Overview
The Senior IT Operations Associate will lead IT maintenance, digitization, and user support activities, and coordinate a team of IT support staff. The role ensures that individual and team objectives are achieved in compliance with relevant regulations and policies.
Key Responsibilities
- Manage and coordinate a team of IT support staff including capacity building.
- Provide training and advice to clients and end users of IT services.
- Coordinate collation of complex data, conduct data analysis, and support report development.
- Oversee maintenance of systems and hardware.
- Develop and deploy documentation and equipment for WFP staff.
- Manage implementation of new standard applications.
- Work with groups to understand needs and support integrated IT support services.
- Provide support to users, log and analyse requests.
- Support development and implementation of plans for IT service delivery.
- Follow emergency response processes and procedures.
- Support process digitization by identifying opportunities for digital workflows.
- Contribute to improved data management by promoting digital data collection.
- Facilitate user adoption of digital tools.
- Coordinate digitization activities with business units and IT stakeholders.
- Ensure cybersecurity and information security in the CO.
- Ensure all IT solutions and operating practices align with WFP HQ IT policies and standards.
Required Experience
At least seven years of experience in IT Operations, governance process, and exposure building relationships with business counterparts on key IT initiatives. Familiarity with enterprise digital tools (e.g. Microsoft 365 suite, workflow automation, data collection/analysis platforms) and ability to support digitization initiatives such as electronic workflow improvements or task automation.
Qualifications
Completed first-level university degree (Bachelor’s) in Information Technology, Computer Science, Engineering, or a related field. Relevant professional certifications strengthen the profile (Desirable): ITIL Foundation certification and/or vendor certification such as Microsoft (e.g., MCSA/MCSE) or Cisco CCNA are highly desirable.
