Service Designer GSMT specialist, CFOMS

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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: Service Designer - GSMT specialist

TYPE OF CONTRACT: Regular Consultant

UNIT/DIVISION: Financial System and Process support branch (CFO Division)

DUTY STATION (City Country): (Remote)

DURATION: until 30.06.2026 with possibility of extension

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
Within the Finance Strategy 2027 initiative Excellence in Core Enabling and Assurance Services since 2021 the finance function within CFO Division has been pursuing several initiatives aiming at streamlining and simplifying the way finance manages services in particular through tools such SaaS (Software as a Service) and a PaaS (Platform as a Service) solutions like the Global Service Management Tool (GSMT) provided by TEC with the objective to implement a digital portal for staff to request financial services and ask questions related to processes and employee-related financial services.
The objective is to improve the organizational insights and offer an enhanced experience when requesting for services. This results to a win-win situation where staff can access services and receive answers to their questions promptly whereby Finance manages requests more efficiently and effectively.
Moreover Financial System and Process support branch provides business process review and project management capacity to scale up CFO Divisions digital transformation initiatives building on our strong corporate ERP SAP and on recently adopted PaaS tools (such as ServiceNow) and other technologies such as Robotic Process Automation (RPA) WSS chatbots and others.
To support the above mentioned workstreams a consultant is required. The incumbent will be responsible of the following duties:

ACCOUNTABILITIES/RESPONSIBILITIES:
Under direct supervision of the Automation and Digital transformation Lead and the overall supervision of Financial System and Process support branch the consultant will have the following responsibilities.
a. Collaborate with the Automation and Digital transformation Lead to collect requests for design and configuration of new services and provide changes to existing services and other requirements;
b. Lead the technical component during workshops information sessions and planning stages;
c. Leveraging expert technical knowledge of GSMT and other corporate SaaS/PaaS provide advice and guidance for potential efficiency gains and cost-effectiveness of proposed solutions to enhance existing use combined with additional functionality of unsupported workstreams;
d. Configure workflows groups forms reports and other features in the service management tool according to the governance provided by the Automation and Digital transformation Lead;

e. Provide technical integration solutions among corporate internal and external tools using APIs with the objective to optimize usability and automation potential of CFO digital tools;
f. Manage roll out activities and relevant assigned resources as required;
g. Communicate clearly and manage stakeholders expectations about the projects timeline risks quality and costs keeping them informed of progress of projects activities challenges and achievements;
h. Provide training of the service management tool to new agents across CFO division and globally;
i. Analyse and document the business requirements:
i. Define an impact analysis on the GSMT and identifying alternative solutions where appropriate;
ii. Discuss requirements impact analysis and alternative solutions within the division;
iii. Document and classify requirements and decisions for client approval.
j. Identify opportunities for technical optimization of existing services within service design guidelines;
k. Generate and run reports from GSMT and other Saas/Paas tools adopted by CFO to inform decision making as well as to support data analysis in coordination with reporting focal points within CFO Division;
l. Perform testing to ensure that functionality works as required;
m. Conduct trouble shooting activities and propose practical solutions to improve use and performance of CFO platform/s;
n. In collaboration with WINGS process expert perform trouble shooting activities for WSS forms and propose efficiency practical solutions to improve platform efficiency;
o. Collaborate with the Automation and Digital transformation Lead to identify innovative digital solutions with the objective to enhance management and effectiveness of CFO Division services.

DELIVERABLES AT THE END OF THE CONTRACT other than the ongoing deliverables:
1. Manage the roll out of selected services and the relevant change management and communication initiatives.
2. Support design adoption and roll-out activities for the migration of GSMT services to ServiceNow.
3. Implement integration solutions among corporate internal and external tools using APIs with the objective to optimize usability and automation potential of CFO digital tools.
4. Ensure proper functioning and regular maintenance of services implemented via GSMT and other tools (WSS ServiceNow) for finance.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:

An advanced degree in preferably in one or more of the following disciplines: economics engineering business management operations management or related areas. Additional qualifications in financial management are desirable.

Experience:
At least five years of postgraduate progressively responsible experience in project design and management in international context is desirable.
In-depth knowledge of open API standards.

Sound knowledge and expertise of IT technologies software architectures and data flows.
Sound knowledge of Global Service Management Tool (namely EasyVista and ServiceNow) configuration and implementation.
Knowledge and experience with project management methodologies.
Knowledge and experience with ITIL processes
Experience undertaking analysis of complex business processes and defining application requirements.
Experience using enterprise service management solutions (with experience delivering service management products strongly preferred).
Good knowledge of financial processes is desirable.

Knowledge & Skills:

Strong interpersonal skills and work ethics able to proactively and independently pursue tasks and ensure timely delivery.
Demonstrated ability to manage data analyze and communicate them.
Written and analytic skills; able to gather review and synthesize information from a variety of sources and create clear and concise reports based on information gathered.
Effective organizational and planning skills to ensure set objectives are achieved within agreed timeframes.
Strong communication skills

Languages:
Fluency (level C) in English language. Knowledge of a second official UN language: Arabic Chinese French Russian Spanish and/or WFPs working language Portuguese will be an advantage

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REASONABLE ACCOMMODATION

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REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

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• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

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.