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IT Officer (Head of IT SERVICEDESK), NOA, Nairobi (167623)

KEY ACCOUNTABILITIES (not all-inclusive)

  • Deliver first level day-to-day technical support and overall incident management process for staff of WFP KCO and hosted offices.
  • Promote positive end-user relationships and drive customer satisfaction.
  • Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
  • Develop, mentor, coach and promote talent growth among staff to support business through excellent customer service.
  • Ensure good working relation and coordination of service desk staff with other unit staff.
  •  Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting.
  • Establish trends and identify patterns of recurring issues, SLA breaches or inefficiencies
  • Escalate software issues to the information systems/development team
  • Ensure resolution of third-party software/systems issues by the support team
  • Define team goals and lead staff to achieve desired results, while being accountable for team performance.

KEY ACCOUNTABILITIES (cont.)

  • Define and implement processes and procedures for supporting all Business units across the organization. 
  • Develop Helpdesk annual work plan with performance targets assigned weights. 
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs and IT nuggets that can be provided to customers for ease of troubleshooting. 
  • Develop and maintain Technical Support/knowledge base. 
  • Coordinate cross-unit collaboration workstreams between BTU and other units.

STANDARD MINIMUM QUALIFICATIONS

Education:

  • First University degree in one or more of the following disciplines: Information Systems, Computer Science or Information Technology is desirable. OR
  • Advance diploma and Diploma in any of the disciplines above with additional training in MCSE, CCNA, ITIL and customer service.

Experience:

  • At least 4 years’ progressive experience in a busy IT environment, with at  least 2 years managing an ICT team in a large or busy organization.
  • Competence in Windows Active Directory Management tools plus   creation and deployment of Group Policy Objects.  
  • Conversant with process automation and experience working with  automation tools such as MS Easyvista Service management and SharePoint.
  • Well versed with hardware and network concepts, application installation and troubleshooting.
  • Extensive understanding of MCSE and ITIL concepts related to windows administration and servicedesk operations.
  • Leading and mentoring teams to deliver excellent service

Partnerships Officer, NOB, Fixed Term (167589)

STANDARD MINIMUM QUALIFICATIONS

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Education:

Advanced University degree in International Studies, Political Sciences or other relevant fields, or First University degree with at least 2 years of related work experience and/or training/courses.

Working Experience:

Minimum 2-3 years of relevant professional work experience in the relative business stream, with experience in general administrative work.

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Language:

Fluency in both oral and written English. Intermediate knowledge of other UN language would be an advantage.

KEY ACCOUNTABILITIES

What you will do:

  • Implement relevant parts of the RBN Partnerships Unit work plan by delivering activities that maintain and develop government partnerships in order to maximise resources raised for the region.
  • Contribute to the management of a portfolio of partnerships, soliciting contributions, providing donor stewardship, and analysing results, in order to maximise resources raised.
  • Provide support to technical units in HQ, RBN, and COs in order to assist them to effectively mobilise donor resources.
  • Prepare briefs on resourcing issues for the Regional Director, participate and provide advice in the Strategic Programme Review Process (s-PRP) and the Electronic Programme Review Process (e-PRP), and operate as a resourcing focal point in order to ensure that concerns are adequately considered.
  • Guide more junior staff including interns, acting as a point of referral and supporting them with more complex analysis and queries on relevant issues.
  • Participate and assist the RBN Head of Partnerships in negotiations for contributions and partnership agreements, in line with internal policies and external regulations, in order to reach advantageous outcomes, such as more flexibility and predictability.
  • Collate and analyse data for the preparation of accurate and timely reporting on donors and programmes, to enable informed decision-making and action planning by senior managers.
  • Proactively contribute to ideas and highlight fundraising opportunities to senior managers for new strategies to maintain and increase funding from new and traditional donors.
  • Lead in the drafting of funding proposals to government donors in close coordination with other RBN units and COs.
  • Prepare and provide regular information to educate new and potential donors on the strategy, design, relevance and impact of WFP programmes, and to advocate the work of WFP.
  • Represent WFP at international meetings and workshops at appropriate levels, in such a way  that advances the government partnerships strategy and objectives and builds support for WFP activities.
  • Prepare and provide inputs for briefing documents for senior level management meetings with donors.
  • Maintain effective relationships with representatives of government donors through appropriate channels, and coordinate donor meetings, attending where required.
  • Coordinate work with other government partnership officers to ensure the flow of information and other WFP units to align activities and ensure donor visibility and that donor conditions are met.
  • Lead in the preparation of internal resourcing activities and meetings in RBN, including those that involve RBN Budget & Programming and RBN Supply Chain.
  • Other tasks as required.

IT Solutions Assistant G5 (Developer) (167580)

KEY ACCOUNTABILITIES (not all-inclusive)

1. Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use.
2. Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.
3. Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up-to-date.
4. Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
5. Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.
6. With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
7. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
8. Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organised.
9. Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
10. Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
11. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
12. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience resolving more complex technical issues.
• Has worked with head of units in defining requirements for functional area.
• Has experience with the application of client services standards to resolve or escalate clients’ service problems.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. University degree in Computer Science or engineering or other relevant field is highly desirable.

