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: https://www.wfp.org 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).

ORGANIZATIONAL CONTEXT

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The WFP Technology Division (TEC) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations, be they manmade or in a natural disaster setting.

The Digital Solutions Branch (TECD) oversees all solution development activities for WFP, covering the full technology stack and delivering changes to existing solutions. This function manages all aspects of development, from understanding business requirements to designing and building solutions and overseeing quality assurance. TECD is expanding their service offering into the support and adoption of corporate tools used on the front line of WFP’s operations.

TECD’s Global Beneficiary Services (GBS) team supports the adoption and effective use of corporate IT solutions that enable programme delivery across WFP operations. To facilitate smooth implementation and user experience, GBS provides guidance, training, and second‑level support to country offices adopting these tools.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

Reporting to the Head of Global Beneficiary Services (GBS), the Product Adoption and Support Specialist is responsible for facilitating the adoption and delivering second-level support of corporate IT solutions for programmatic areas across the region. The role focuses on supporting country offices in preparing for and managing change, ensuring successful implementation and providing ongoing support for adopted IT solutions through the resolution of tickets.

This job involves a high capacity/volume of tasks with quality-focused deliverables.

DUTIES:

The main responsibilities include, but are not limited to:

·Adoption:

• Understand expressed and unexpressed needs, expectations, and objectives of country offices to identify the right corporate IT solutions for their programmatic areas. This includes WFP solutions such as SCOPE, SugarCRM, MoDA, NEST, CIAM, Building Blocks, Farm2Go, Partner Connect, and CODA.

• Guide country offices in preparing for the adoption of IT solutions.

·Roll-out:

• Assess feasibility and address technical and operational challenges during pilot deployments before full-scale implementation.

• Promote the effective use of IT solutions by delivering training, awareness sessions, and tailored support to ensure smooth transitions.

• Travel on local and international missions (as required).

·Support:

• Deliver service requests and manage incidents to a high-level of quality.

• Train local support teams and provide ongoing support to country offices post-adoption, ensuring that corporate IT solutions function effectively and meet operational needs.

·Collaboration and knowledge management:

• Establish and maintain open communication and relationships with peers and relevant stakeholders in country offices, regional offices, and HQ.

• Contribute to documenting solutions, FAQs, lessons learned, and standard operating procedures to support continuous improvement.

DELIVERABLES AT THE END OF THE CONTRACT:

Exceptional support and service provided, responding to at least 90% of tickets within first point of contact (FPOC) time. Incident resolution efficiency improved, ensuring at least 90% SLA adherence. Technical knowledge and skills expanded. Collaboration, continual improvement, and knowledge management expanded through documentation and sharing of knowledge.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

University degree, preferably in a technology field of study.

Experience:

At least six years of experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.

Knowledge & Skills:

• Strong customer service and communication skills (clear, empathetic, user‑friendly).

• Basic technical troubleshooting abilities for common software and device issues.

• Familiarity with collaboration (e.g. Microsoft Teams and SharePoint) and IT service management tools.

• Ability to deliver user guidance and basic training to individuals or small groups.

• Problem‑solving mindset with good attention to detail and follow‑through.

• Adaptability and willingness to learn new technologies and processes.

Languages:

Fluency in oral and written English. An intermediate knowledge of another official UN language (Arabic, Spanish, or French) 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:  global.inclusion@wfp.org

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

• All applications must be submitted exclusively through our online recruitment system. We do not accept CVs or spontaneous applications by email.

• If you experience challenges while submitting your online application, please contact us at global.hrerecruitment@wfp.org for technical support only.

• Please note that applications sent to this email address cannot be considered.

• 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.

• 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

• 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.