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.

• 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.
• 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).
• 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.
• 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.

• 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.

• University degree, preferably in a technology field of study.
• At least six years of experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable.
• 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.