IT Operations Officer: NOA, South Africa

Position Title : IT Operations Officer: NOA

Grade : Fixed Term Position (1 year)

Duty Station : Johannesburg Regional Bureau, South Africa

Salary : Min R451 975 per annum

Background
SCOPE – WFP’s Beneficiary Management and Transfer platform is the corporate system for Cash Based Transfers. The SCOPE Service Support (SSS) team based out in Nairobi has two key services: a) Pre and Post implementation SCOPE Support and b) Training to support the implementation of SCOPE globally across all WFP country offices. The IT Operations Officer is a key member of the SSS Support team which is established as a virtual servicedesk function.

Job context & supervision
Under supervision of the Regional IT Officer with a technical reporting line to the SCOPE Service Support Manager. The IT Operations Officer shall provide technical support to SCOPE users globally by diagnoses and resolution of IT incidences, known errors and problems; S/he will log, prioritise and escalate incidents as per procedures.

The tasks will include but not limited to:

1. Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on Urgency and Impact of the issue;
2. Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
3. Manage the resolution of problems, participate in knowledgebase design, participate in development of work-around and presentation on the known errors;
4. Provide application management services to countries where it related to relevant master data, user management and intervention setup activities;
5. Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
6. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;
7. Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
8. Troubleshoot the issues by remote connection to user’s machine under different environments. To troubleshoot, interpret problems and provide technical support for hardware, software, and systems. To analyse problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
9. Carry-out Configuration Management to track Configuration Items (CIs) and the dependencies between them, such as but not limited to SCOPE computers, software tools and utilities, POS terminals, and other SCOPE devices.
10. Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;
11. Maintain a very high level of FCR (First Contact Resolution Rate). To regularly develop troubleshooting flowcharts, utilization and contribution to knowledge management resources to achieve faster resolution and higher FCR;
12. Provide end user training on SCOPE and or service desk tool;
13. Work closely with problem owners, SME’s and other stakeholders to identify problem scope and escalate where necessary. Create statistical reports and performing analysis for areas of responsibility
14. Perform-to-end incident management. Responsible for time-critical service restoration and technical troubleshooting within Scope. Working with clients, internal RMT teams and third party data providers throughout the service restoration process
15. Undertake additional tasks as required;

QUALIFICATIONS

Education:

Advanced university degree in Computer Science or other related field, or First University degree with additional years of related work experience or training/courses.

Experience

At least 2 years of relevant professional experience working with incident Management Systems. A minimum of 1 year of working with Cash Based Transfer (CBT) technology platforms or solutions.

Knowledge and skills

Profiency in using Office application software; and efficiency in using communications applications.

Language

Proficiency in writing and verbal communication in English is requisite. Working knowledge in another UN language is desirable.

Desirable

ITIL foundation Certification is desirable and full understanding of ITIL principles and processes.

HOW TO APPLY:

Interested individuals meeting the above qualifications are requested to submit a cover letter together with a detailed curriculum vitae, via email to: HR.Johannesburg@wfp.org, quoting Announcement No: 004/2016. ***Applicant must be a South African national.**