IT Operations Assistant (ITSM Configuration)

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 extreme weather shocks. 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, and has been recognized for its efforts, including being awarded the Nobel Peace Prize in 2020.

Job Overview:
The IT Operations Assistant position at WFP is crucial for supporting the administration, configuration, and continuous improvement of the organization’s IT Service Management (ITSM) platforms. The role is based in New Delhi and requires the candidate to work in the European time zone as per business needs. The assistant will ensure that ITSM solutions effectively support business processes, enhance service delivery, and improve operational efficiency. This includes contributing to platform enhancements, workflow automation, and the ongoing evolution of ITSM capabilities, particularly with the adoption of ServiceNow. The position is designed for individuals who are proactive, detail-oriented, and capable of working collaboratively within a diverse team to achieve WFP's mission of eradicating hunger.

Duties and Responsibilities:
The duties and responsibilities of the IT Operations Assistant include performing system maintenance tasks such as monitoring, diagnostics, and optimization to ensure effective operation. The assistant will maintain technology, including repairs and configuration, in accordance with data security" style="border-bottom: 1px dotted #007bff !important;">security protocols. Responsibilities also include preparing files for inventory, allocating tasks to colleagues, responding to technology queries, providing training to end users, deploying server hardware and software, maintaining information records, installing telecommunications systems, developing training materials, and suggesting improvements to IT services. Additionally, the assistant will perform day-to-day administration of the ITSM platform, assist in creating and configuring business rules in ServiceNow, collaborate with stakeholders to document requirements, support the migration of services to ServiceNow, monitor platform health, and serve as a technical escalation point for ITSM issues.

Required Qualifications:
Candidates must possess a secondary school education, with a post-secondary certificate in a related functional area being desirable. An undergraduate degree in Computer Science is preferred. The role requires fluency in English, both oral and written, and at least five years of experience in the IT domain. Desired qualifications include experience in service management analysis, business process re-engineering, procurement processes, and relevant professional certifications such as ServiceNow Certified System Administrator and ITIL Foundation. Familiarity with Configuration Management principles and core ITIL processes is also essential, along with troubleshooting skills and experience with Agile methodologies.

Educational Background:
The educational background required for this position includes completion of secondary school education, with a post-secondary certificate in a related functional area being desirable. An undergraduate university degree in Computer Science is preferable, as it provides a solid foundation for understanding the technical aspects of the role and the ITSM platforms utilized by WFP.

Experience:
The position requires at least five years of experience in the IT domain. Candidates should have a proven track record in analyzing service management results, participating in business process re-engineering, and contributing to service management improvements. Experience with procurement and budgeting processes in a country office setting is also beneficial. Familiarity with ITIL processes and service design is crucial, as well as experience with software development lifecycle methodologies.

Languages:
Fluency in English is mandatory for this position, encompassing both oral and written communication skills. While English is the primary language required, knowledge of additional languages may be considered an asset, particularly in a multicultural environment like WFP.

Additional Notes:
This vacancy is open to Indian nationals only and is available to both internal and external candidates. The position is a fixed-term contract for one year, with the possibility of renewal. The salary for this role is non-taxable, subject to medical and pension deductions, and includes benefits related to medical, pension, and leave as per WFP policy. A written test will be used for screening candidates, and only those recommended will be retained on a roster for two years for similar positions. WFP emphasizes its commitment to diversity and encourages applications from female candidates and individuals with disabilities.