M365 Product Support Specialist

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization dedicated to saving lives in emergencies and using food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. Established in 1961, WFP operates in over 80 countries, employing thousands of staff members who work tirelessly to ensure effective humanitarian assistance reaches millions of people globally. WFP is committed to diversity and inclusion, encouraging qualified candidates from all backgrounds to apply. The organization was awarded the Nobel Peace Prize in 2020, recognizing its efforts to combat hunger and promote peace.

Job Overview:
The M365 Product Support Specialist will play a crucial role in the Collaboration & Productivity Team within the Foundational Technology Services branch (TECM) of WFP. This position is responsible for the effective day-to-day support and operational management of core corporate collaboration platforms, specifically Microsoft 365 tools, which are essential for the organization’s operations. The specialist will ensure that the suite of tools is secure, robust, and efficiently managed, providing both reactive technical support and proactive activities to empower users. The role involves optimizing the use of Microsoft 365 tools to enhance productivity across the organization, thereby enabling WFP team members to fulfill their roles effectively. The specialist will work under the direction of the Chief of TECM Branch and the Workplace Services Lead, contributing to the overall mission of WFP by improving collaboration and productivity through technology.

Duties and Responsibilities:

• Manage software licensing, including assignment, optimization, renewals, forecasting, reporting, and vendor coordination to support effective service management and decision-making.
• Administer and support Microsoft 365 services, including SharePoint Online, Teams, OneDrive, Exchange Online, Power Platform, and Copilot, managing user access, permissions, licenses, security" style="border-bottom: 1px dotted #007bff !important;">security groups, and service configurations.
• Set up Power Platform and Copilot environments, including users, permissions, licensing, and governance activities.
• Monitor Microsoft 365 service health, coordinate issue resolution, and communicate service impacts to stakeholders.
• Implement SharePoint governance activities, including permissions, sharing controls, archiving, compliance, and stakeholder communications.
• Optimize administrative processes, identify automation opportunities, and contribute to continuous service improvement.
• Analyze user feedback, support trends, and data to identify service improvements.
• Develop and maintain documentation, procedures, knowledge articles, and administrative guidelines.
• Provide technical support for high-level WFP staff meetings (Executive Board, WFP All Staff, Webcast Events). 1
• Perform other related duties as required.

Required Qualifications:
Candidates must possess a degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or related fields. Professional certifications in Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, Cloud Technologies, or related areas are highly desirable. Certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset. Strong experience in administering Microsoft 365, Power Platform, and Microsoft Copilot services is essential, particularly in software license management, including license assignment, optimization, reporting, forecasting, renewals, and cost management. Experience in service governance, operational support, stakeholder engagement, automation through scripting, data analysis, and process improvement initiatives is highly desirable.

Educational Background:
A degree in a relevant field such as Information Technology, Information Systems, Computer Science, Engineering, or Social Sciences is required. Additionally, professional certifications in Microsoft 365 and related technologies are highly desirable, as they demonstrate a commitment to ongoing professional development and expertise in the field.

Experience:
Candidates should have at least 6 years of professional experience in end-user service-oriented technology support, administration, and related activities. A minimum of 5 years of experience working with Microsoft technologies and cloud services, particularly in Microsoft 365 administration and support, is required. Strong experience in software license management and service governance is also essential.

Languages:
Fluency in oral and written English is mandatory. An intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian, or Spanish) or Portuguese (one of WFP’s working languages) is desirable, as it enhances communication and collaboration within the diverse international environment of WFP.

Additional Notes:
This position is a Regular Consultant Level 2 role with a contract duration of 11 months, based in Rome, Italy. WFP offers a highly inclusive, diverse, and multicultural working environment, along with an attractive compensation package. The organization is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. All applications must be submitted exclusively through WFP's online recruiting system, and only shortlisted candidates will be contacted for further stages of the recruitment process.