DUTIES:

The main responsibilities include, but are not limited to:

Adoption:

• Understand expressed and unexpressed needs, expectations, and objectives of country offices to identify the right corporate IT solutions for their programmatic areas. This includes WFP solutions such as SCOPE, SugarCRM, MoDA, NEST, CIAM, Building Blocks, Farm2Go, Partner Connect, and CODA.
• Guide country offices in preparing for the adoption of IT solutions.

Roll-out:

• Assess feasibility and address technical and operational challenges during pilot deployments before full-scale implementation.
• Promote the effective use of IT solutions by delivering training, awareness sessions, and tailored support to ensure smooth transitions.
• Travel on local and international missions (as required).

Support:

• Deliver service requests and manage incidents to a high-level of quality.
• Train local support teams and provide ongoing support to country offices post-adoption, ensuring that corporate IT solutions function effectively and meet operational needs.

Collaboration and knowledge management:

• Establish and maintain open communication and relationships with peers and relevant stakeholders in country offices, regional offices, and HQ.
• Contribute to documenting solutions, FAQs, lessons learned, and standard operating procedures to support continuous improvement.

DELIVERABLES AT THE END OF THE CONTRACT:

Exceptional support and service provided, responding to at least 90% of tickets within first point of contact (FPOC) time. Incident resolution efficiency improved, ensuring at least 90% SLA adherence. Technical knowledge and skills expanded. Collaboration, continual improvement, and knowledge management expanded through documentation and sharing of knowledge.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

University degree, preferably in a technology field of study.

Experience:

• At least six years of experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.