regardless of their background. WFP has received the Nobel Peace Prize in 2020, highlighting its significant contributions to global humanitarian efforts. The organization emphasizes a healthy and inclusive work environment, where employees are supported in their professional development through various training and mentorship programs. WFP's mission is driven by its core values of Integrity, Collaboration, Commitment, Humanity, and Inclusion, and it strives to create a workforce that reflects the diversity of the communities it serves.

Job Overview:
The IT Assistant - Product Adoption and Support will play a crucial role in the WFP Technology Division (TEC), which serves as the digital business engine of the organization. This position is vital for supporting the adoption and effective use of corporate IT solutions that facilitate program delivery across WFP operations. The incumbent will work under the direct supervision of the Head of Global Beneficiary Services (GBS) and will be responsible for assisting in the preparation, rollout, and ongoing support of corporate IT solutions. This includes contributing to user readiness activities, providing timely support for incidents, and ensuring effective communication and collaboration between Country Offices and Global HQ teams. The role requires strong organizational skills, the ability to manage multiple tasks, and a commitment to delivering high-quality support to users. The IT Assistant will also engage in training local support teams and help country offices understand and adopt new IT tools, thereby enhancing the overall efficiency of WFP's operations.

Duties and Responsibilities:
The main responsibilities of the IT Assistant include delivering service requests and providing basic troubleshooting for incidents, while escalating more complex issues to senior team members as necessary. The incumbent will assist in training local support teams according to standard operating procedures (SOP) and support country offices in understanding the available corporate IT solutions for programmatic activities. This includes tools such as SCOPE, SugarCRM, NEST, CIAM, School Connect, Partner Connect, CODA, and PIT. The IT Assistant will provide logistical and technical support during pilot deployments, helping to identify issues and collect feedback. Additionally, the role involves contributing to training and awareness sessions to familiarize users with new IT solutions, maintaining clear communication with all stakeholders, and sharing updates, lessons learned, and user feedback to support continuous improvement. The IT Assistant is expected to handle support requests effectively, aiming for a response rate of at least 90% within first point of contact (FPOC) timelines, and contribute to maintaining strong incident-resolution performance, supporting the team in meeting at least 90% SLA adherence. Active participation in documenting processes, solutions, and lessons learned is also a key responsibility.

Required Qualifications:
Candidates must have completed secondary school education, with a university degree in information technology, computer science, or a related field being desirable. A minimum of 5 years of experience in IT support, software adoption, or digital tools implementation is required, with experience in a large organization being advantageous. Strong customer service and communication skills are essential, along with basic troubleshooting skills for common software and device issues. Familiarity with digital collaboration tools such as Microsoft Teams and SharePoint, as well as IT service management systems, is important. The ability to deliver simple user guidance or basic training to individuals or small groups is necessary, along with good problem-solving skills, attention to detail, and reliability in follow-through. Candidates should demonstrate enthusiasm for learning new technologies and adapting to new processes.

Educational Background:
The educational background required for this position includes the completion of secondary school education, with a preference for candidates holding a university degree in information technology, computer science, or a related field. This educational foundation is essential for understanding the technical aspects of the role and for effectively supporting the adoption of corporate IT solutions within WFP's operations.

Experience:
The position requires a minimum of 5 years of relevant experience in IT support, software adoption, or digital tools implementation. Candidates with experience working in large organizations will be preferred, as this background will provide valuable insights into the complexities of supporting IT solutions in a humanitarian context. The experience should demonstrate a solid understanding of IT service delivery and the ability to manage user support effectively.

Languages:
Fluency in Spanish (level C) is mandatory, along with at least an intermediate knowledge of English (level B). Additionally, having intermediate knowledge (level B) of another official UN language, such as Arabic or French, or Portuguese (one of WFP’s working languages) is desirable. Proficiency in these languages is crucial for effective communication with diverse stakeholders and for providing support across different regions.

Additional Notes:
This position is based in Panama City, Panama, and is classified under a Service Contract at Level SC L

• The contract duration is for 12 months, and there are 2 openings available. This position is open to Panamanian citizens or residents with a permanent visa. Successful candidates will be placed in a roster for two years, and it is important to note that individuals contracted under the SC are not considered WFP staff members, and their terms of employment are not governed by the FAO Staff Regulations and Rules. The WFP Leadership Framework guides the standards of behavior expected from employees, and the organization is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. Furthermore, WFP does not charge any fees in connection with the application or recruitment process, and all applications must be submitted exclusively through the online recruiting system.