Product Support Specialist, Corporate Field Monitoring and Tracking Platform

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 worlds 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 WFPs 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: 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).

JOB TITLE: Product Support Specialist Corporate Field Monitoring and Tracking Platform
TYPE OF CONTRACT: Consultant (CST I)
UNIT/DIVISION: PRGM-F (Programme Monitoring and Reporting Service - Field Monitoring)/PRG

DUTY STATION (City Country): Rome Italy
DURATION: ASAP - 31/12/2026 (renewable)

ORGANISATIONAL CONTEXT AND PURPOSE OF THE ASSIGNEMENT:
The PRG Programme Monitoring and Reporting Service (PRGM) serves as WFPs functional lead for monitoring corporate reporting (including COMET) and Community Feedback Mechanisms (CFM) at the global level. Based at Headquarters with outposted regional teams PRGM provides global services that ensure robust monitoring and reporting practices across WFP operations. Effective support to Country Offices is critical to uphold accountability drive continuous improvement and maintain the integrity of WFPs monitoring and reporting functions.
Monitoring is central to WFPs ability to deliver assistance effectively and responsibly. It ensures that the right people receive the right quantity and quality of assistance at the right time while providing evidence on programme results. Beyond oversight monitoring acts as a key control mechanism to identify implementation issues early and enable timely adjustments. PRGM sets corporate frameworks standards and methodologies and supports Country Offices in planning and implementing monitoring strategies through guidance tools and field support. It also facilitates reporting of monitoring findings to internal and external stakeholders reinforcing transparency and accountability.
The Field Monitoring unit (PRGM-F) provides guidance and supports the field in planning collecting measuring and analysing programme performance to inform decision-making maintain operational focus on results and generate data for analysis and this regard significant efforts have been made to standardise the planning budgeting and tracking of WFPs assessment and monitoring exercises to ensure that Country Offices are planning and budgeting for sufficient resources and meeting the Minimum Monitoring Requirements (MMRs).
PRGM-F is developing a standardized fully automated corporate platform to support Country Offices to manage monitoring sites and plan budget and track assessments and monitoring exercises in line with the MMRs replacing heavy reliance on offline Excel and country-specific tools. The Corporate Field Monitoring and Tracking Platform will reduce staff time spent on manual data collection and management and ensure greater accuracy and precision in data quality and reporting on commitments and compliance with Executive Director assurance standards.
The Product Support Specialist plays a critical role in ensuring that the Field Monitoring and Tracking Platform is not only technically functional but also operationally usable trusted and adopted at scale across WFP operations. The role is central to providing operating instructions technical troubleshooting and product expertise to end users while ensuring day-to-day data management for the platform including data collection storage organization and quality control in line with corporate protocols.
The purpose of this assignment is to ensure the development performance and effective institutionalization of the Field Monitoring and Tracking Platform as a core corporate digital product enabling WFP to strengthen accountability and evidence generation across its operations.

ACCOUNTABILITIES/RESPONSIBILITIES:
Within PRGM-F and specifically the Process Monitoring team under the direct supervision of the Monitoring Officer Project Manager for the Corporate Field Monitoring and Tracking Platform the Product Support Specialists tasks to be covered include but are not limited to:
Workstream one: Product Readiness and User Experience
Review business requirements user stories prototypes and workflows to identify usability issues and potential support risks.
Provide user-centric feedback to the product and development teams to ensure features are intuitive and aligned with operational needs.
Participate in user acceptance testing (UAT) documenting defects unclear user flows and inconsistencies and coordinating with technical teams to ensure timely resolution.
Workstream two: Product Support & End-User Enablement
Serve as the primary product support focal point for the Corporate Field Monitoring and Tracking Platform providing day-to-day technical troubleshooting user guidance and resolution of functional issues reported by Country Offices Regional Offices and Global HQ users.
Ensure end users can effectively and independently use the Field Monitoring and Tracking Platform by developing maintaining and delivering operating procedures FAQs how-to guidance and training material.
Monitor user feedback adoption patterns and support tickets to proactively identify recurring issues and opportunities for improvement.
Workstream three: Data Management & Quality Assurance
Provide day-to-day data management support for the Field Monitoring and Tracking Platform including oversight of data collection storage access and organization.
Design and implement data quality control procedures to ensure data integrity completeness and consistency across countries.
Grant and manage user access rights in line with corporate data protection privacy and information security standards.

DELIVERABLES AT THE END OF THE ASSIGNMENT:
The key outputs of the consultant are expected to be:
Product Readiness and User Experience Deliverables
Documented assessment of user stories workflows and prototypes highlighting usability risks and support implications.
Consolidated log of issues identified during user acceptance testing including resolutions clarifications and validation sign-off from the support perspective.
Product Support & End-User Deliverables
Operational Field Monitoring and Tracking Platform User Support Framework including service standards escalation pathways and response time benchmarks.
Updated and maintained Field Monitoring and Tracking Platform knowledge base including FAQs SOPs user guides and training material integrated into the platform.

Webinars or field missions to support Regional Offices/Country Offices to use the platform.
Quarterly report on user issues resolutions trends and recommended system improvements.
Data Management & Quality Deliverables
Data quality assurance framework and protocols for Field Monitoring and Tracking Platform data.
Periodic data quality audits and summary reports with corrective action plans.
Access control matrix and audit trail ensuring compliance with corporate data protection policies.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:

Advanced University degree in social sciences statistics development economics performance management monitoring and evaluation or other related fields or First University degree with additional years of relevant work experience and/or training/courses.
Experience:
3-5 years of relevant professional work experience including in digital platforms software applications or enterprise systems.
Experience with digital product delivery user support and cross functional coordination is required.
Experience developing analytical scripts and using data analysis software (e.g. STATA SPSS and/or R Python) data collection tools (MODA KOBO) and data visualization tools (e.g. Tableau/Power BI) are required.
Experience using a variety of quantitative and qualitative analytical tools and methods is desired.
Practical knowledge on how monitoring data and in particular process and outcome data is collected compiled analysed and presented for management decisions programme adjustment and donor reporting is desired.
Knowledge & Skills:
Previous experience in humanitarian or development context.
Proven knowledge abilities and skills in the areas of Monitoring and Evaluation including experience in Result Based Monitoring (RBM) principles and practices as well as preparing monitoring budgets and plans and tracking implementation.
Languages:

International Professional: Fluency (level C) in English language. Intermediate knowledge (level B) of a second official UN language: Arabic Chinese French Russian Spanish and/or WFPs working language Portuguese.

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:

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 recruiting system. We do not consider CVs or applications sent by email LinkedIn or any other channel.

• We strongly recommend that your Workday profile is accurate and complete and that all sections are filled in including your employment history academic qualifications language skills and UN grade (if applicable). Once your profile is completed please apply and submit your application.

• If you experience technical issues while submitting your application you may contact us at . Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage the only required documents are your CV and Cover Letter. Additional documents (passport certificates recommendation letters etc.) may be requested later in the process.

• 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.