IT Operations SC G

WFP Armenia CO needs the services of qualified staff to provide support in the technology field to enable the office to deliver its programs and ensure that it meets the Corporate digital strategy.

Under the overall guidance of the Country Director and the direct supervision of Head of Operations Unit, IT Operations Associate performs the following duties and responsibilities:

Carry out system and hardware maintenance tasks, such as running specialized 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. Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work. 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. Promote awareness and adherence to IT security measures to safeguard organizational data and systems from potential threats Maintain an inventory of IT equipment, track assets, and coordinate equipment repair and replacement as required. Offer timely technical assistance to end-users for hardware, software, and network-related issues via in-person, phone, or remote communication channels. Facilitate the efficient monitoring of the Help Desk system, promptly directing requests to the relevant IT colleagues, and ensuring timely resolution of tickets in accordance with agreed-upon standards and deadlines. Conduct training sessions for staff on basic IT operations, software usage, and IT security awareness. Perform other related duties as required.

Applies strong ability to identify country level requirements and develop customer-focused solutions and action plans. Communicates data-based findings in a highly impactful way that is tailored to the audience.

Utilises understanding of risk management approaches and internal controls to monitor projects and programmes to confirm regulatory compliance, ensure data integrity and ensure client satisfaction.

Monitors trends in staffing and resource usage to anticipate and escalate potential issues to programme leaders and key clients.

Demonstrated broad or specialist knowledge of administration best practices, techniques, and processes, and a good grasp of WFP standards, processes, and infrastructure in the area of responsibility; applies this to ensure the provision of efficient and effective administration services.

Monitors and supervises administrative work against the established standards and protocols for service excellence. Ensures that customer problems are identified and resolved.

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

At least 6 years of experience in the below areas:

• Experience analyzing 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.

LAN/WAN skills are desirable. Adept with telecommunications equipment and general electronic equipment. Has done certification in Cisco or equivalent networking providers.

Fluency (C) in both oral and written communication in English and Armenian languages. Fluent knowledge of Russian is an advantage.