Consultant Information Technology

DEADLINE FOR APPLICATIONS

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.

ABOUT WFP

The World Food Programme is the world's largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website:  and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.

• WFP offers a highly inclusive, diverse, and multicultural working environment.

• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

JOB TITLE: ITSM System Administrator
TYPE OF CONTRACT: Regular Consultant Level 1
UNIT/DIVISION: TECM Foundational Technology Services
DUTY STATION (City, Country): Rome, Italy
DURATION: 11 months

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
Reporting directly to the Global Service Management Tool (GSMT) Lead and under the general
supervision and guidance of the Chief of Technology Foundational Services and the Head of IT
Support Services, the ITSM/ITOM System Administrator is responsible for the development,
implementation and support of the IT Service Management System. He will also provide creative
solutions to resolve business problems via customer requirements based on system capability and
process gaps.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Manage the day-to-day admin activities of the ITSM and ITOM platform, ensuring its
performance and availability to all WFP Offices

• Liaise with the ITSM and ITOM software vendors for support and to address any escalated
issues, major changes, required maintenances, and to meet the business' specific needs.

• Coordinate with the ITSM and ITOM software vendors for the implementation of software
upgrades and patches to ensure the system remains current and secure.

• Work with other TEC teams to coordinate the improvement and evolution of services provided
by the platform and to optimize and streamline the associated workflows.

• Handle incident, problem management processes, and service requests ensuring timely
resolution and root cause analysis.

• Manage user accounts, roles, and permissions on the ITSM and ITOM platform.

• Provide service transitions and or migrations as requested by the business units into the
production environment.

• Provide second and third level support to Service Designers worldwide.

• Work with other IT teams to integrate the ITSM software with other systems and
applications.

• Focal point of the ITSM CMDB facilitating the integration with other systems.

• Ensure the ITSM system complies with industry standards and best practices.

• Maintain comprehensive documentation of system configurations, processes, and procedures

• Other duties as required.
DELIVERABLES AT THE END OF THE CONTRACT:

• Deploy IT Service Management services throughout WFP as needed.

• Administer the ITSM platform and ITOM CMDB, and provide support for the creation,
maintenance and troubleshooting of CMDB and workflows created by service designers across
WFP units worldwide.

• Provide handover plan and documentation for IT Service Desk on routine support tasks.

• Support of corporate services, maintain documentation and provide support for in-depth
analysis of reported issues.

• Provide 2nd and 3rd level application support and maintenance.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: University Degree on Computer Science/Engineering, Information Systems,
Programming languages and techniques, Database developer.
Experience: At least 5 years of proven practical hands-on IT experience and knowledge in
supporting and maintaining production applications and enterprise IT services and
working knowledge of the technologies and systems outlined above, within an
organisation or as consultant.
Knowledge
& Skills:

• Experience with EasyVista or/and ServiceNow is preferred.

• Understanding of database concepts and experience with SQL for
managing the data within ITSM platforms.

• Familiarity with scripting languages (such as Python, JavaScript of
PowerShell) for automating tasks within the ITSM

• Knowledge of web technologies (HTML, CSS, JavaScript)

• Experience with REST and SOAP APIs for integrating ServiceNow with
other systems.

• Experience in configuring ServiceNow applications, including Incident,
Problem, Change, Service Catalog, CMDB, and others is desirable.

• Experience with ServiceNow workflows, business rules, client scripts, UI
policies, data policies, and UI actions is desirable.

• Knowledge of data visualization and business intelligence tools (Power BI
or Tableau) is desirable.

• Understanding of ITIL best practices, particularly those related to service
desk operations, incident, problem, change, and asset management.

• Experience with enterprise trouble ticketing management systems.

• Knowledge of service delivery processes and support mechanisms.

• Ability to work in a fast paced, challenging, team-oriented, collaborative
environment, and good customer service orientation.

• Good interpersonal skills. Self-motivated and directed, able to work
effectively with little or no guidance.

• Keen attention to detail, analytical and problem-solving abilities.

• Certification on Agile/Scrum and / or ITIL v4 are desirable.

• Cloud certification on AWS, Azure or GCP is plus;
Languages: Fluency in oral and written English with an intermediate knowledge of another official
UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of
WFP's working languages) is desirable.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: 

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).

• Once your profile is completed, please apply, and submit your application.

• Please make sure you upload your professional CV in the English language

• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter

• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time

• Please contact us at in case you face any challenges with submitting your application

• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.