IT Operations Business Associate

hace 1 semana

Panamá, Panamá World Food Programme A tiempo completo

**.**:
Are you interested in further developing your professional experience while contributing to ending global hunger? Are you passionate about helping those in need? Would you like to join a global organization investing in its people?

If so, an exciting & fulfilling career awaits you Join our diverse and passionate team that works on varied and international projects directly contributing to saving & changing millions of lives around the globe.

**ABOUT WFP**:
The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world **achieve Zero Hunger** in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

**DEADLINE FOR APPLICATIONS**:
**WHO WE ARE**:
The United Nations World Food Programme (WFP), a highly prestigious, reputable & world’s largest humanitarian organization, operating in more than 120 countries and territories, bringing life-saving assistance in emergencies, building pathways to peace, stability and prosperity for people recovering from conflict, disasters and the impact of climate change and supporting sustainable and resilient livelihoods for a world with zero hunger.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: UN World Food Programme (WFP) and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.

**WHY SHOULD YOU JOIN US?**:

- WFP is a 2020 Nobel Peace Prize Laureate
- WFP offers a highly inclusive, diverse, and multicultural working environment
- WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities
- A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
- We offer an attractive compensation package (please refer to the Terms and Conditions section)

**JOB PURPOSE**:
Digital Assistance Services (DAS), including SCOPE - WFP’s Beneficiary Management and Transfer platform is a corporate system for Cash-Based Transfers among other instruments including SugarCRM. The DAS Service Support (SSS) team based out in Nairobi has two key services: a) Pre and Post-implementation Support and b) Training to support the implementation of SCOPE globally across all WFP country offices.

The Service Desk Analyst (SDA) is a key member of the SSS Support team which is established as a virtual ServiceDesk function. S/he shall be capable to work independently and provide technical support to SCOPE users globally by diagnoses and resolution of IT incidences, known errors and problems; S/he will log, prioritise and escalate incidents as per procedures.

The SDA will be based in Panamá Regional Bureau and reports to the DAS Service Support Manager, with a technical reporting line to the RBP BTO (Business Transformation Officer).

**KEY ACCOUNTABILITIES**:
The Service Desk Analyst will:

- Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
- Manage the resolution of problems, participate in knowledgebase design, participate in the development of work-around and presentation on the known errors;
- Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in the change advisory board;
- Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;

**(continue) KEY ACCOUNTABILITIES**:

- Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
- Troubleshoot the issues by remote connection to the user’s machine under different environments. To troubleshoot, interpret problems and provide technical support for hardware, software, and systems. To analyse problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
- Carry out Configuration Management to track Configuration Items (CIs) and the dependencies between them, such as but not limited to SCOPE compu

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