Under the overall responsibility of the Regional Digital Assistance Services Officer – (DASO), the incumbent will be responsible to provide and cover a second level support/business analyst role in supporting country offices (COs) in the operationalization of SCOPE and related DAS for WFP and/or partners in the region. The incumbent should expect frequent missions to countries with SCOPE/DAS/ Digital operations. 

STANDARD MINIMUM QUALIFICATIONS

Education:

• An advanced university degree in business management, computer science, telecommunications engineering/social sciences or relevant degree or, First University degree with additional years of related work experience or trainings/courses.
• Training and knowledge of business analysis methodologies would be an asset.

Working Experience:

• At least 6 years of progressively responsible experience in IT support / System support / Application support in humanitarian aid operations.

Knowledge & Skills:

• In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL v.3 best practices.
• Experience on business analysis troubleshooting procedures, such as diagnosis and rectification of errors.
• Customer oriented oral and written communication skills.

Languages:

• Proficiency in English is required.  Knowledge of another UN official language is desirable.

KEY ACCOUNTABILITIES (not all-inclusive)

• Log all relevant incidents/service requests details, allocating categorization and prioritization codes.
• Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices in their respective regions.
• Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
• Resolve or escalate incidents and service requests according to established procedures.
• Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction.
• Liaise with Digital Product Development team and SCOPE Service Support team in Nairobi when new functionality is introduced and support its implementation.
• Participate in testing release candidates.
• Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
• Manage high severity incidents, to ensure the correct reporting, escalation and resolution
• Perform initial analysis for Incidents that can become Change Requests or Problems.
• Report weekly to the Regional Business Transformation officer, together with the DASO-OPS, on issues that require higher level escalation.
• Respond to incident requests within SLA timelines.
• Work within the rules, guidelines, principles and deadlines of the SCOPE agile (Scrum) solution process.
• Work within the rules, guidelines, principles of ITIL service management.
• Perform testing and execute test plans.
• Perform any other duties as required.