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.
WFP Sudan has the potential to reach millions of food insecure people across Sudan – with a total of 4 million people assisted in 2018. WFP Sudan, one of the largest and complex operations for the UN WFP, is currently rolling out its five-year Country Strategic Plan (2019-2023), which aims to provide emergency assistance through a hybrid approach (Cash, food and vouchers), along with life-changing types of programmes (Nutrition, Resilience and School Feeding).
To provide effective specialized support and technical analyses to policy and programme activities that effectively meet food assistance needs.
KEY ACCOUNTABILITIES (not all-inclusive):
Under the direct supervision of Head of Digital Transformation & Innovations Unit or the delegated officer, the Programme Associate will be responsible for the following activities:
- Work in close collaboration with the ICT Innovations Team in the development of new applications as per business requirement and evaluate existing applications as requested.
- Produce or update documentation to facilitate updates, troubleshooting, administration and training of those applications.
- Identify the potential for streamlining any other existing internal business processes and information systems through elimination or consolidation of redundant systems and steps.
- Provide technical support to Country Office and Area Office for Beneficiary Information & Assistance Management and CBT activities in Sudan.
- Generate ideas and requirement for enhancements of SCOPE incidents so that it evolves in keeping with changes and challenges of delivering CBT & In-Kind transfers.
- Participate in timely review of the relevant standard operating procedures (SOP) for registering beneficiaries into WFP food assistance activities.
- Test and deploy new software/hardware in conjunction with ICT to support Beneficiary registration and distributions in the fields.
- Conduct regular data quality checks, ensuring clarity, accuracy and consistency.
- Manage SCOPE tickets/Incidents using corporate WFP platforms and ensure proper escalation with SCOPE SERVICEDESK – Nairobi and Development team in Bangkok.
- Produce SCOPE incidents report on monthly basis; analyze and propose the way forward to improve the activities.
- Align SCOPE Incident Management activities and priorities with those of the business.
- Develop and maintain the RACI (Responsible, Accountable, Consulted, Informed) Authority Matrix to clarify Incident Management roles and responsibilities to ensure that all roles are well-defined.
- Increase visibility and communication of SCOPE related to registration and distribution incidents to business (all units) and IT support staff at Country Office and Area Offices.
- Enhance business perception through use of a professional approach in quickly resolving and communicating SCOPE incidents when they occur.
- Any other duties as assigned.
- SCOPE incidents are well tracked, monitored and solved.
- Field staff and end users are adequately trained and given guidance on relevant business procedures supported by SCOPE. Business processes supported by SCOPE improved or developed.
- Effective use and compliance with WFP corporate guidance, standard operating procedures for registration, privacy of information, gender and protection.
- Well organised, complete and accurate reports, records and/or data, put together independently with only general guidance.
- CRITICAL SUCCESS FACTORS:
- Demonstrates ability to learn and adapt to new technology, reporting and user support.
- Excellent communications skills with beneficiaries, and other team members, including cooperating partners.
- Good knowledge and practical experience in use of information technology to capture and store data and information.
- Ability to work in a team with close-knit coordination between Beneficiaries, WFP, Government, Cooperating Partners and other service providers during registration.
STANDARD MINIMUM QUALIFICATIONS
- Education: Completion of secondary school education. A post-secondary certificate in Information Technology supplemented by tertiary learning in business, social studies, public administration or other related field is desirable.
- Experience: At least five years of progressive working experience in field linked with information technology or user support oriented.
- Language: Fluency in both English and Arabic.
KNOWLEDGE AND SKILLS:
- Proficiency in Microsoft Office in particular MS Word and MS Excel.
- To have ITIL knowledge with customer/Client orientation.
- Familiarity with using mobile technology (smartphones, tablets etc).