Product Support Specialist (Standardization & Survey Designer)

DEADLINE FOR APPLICATIONS

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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.

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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: Product Support Specialist (Standardization & Survey Designer)
TYPE OF CONTRACT: Consultant (CST II)
UNIT/DIVISION: PRGM-F (Programme Monitoring and Reporting Service - Field
Monitoring)

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 evaluations. Within PRGM and specifically PRGM-F WFP is investing in the modernization and standardization of corporate monitoring systems including the Survey Designer platform and its integration within the broader Information Management Ecosystem. Survey Designer is WFPs corporate web-based tool enabling Country Offices to build tailored monitoring market and assessment surveys based on standardized corporate content ensuring improved data quality alignment with WFP standards and the creation of comparable and aggregated datasets over time.
The Product Support Specialist plays a critical role in ensuring that Survey Designer 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 sustainability performance and effective institutionalization of Survey Designer as a core corporate digital product enabling WFP to generate high-quality standardized and secure monitoring data at scale. The assignment also includes a focused analytical component to ensure Survey Designer outputs are aligned with WFPs Corporate Results Framework (CRF) and can be systematically analysed to demonstrate programme results and the value of digital monitoring investments.

ACCOUNTABILITIES/RESPONSIBILITIES:
Within PRGM-F and specifically the Process Monitoring team under the direct supervision of the Monitoring Officer leading work on the modernization and standardization of corporate monitoring systems the Product Support Specialists tasks to be covered include but are not limited to:

Workstream one: Product Support & End-User Enablement
Serve as the primary product support focal point for Survey Designer providing day-to-day technical troubleshooting user guidance and resolution of functional issues reported by Country Offices Regional Offices and Global HQ users.
Ensure that end users can effectively and independently use Survey Designer by developing and maintaining operating procedures FAQs how-to guidance and training material including through the Survey Designer Help and Resource Centre functions.
Monitor user feedback adoption patterns and support tickets to proactively identify recurring issues and opportunities for improvement.

Workstream two: Product Knowledge Architecture & Integration
Maintain in-depth knowledge of Survey Designer features architecture and dependencies within WFPs Information Management Ecosystem (including Data Bridges Data Library dashboards and reporting tools).
Support the integration of Survey Designer with other corporate Information Management (IM) tools ensuring smooth data flows from survey design through to data visualization and reporting as outlined in the Survey Designer integrated process from data collection to visualization.
Collaborate with other relevant units and divisions and data teams to prioritize and test system enhancements upgrades and bug fixes.

Workstream three: Data Management Quality Assurance & Analytical Enablement
Provide day-to-day data management and quality assurance support for Survey Designer including oversight of data collection storage access and organization.
Define and maintain standardized monitoring content in Survey Designer aligned with the CRF in coordination with PRGM TEC and relevant thematic units.
Support the development and maintenance of reusable analytical scripts and calculation logic for new and revised CRF indicators ensuring Survey Designer outputs are analysis-ready and comparable across countries.
Ensure appropriate metadata variable naming and documentation are in place to enable automated and scalable analysis downstream.

Workstream four: Corporate Alignment & Risk Mitigation
Ensure that Survey Designer content and functionalities remain aligned with evolving corporate requirements including the Corporate Results Framework Minimum Monitoring Requirements (MMRs) and thematic standards.
Design pilot and embed process monitoring escalation modules into monitoring tools ensuring system functionality escalation logic and workflows.
Proactively identify and mitigate operational and reputational risks linked to platform misuse misconfiguration or underperformance.
Support PRGM leadership in safeguarding corporate and donor commitments related to digital monitoring systems.

DELIVERABLES AT THE END OF THE ASSIGNMENT:
The key outputs of the consultant are expected to be:

Product Support & User Enablement Deliverables
Operational Survey Designer User Support Framework including service standards escalation pathways and response time benchmarks.
Updated and maintained Survey Designer knowledge base including FAQs SOPs and user guides 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.

Product & System Deliverables
Product enhancement and integration tracker documenting system upgrades bug fixes and interoperability improvements with the IM Ecosystem.
Release notes and validation reports for major updates and feature deployments.
Tested and documented integration workflows from Survey Designer to Data Bridges Data Library and visualization tools.

Data Management Quality Assurance & Analytical Deliverables
Data management and quality assurance framework and protocols for Survey Designer data.
CRF-aligned monitoring content implemented in Survey Designer including documented mappings between survey modules and CRF indicators.
Validated analytical scripts and calculation logic supporting consistent analysis of Survey Designer data for CRF reporting.
Analysis-ready documentation package including variable dictionaries metadata standards and guidance for downstream reporting.

Strategic & Corporate Deliverables
Alignment matrix demonstrating how Survey Designer content and structure map to the Corporate Results Framework and corporate indicator standards.
Risk register specific to Survey Designer operations and adoption with mitigation actions.
Process monitoring escalation modules embedded into monitoring tools.
End-of-assignment handover package covering product status risks priorities and recommendations for sustainability.

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:
Minimum of five years of relevant professional work experience including in digital platforms software applications or enterprise systems;

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.
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:

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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.

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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.