ETS IT Operations Assistant at World Food Programme (WFP)

Requisition No: 126091
Location: Maiduguri, Borno

Organizational Context

• The position is based in Maiduguri but travels to the humanitarian hubs locations (Gwoza, Ngala, Dikwa, Monguno, Bama, Gulani and other locations) will be required.
• Supervision received: Under the general supervision of the ETS Coordinator, and direct supervision the ETS IT Specialist or the designate.

Key Accountabilities (not all-inclusive)
Within delegated authority, the ETS IT Operations Assistant will be responsible for the following duties:

• Assist in the deployment and dissemination of IT systems aligned with ETS objectives for the operation in NE Nigeria, such as laptop hardware and software, printer;
• Assist ensuring IT network operations, through the implementation of UN standard operating procedures at existing and new ETS operational hubs, such Wi-Fi network;
• Assist in the maintenance of systems and equipment by carrying out routine tasks, such as monitoring network and systems, peripherals, running systems diagnostics, patch management and system optimization;
• Administer user access to systems and databases, monitor system and application usage;
• Conduct periodic maintenance and support missions to the humanitarian hubs locations;
• Support of users of technology and systems on best effort basis;
• Perform other related duties as assigned.

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.

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:

• Capability Name: Description of the behaviour expected for the proficiency level
• Governance, Strategy and Architecture - Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems.
• Change Implementation, Project management, Planning and Optimization - Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process.
• Technical Expertise - 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.
• Service Management - 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.
• Client Management - 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.
• Procurement and Contract Management - Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

Standard Minimum Qualifications

• Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
• Experience: 4 or more years of progressively responsible work experience in the relative business stream (i.e Telecommunications, IT Operations) with experience in general administrative work
• Language: General Service (Headquarters): Fluency (level C) in English language. Fluency (level C) or intermediate knowledge (level B) of another official language may be required depending on the location of the post or area of responsibility.
• General Service (Field): Fluency in both oral and written communication in the UN language in use at the duty station and in the duty station’s language, if different.

Results Expected and Critical Success Factors:
Results Expected:

• Produces organised, accurate and well-documented records conforming to required format with well-analysed data.

Critical Success Factors:

• Ability to review a variety of data, identify and adjust data discrepancies.
• Identify and resolve operational problems.
• Ability to communicate moderately complex matters clearly and concisely.
• Ability to perform detailed work, work of a confidential nature and/or to handle a large volume of work possibly under time constraints.
• Ability to deal patiently and tactfully with people of different national and cultural backgrounds

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.