IT Operations Associate_ Special Service Agreement, Mekele, Ethiopia At United Nations World Food Programme (WFP)

Closing date: Thursday, 24 August 2023

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.


Job Title: IT Operations Associate

Contract Type: Special Service Agreement

Grade: L6

Duration: 6 Months

Duty station: Mekelle


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. 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 lives. On average, WFP reaches more than 80 million people with food assistance in 80 countries each year. The organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to food and contribute to lasting solutions, especially in many of the world’s most remote and fragile areas.


These jobs are found in Area Office. The Job holders report to a Head of the Unit or Information Technology Officer. At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders are expected to manage resources and coach and coordinate a team of support staff.


Under the supervision of the head of TEC in Mekelle AO and the technical oversight of the Digital Assistance Services (DAS) Lead in the CO, the incumbent will be leading the DAS in the Tigray Region, based in Mekelle. He’ll be roaming across the region to coordinate the DAS operations, supporting technology adoption, systems and device setup and delivering training to relevant stakeholders.

KEY ACCOUNTABILITIES (not all-inclusive)

  •  Manage, monitor, and guide the DAS team members in their daily operations, delegating duties and authority where need be.
  •  Coach and develop team members’ strengths and capacity to ensure client and result oriented service delivery.
  •  Be the direct supervisor of your team members, performing periodic performance reviews and advising on areas that require improvement.
  •  Manage installation, configuration, and maintenance of Digital Assistance Services related equipment and technologies such as tabs, smartphones, SCOPE devices, routers, switches etc
  •  Conduct technical assessments in field locations, lead digital beneficiary registrations and provide related training and support to field stakeholders
  •  Be the project delivery manager for any DAS related project in the Area Office
  •  Perform learning and development activities including knowledge management for all solutions supported by the DAS Operations team. This includes offsite and onsite trainings, SCOPE and other supported Technologies.
  •  Work with the TEC Lead in the AO and the DAS Lead in the CO on identification of areas of Continuous Service Improvement for the DAS Operations team.
  •  Be the interface between your team and the upper-level support, including escalating any team requirements to the TEC lead in the AO or the DAS Lead in the CO.
  •  Liaise with the Global Service Management Team in analysis and resolution of reported incidents and problems.
  •  Provide digital assistance support and advice to business units in the Area Office and collect business requirements to identify suitable digital solutions in collaboration with the CO DAS Lead within WFP’s technology landscape or to facilitate the procurement of new market products.

12.Support the roll-out of corporate systems, including SCOPE, School Connect, Partner Connect, EasyVista, PIT, etc


Education: University degree in Technology or other relevant field. Language: Fluency in oral and written communication in English and Knowledge of a second local language is beneficial.

EXPERIENCE TECHNICAL SKILLS & KNOWLEDGE: * Solid technical background on end users facing digital technologies adoption and ICT. * Strong problem-solving and analytical skills. Ability to prioritize and drive sound business decisions. * Technical support Team management DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE: * At least 5 years of working experience in technology development and implementation. * Experience in the roll-out of technology solutions for the international humanitarian and development sector. * Experience in end users support team management



  •  Understand and communicate the Strategic Objectives: Coaches team in the most effective ways to communicate WFP’s Strategic Objectives to WFP team and partners in the field.
  •  Be a force for positive change: Implements new methods or tools to improve team’s work processes and productivity.
  •  Make the mission inspiring to our team: Maps team’s activities and tasks to specific successes in beneficiary communities to showcase positive impact.
  •  Make our mission visible in everyday actions: Explains to teammates how each unit contributes to the overall WFP mission.


  •  Look for ways to strengthen people’s skills: Identifies skill development opportunities such as training modules or on-the-job experiences for self, colleagues and direct reports.
  •  Create an inclusive culture: Facilitates team building activities to build rapport in own unit.
  •  Be a coach & provide constructive feedback: Facilitates the pairing of junior colleagues with coaches within own team.
  •  Create an “I will”/”We will” spirit: Proactively anticipates potential challenges and develops mitigation plans to ensure that team meets goals and targets.


  •  Encourage innovation & creative solutions: Identifies opportunities to be creative in own work and to help team be more innovative and accurate in their respective tasks and areas of work.
  •  Focus on getting results: Monitors team’s deliverables and provides feedback to ensure outcomes are delivered consistently and accurately.
  •  Make commitments and make good on commitments: Provides accurate guidance to team on expected responsibilities and tasks, whilst also upholding own commitment to the team.
  •  Be Decisive: Sets an example and provides guidance to junior team members on when to escalate issues when faced with challenging issues in the workplace or in the field.


  •  Connect and share across WFP units: Facilitates partnerships with other WFP units to accomplish missions in the field.
  •  Build strong external partnerships: Sets an example and provides guidance to team on how to build relationships with external partners.
  •  Be politically agile & adaptable: Articulates to colleagues or direct reports the value of contributing to other WFP teams and agency partnerships in fulfilling WFP’s goals and objectives.
  •  Be clear about the value WFP brings to partnerships: Organizes, monitors, and prioritizes own and team’s efforts to ensure that they will fulfill the needs of internal and external partners.


24 August 2023

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.


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