Job Description

CONTRACTUAL INFORMATION
JOB TITLE: IT Operations Associate   
TYPE OF CONTRACT: Service Contract  
GRADE/LEVEL: SC 6
UNIT/DIVISION: TEC   
DUTY STATION: Dollo Addo, Ethiopia
DURATION: 12 Months   

ORGANIZATIONAL CONTEXT:  
These jobs are found in the field office. The Job holders report to a Head of the field office, head of the Unit, Chief or Information Technology Officer.At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders are expected to manage resources and coach and coordinate a team of support staff.

JOB PURPOSE:
To coordinate and guide Information Technology maintenance and support activities to enable the effective delivery of IT services. 
 

KEY ACCOUNTABILITIES (not all-inclusive):

• Carry out system and hardware maintenance tasks, such as running specialised network monitoring and system protection, to ensure technology is running effectively.  
• Monitor technology reliability, identify user needs, analyse data and produce accurate reports in order to recommend IT solutions to support informative decision-making.  
• Resolve queries independently, escalating if required, to ensure that standard IT questions are answered and accurate information is provided to staff. 
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.  
• Provide guidance and training to junior colleagues in the delivery of IT support services to support the capability building of staff.  
• Support the co-ordination of new application implementation in order to provide WFP staff with the tools they need to perform effectively.  
• Draft standard material such as end-user and technical documentation to ensure staff have access to required information about IT services and products.  
• Implement improvements to methods and processes within the IT division in order to support the continuous improvement of IT services provided.  
• Coordinate installation and maintenance of telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures. 
• Coordinate a team of IT staff to ensure individual and team objectives are met in compliance with all relevant regulations and policies. 
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.  

Experiences and Qualifications

STANDARD MINIMUM QUALIFICATIONS:
Education:

• Completion of secondary school education. A post-secondary certificate in the related functional area

Experience:

• Six or more years of progressively responsible work experience in the related business stream, with solid experience in digital solutions and data management

Desirables:

• Has experience analysing service management results and development service enhancement recommendations. 
• Has participated in business process re-engineering efforts and identified service management improvements. 
• Has experience participating in country office procurement/budgeting process. 

 Language:

• Fluency in both oral and written communication in English (Level C) and Fluency in the local language (Somali) is desirable

Skills Required

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