Language:  Fluency in both oral and written communication in English and Kiswahili

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

  • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
  •  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
  •  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
  •  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

  • Look for ways to strengthen people’s skills: Trains junior teammates on new skills and capabilities.
  •  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
  •  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
  •  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

  • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
  •  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
  •  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
  •  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

  • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
  •  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
  •  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
  •  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
     

Human Resources Associate (Talent Acquisition), G6 (166913)

STANDARD MINIMUM QUALIFICATIONS

Education:

  • A University degree in Human Resource Management, Public or Business Administration, Industrial Psychology, or other relevant fields, or a post-secondary certificate with additional years of related work experience.

Working Experience:

  • At least 3 years of progressively responsible work experience in the field of Human Resources Management or other related field.

Language:

  • Fluency (level C) in the English language and the duty station’s language, if different.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

  • Prior experience in Recruitment and Selection/Talent acquisition activities
  • Experience in the use of Human Resource information systems HRIS
  • Has gained experience of WFP HR Services operating standards across a range of international humanitarian contexts
  • Has provided training to new staff members within area of expertise and supported with ad-hoc queries
  • Proficiency in Office 365

KEY ACCOUNTABILITIES (not all-inclusive)

  • Provide assistance on a wide range of complex HR queries and follow up actions, to ensure consistent and high quality HR services are delivered to clients.
  • Allocate responsibilities and support on-the-job learning and development of junior support staff, to ensure they have adequate knowledge of HR systems and procedures required to perform their duties and subsequently can contribute to the provision of effective HR services.
  • Identify evolving needs of the organisation and recommend changes in HR processes and procedures, to support improvements in HR services.
  • Analyse and respond to various internal and external queries, to ensure that clients are well-informed and that HR team activities are aligned with broader WFP objectives.
  • Review and compile a variety of data on staff recruitment and selection, contractual conditions, entitlements, performance and training requirements, workforce, etc., to support analysis and reporting needs.
  • Support activities in the areas of work allocated by the professional officer in compliance with relevant processes and procedures.
  • Support and deliver on boarding for new staff joining WFP, to ensure that relevant processes are followed and the conditions of terms of service are explained and understood.
  • Prepare a range of complex HR documentation required for the specific area of work (e.g. employment contracts, transfer/separation letters, training-related documents, etc.) ensuring accuracy and meeting established deadlines.
  • Use HR management systems for reviewing, entering and updating a variety of HR data including monitoring various deadlines (e.g. contract expiration, PACE, etc), ensuring compliance with the established deadlines and accuracy of HR data.
  • Co-ordinate the maintenance of confidential personnel records, HR databases and archives, to ensure data and files are accurately stored and updated in compliance with the established standards
  • Monitor staff deployment and handle related administrative actions including preparation of reports, to support efficient HR service enabling WFP to respond quickly to a crisis.

Human Resources Associate G6 (Performance management and learning & development), Nairobi (166769)

What will you do?

Onboarding
• Engage all stakeholders who have a role to play in onboarding i.e., Information Technology, Security, Unit assistant, hiring manager, etc. to ensure a coordinated and smooth onboarding experience for any new joiner
• Develop the Country Office welcome note for any new joiner and ensure it is timely shared across the office
• Carry out the new joiner survey at expected times and analyze the insights collected

Learning & Development
• Manage the learning and development calendar and provide administrative support to staff and managers in the planning and delivery of L&D events and strategy.
• Support implementation of customized learning programmes to address current and future skill and capability gaps within the country office.
• Arrange the booking of L&D facilitators, venues, travel, accommodation, and facilities for L&D programmes and events.

Performance Management
• Manage the performance management cycle process and monitor timely and accurate completion of the performance evaluations.
• Facilitate the required awareness and training sessions to equip all stakeholders on performance management system, policies and processes.

Data Analytics and Reporting
• Use HR management systems for reviewing, entering, and updating a variety of HR data including monitoring various deadlines (e.g., contract expiration, performance management, Training courses completion, etc), ensuring compliance with the established deadlines and accuracy of HR data.
• Prepare a range of reports required for the specific area of work (e.g., learning & development activities and KPIs, training-related documents, performance management etc.) ensuring accuracy and meeting established deadlines.

Others
• Act as the first focal point for any employee query related to onboarding, performance management and L&D. Ensure timely and qualitative case management of any query.
• Conduct research on latest trends and best practices around L&D, onboarding, and performance management and identify improvements based on evolving needs of the organisation in these areas.
• Coordinate and develop programs that drive employee engagement, culture, and development in the country office.
• Support HR and Country office management to develop and update the action plan log for the Global Staff Survey to ensure implementation and continuous development to make the CO meet its objectives.
• Coordinate the employee recognition programme by overseeing and planning the programme from communication, data analysis, award ceremony and distribution of prizes.
• Manage and oversee long service awards programme in the country office by maintaining up to date data, communicating to staff, work with HQ to distribute and ensure the country management acknowledges the long-serving employee.
• Support any procurement process from the vendor identification to the final payment for services received in close liaison with Procurement team.
• Any other duties as requested

Minimum Qualifications

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. 

Experience: Six or more years of work experience in human resources with in-depth expertise in performance management and learning & development.

Language: Proficiency in oral and written communication in English.

Knowledge & Skills:

  • Good communication skills and understanding of HR principles and their application to respond to and resolve general HR queries.
  • Ability to develop and maintain relationships with a wide range of individuals to provide a high-quality support service.
  • Ability to train staff members various topics in the field of HR.
  • Ability to collate and compile relevant data from a variety of sources to produce periodic reports for supervisor(s) and various units.
  • Ability to work with minimum supervision and use initiative to perform administrative tasks within broad WFP guidelines and standards.

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