IT Operations Assistant (ITSM Configuration)

Overview

WFP is seeking an IT Operations Assistant (ITSM Configuration) on a one-year renewable fixed-term contract, based at the offshore team of the TEC division in New Delhi, India. The role supports the administration, configuration and continuous improvement of WFP's IT Service Management platforms, including the adoption of ServiceNow.

What you'll do

• Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use.
• Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.
• Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up to date.
• Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
• Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.
• With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
• Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
• Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organised.
• Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
• Suggest improvements to methods and processes to support the continuous improvement of IT services.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
• Perform day-to-day administration, maintenance, and support of the ITSM platform, and develop, configure, and enhance core applications, including the service catalogue, incident management, problem management, change management, and request fulfilment in coordination with different stakeholders.
• Assist to create and configure Business Rules, UI Policies, Client Scripts, and UI Actions in ServiceNow to align with business processes, and design and build user-friendly interfaces on the Service Portal, seeking support from senior colleagues.
• Collaborate with department heads and business partners to gather and document requirements for new services and workflows.
• Provide support to design, develop, and implement new service catalogue items and automated workflows, managing their end-to-end lifecycle from requirement gathering to deployment and maintenance, in compliance to standard operating procedures.
• Support the migration of services from the existing ITSM platform to ServiceNow and assist in testing and deploying platform updates and new releases.
• Monitor the health, usage, and overall compliance of the ITSM platform, providing reports and analysis to reporting line and develop system integrations and process automation to improve efficiency.
• Serve as a technical escalation point for ITSM platform-related issues, create and maintain process documentation and training materials, and adhere to incident management and change management procedures.

What you'll need

• Completion of secondary school education.
• At least five years' experience in IT domain.
• Fluent oral and written communication skills in English.

Nice to have

• A post-secondary certificate in the related functional area.
• An Undergraduate University Degree in Computer Science.
• Experience analysing service management results and development service enhancement recommendations.
• Experience participating in business process re-engineering efforts and identifying service management improvements.
• Experience participating in country office procurement/budgeting process.
• Relevant professional certifications, such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD) and ITIL Foundation.
• Experience with Configuration Management principles and the management of a Configuration Management Database (CMDB).
• Experience in core ITIL processes, including Service Catalogue Management, Incident Management, Problem Management, Change Management, and Request Fulfilment.
• Proven ability in Service Design, including gathering business requirements and translating them into functional service offerings and workflows.
• Experience with Agile methodologies and software development lifecycle (SDLC).
• Troubleshooting skills with the ability to analyze complex technical problems logically.
• Experience with EasyVista ITSM.
• Excellent communication skills, courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated.
• Ability to work with people from different backgrounds.
• Confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.

Details

• Location: New Delhi, India (offshore team of TEC division).
• Must be willing to work in Europe time zone as per business need.
• Open to Indian nationals only.
• Grade GS5; fixed-term contract, 1 year (renewable); reporting to IT Officer.
• Screening by written test; open to internal and external candidates.
• Salary is non-taxable (subject to medical and pension deduction); benefits include medical, pension and leave per WFP policy.