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IT Operations Assistant

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

Standard Minimum Qualifications:

  • Education: Completion of secondary school education. An undergraduate degree in inforation Technology .
  • Experience: 5 or more years of progressively responsible work experience in the relative field.
  • Language: Fluency in both oral and written English Language

Organizational Context:

  • WFP Zambia has designed a five-year Country Strategic Plan (2019 – 2024) that is the result of rigorous consultations with government, donors and other stakeholders, and reflects their appetite to support and partner with WFP in the country.
  • It is informed by, and strongly aligns with, national and United Nations priorities, and global commitments under the Sustainable Development Goals (SDGs).
  • The WFP country is positioning towards the provision of upstream technical assistance for nationally-owned solutions.
  • To achieve these outcomes, WFP will shift to “up-stream” activities, focusing on generating evidence, advocating and supporting policy reform, improving national systems to sustainably scale up assistance, facilitating better knowledge management and information exchange, and strengthening both institutional and individual capacities.
  • WFP has been viewed as a valued partner in Zambia for many decades, and in recent years it has driven innovation and positive change in disaster risk management, smallholder support, school feeding and social protection.
  • In this CSP, the broad focus is capacity and systems strengthening to enable the Government to address systemic challenges that are barriers to zero hunger.
  • Sustainability is therefore both the end goal and WFP’s exit strategy

Job Purpose

  • To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

Key Accountabilities (not all-inclusive):

  • 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.
  • 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 in order 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.

4Ps Core Organisational Capabilities:

Purpose:

  • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
  • Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
  • Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
  • Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

  • Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
  • Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
  • Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
  • Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance:

  • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
  • Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
  • Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
  • Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership:

  • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
  • Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
  • Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
  • Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

Functional Capabilities:

  • Description of the behaviour expected for the proficiency level
  • Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems.
  • Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.
  • Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference.
  • Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.
  • 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.
  • Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

Other Specific Job Requirements:

  • This section is optional to describe additional responsibilities & knowledge required for the specific job

Desired experiences for entry into the role:

  • Has experience resolving more complex technical issues.
  • Has worked with head of units in defining requirements for functional area.
  • Has experience with the application of client services standards to resolve or escalate clients’ service problems.

How to Apply

Submit your CV and application on company website:

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