WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to end global hunger. 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.
In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their shattered lives. Present in nearly 80 countries, the organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to nutritious food and contribute to the lasting solutions, especially in many of the world’s most remote and fragile areas. We manage an operating budget of approximately $5.9 billion each year, distributing 12.6 billion rations to those most in need. We reach an average of 80 million people with food assistance in around 80 countries each year. The World Food Programme office in Johannesburg is a Regional Office coordinating and supporting the delivery of humanitarian assistance to 11 Southern Africa countries including, Mozambique, Zimbabwe, Zambia, Namibia, Lesotho, Eswatini, Botswana, Malawi, Madagascar, Democratic Republic of Congo, Congo Brazzaville.
The World Food Programme maintains a set of digital solutions to support Identity Management, the operational parameters of the programmes and related transfer modalities while providing distribution reporting, assurances, and insights to risk management.
To provide second level support, analysis, and development role at the Regional Bureau to enable SCOPE users to deliver food assistance to beneficiaries, while maximizing efficiencies and effectiveness in the use of the platform, expanding and complementing the reach of the Global Support team in Nairobi.
KEY ACCOUNTABILITIES (not all-inclusive)
With a dedicated focus in the region and its context, but where also relevant globally, the incumbent will be responsible to:
1. Support the Regional Service Operations Unit by writing Python scripts for modification/addition of data into the Digital Assistance Platforms as per requirements.
2. Provide second level DAS operations support to Country Offices regionally.
3. Provide direct database back-end data extracts as per end user request.
4. Maintain close contact with third-level support teams in resolution of issues raised by end users
5. Perform peer review on scripts developed by team members, submitting these to third level support for execution.
6. Perform detailed analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for remote users as needed.
7. 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.
8. Maintain a repository of already written scripts, cache configuration files and SOPs around these.
9. Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration etc.
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. Participate in presentations/demos of release candidates by third level support and pass on the knowledge to the team members.
12. Perform offsite and onsite training on SCOPE and other Digital Assistance Platforms when needed
13. Translate end user specifications to technical requirements and liaise with product development teams and third level support teams in development of the same.
14. Be a first point of contact for internal queries to facilitate the provision of efficient and effective resolution of daily issues.
15. Perform the activities under the direct supervision of the respective Team Lead and undertake additional tasks as required.
STANDARD MINIMUM QUALIFICATIONS
Education: Advanced University degree in Computer Science, engineering or other relevant field, or First University degree with additional years of related work experience or trainings/courses. Experience: At least 3+ years of post-graduate professional work experience in a software development environment, preferably in a humanitarian context. Experience in business analysis and troubleshooting procedures.
Experience in working in a Service Operations setup. Working experience in workflow and operations support of CRM platforms
Desirable Knowledge & Skills: In-depth knowledge on Python Programming Language, and Database and Web Applications design and development using Django Framework.. Practical knowledge of Agile Development Techniques. Proficiency in using Outlook365, PostgreSQL and Secure Shell. Practical knowledge of ITIL IT Service Management tool and processes. Experience in beneficiary data management in the context of Cash & Voucher programs is an asset. Customer oriented oral and written communication skills.
Language: International Professional: Fluency (level C) in English language. Intermediate knowledge (level B) of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese.
National Professional: Fluency (level C) in English language and the duty station’s language, if different.
WFP LEADERSHIP FRAMEWORK: COMMON STANDARDS OF BEHAVIOUR
These are the common standards of behaviour that guide HOW we work together to accomplish our mission.
Leads by Example with Integrity - Lives the WFP values and shows humanity and integrity by role modelling care for others
Drives Results and Delivers on Commitments - Delivers on commitments and adapts readily to change
Fosters Inclusive and Collaborative Teamwork - Is inclusive and collaborative, and contributes to a culture of learning and personal growth
Applies Strategic Thinking - Demonstrates commitment to gather perspectives, analyse options and risks, and propose new ways of doing things
Builds and Maintains Sustainable Partnerships - Builds and nurtures external partnerships and collaborates with partners to deliver common objectives
Different expectations of behaviour are defined depending on your grade and role/responsibilities within WFP.
This is a 12 Month renewable Service Contract
Gross monthly salary range: R 48136 - 68782
Benefits: 24 days Annual Leave, Pension & Medical Insurance
DEADLINE FOR APPLICATIONS
This Vacancy Announcement will close on 11 September 2023
This position is only open to South African Nationals & Permanent Residents of South Africa
Qualified Female Applicants are especially encouraged to apply.
WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment
WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.