Senior IT Operations Associate G7 - Jordan

Assisting over 100 million people in around 83 countries each year, the World Food Programme (WFP) is the leading humanitarian organization delivering food assistance in emergencies and working with local communities to improve nutrition and build resilience. To be effective in this mandate WFP must ensure that it reaches the right people and that it manages its relationship with those individuals and their communities in a responsible, accountable, and effective manner.  

In 2012 WFP launched its largest humanitarian response operation to address the food needs of Syrian refugees in Jordan. Since then, WFP has been providing food assistance to vulnerable groups on monthly basis to secure a stable access to food and stabilize their food security.  

Within the framework of its Country Strategic Plan 2023-2027, WFP continues to provide food assistance to the most vulnerable refugees, however at reduced levels in terms of number of beneficiaries and transfer value. Under the National School Feeding Programme, WFP continues to further reach school going children with date bars. 

WFP is seeking to recruit a Senior IT Operations Associate to lead IT maintenance, digitization and user support activities, and to coordinate a team of IT support staff, including staff capacity building. The role ensures that individual and team objectives are achieved in compliance with relevant regulations and policies, and coordinates closely with relevant units in the CO, RO and HQ on IT matters. The position reports directly to the Country Director and serves as the senior IT focal point/Team Lead (Head of the IT function) in the CO, including supervisory responsibilities as applicable.

• Manage and coordinate a team of IT support staff including the capacity building of staff, to ensure individual and team objectives are met in compliance with all relevant regulations and policies.

• Provide training and advice to clients and end users of IT services, understand and resolve issues and ensure IT policies, procedures, systems and tools are correctly applied to assist WFP staff in conducting their work.

• Coordinate the collation of a range of complex data, conduct data analysis, including the impact of changes, and support the development of accurate reports in order to identify and recommend solutions.

• Oversee the maintenance of systems and hardware by junior technology assistants to ensure technology is running effectively for WFP staff.

• Develop and deploy a variety of documentation and equipment for use by WFP staff to ensure staff have access to the required IT services and products.

• Manage the implementation of new standard applications in order to provide WFP staff with the tools they need to perform effectively.

• Work with groups in IT service delivery and other staff to understand needs and support the development of integrated IT support services.

• Provide support to users, log and analyse all requests for support in accordance with standard processes, to support staff to deliver their services.

• Support the development and implementation of plans for the delivery of a full range of IT services and improvements to methods and processes in order to meet operational

• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

• Support Process digitization: Identify opportunities to convert manual or paper-based office processes into efficient digital workflows, implementing corporate-approved tools to streamline operations while complying with WFP IT standards.

• Contribute to improved data management by promoting digital data collection and enabling timely, accurate reporting.

• Facilitate user adoption of digital tools by providing training, guidance and ongoing support to ensure effective use of systems.

• Coordinate with business units and IT stakeholders to align digitization activities with operational needs and WFP IT standards.

• Ensure cybersecurity and information security in the CO by ensuring compliance with WFP cybersecurity requirements, implementing basic risk-mitigation measures, promoting user awareness, and reporting incidents in line with established procedures.

• Ensure all IT solutions and operating practices in the CO align with WFP HQ IT policies and standards, including the use of approved corporate systems and timely coordination on exceptions or local requirements.

Completed first-level university degree (Bachelor’s) in Information Technology, Computer Science, Engineering, or a related field.

Certifications (Desirable): Relevant professional certifications strengthen the profile. For example, an ITIL Foundation certification (IT service management) and/or vendor certification such as Microsoft (e.g., MCSA/MCSE) or Cisco CCNA are highly desirable.

• At least seven years of experience in IT Operations, governance process, and exposure building relationships with the business counterparts on key IT initiatives.

• Familiarity with enterprise digital tools (e.g. Microsoft 365 suite, workflow automation, data collection/analysis platforms) and ability to support digitization initiatives such as electronic workflow improvements or task automation.

Required Capability and the Description of the behavior expected for the proficiency level

Shares knowledge of IT governance process and system architecture development with team and analyses current designs for improvements and enhancements while ensuring compliance with legislation and specifies any required changes.

Utilizes working knowledge of project and change management approaches to collect and analyse relevant data from multiple stakeholders to develop evidence-based business case for change.

Exhibits deep technical knowledge in area of expertise and actively transfers knowledge to strengthen the skill base across the function; considers the most appropriate use of technical resources to ensure skill development and optimization of resource allocation.

Monitors and supervises maintenance and installation work against the established standards and protocols for service excellence and takes proper actions to correct inconsistencies and improve overall quality and customer satisfaction. Ensures that operational problems are identified and resolved.

Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions.

Able to conduct a cost-benefit analysis of alternative technologies and vendor service level agreements to consolidate options and assess suitability.

Competence in handling data and using standard IT tools to produce reports or dashboards. Ability to collect, manage, and analyze data from IT systems or operational processes to support timely and accurate reporting and decision-making within the office

Fluency in both oral and written communication in English & Arabic.