IT Operations Assistant (ITSM Configuration)

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 world’s 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 extreme weather shocks.

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 WFP's 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: https://www.wfp.org and 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).

WFP encourages female candidates and people with disabilities to apply

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.

TERMS AND CONDITIONS

This vacancy is open to Indian National only.

This vacancy is open to internal and external candidates.

A Written test will be used for Screening Candidates.

Only recommended candidates will be retained on roster for a period of two years and may be considered for similar positions from roster.

The salary for this position is non-taxable (subject to medical and pension deduction). The incumbent will be entitled to benefits related medical, pension, leave as per WFP policy.

VACANCY DETAILS

Job Title: IT Operations Assistant (ITSM Configuration)

Grade: GS5

Type of Contract: Fixed Term

Duration: 1 Year (Renewable)

Reporting To: IT Officer

Duty Station: New Delhi

Date of Publication: October 27, 2026

Deadline of Application: November 18, 2026

JOB PURPOSE:

WFP is seeking to hire IT Operations Assistants, based at the offshore team of TEC division in New Delhi, India. The interested candidate must be willing to work in Europe time zone as per the business need.

The role supports the administration, configuration, and continuous improvement of WFP’s IT Service Management (ITSM) platforms. It ensures ITSM solutions effectively support business processes, service delivery, and operational efficiency. The position contributes to platform enhancements, workflow automation, and the ongoing evolution of ITSM capabilities, including the adoption of ServiceNow.

KEY ACCOUNTABILITIES (not all-inclusive, nor exhaustive)

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 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.

OTHER DUTIES :

1. Perform day-to-day administration, maintenance, and support of the ITSM platform, and develop, configure, and enhance core applications, including the service catalogue, incident management, problem management, change management, and request fulfilment in coordination with different stakeholders

2. Assist to Create and configure Business Rules, UI Policies, Client Scripts, and UI Actions in ServiceNow to align with business processes, and design and build user-friendly interfaces on the Service Portal, seeking support from senior colleagues

3. Collaborate with department heads and business partners to gather and document requirements for new services and workflows.

4. Provide support to Design, develop, and implement new service catalogue items and automated workflows, managing their end-to-end lifecycle from requirement gathering to deployment and maintenance, in compliance to standard operating procedures

5. Support the migration of services from the existing ITSM platform to ServiceNow and assist in testing and deploying platform updates and new releases.

6. Monitor the health, usage, and overall compliance of the ITSM platform, providing reports and analysis to reporting line and develop system integrations and process automation to improve efficiency.

7. Serve as a technical escalation point for ITSM platform-related issues, create and maintain process documentation and training materials, and adhere to incident management and change management procedures.

EDUCATION

Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. An Undergraduate University Degree in Computer Science is preferable.

LANGUAGE

Fluent oral and written communication skills in English.

EXPERIENCE & SKILLS

At least five years’ experience in IT domain.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE:

• Has experience analysing service management results and development service enhancement recommendations.
• Has participated in business process re-engineering efforts and identified service management improvements.
• Has experience participating in country office procurement/budgeting process.
• Relevant professional certifications, such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD) and ITIL Foundation.
• Has Experience with Configuration Management principles and the management of a Configuration Management Database (CMDB)
• Has experience in core ITIL processes, including Service Catalogue Management, Incident Management, Problem Management, Change Management, and Request Fulfilment.
• Proven ability in Service Design, including gathering business requirements and translating them into functional service offerings and workflows.
• Has experience with Agile methodologies and software development lifecycle (SDLC).
• Has troubleshooting skills with the ability to analyze complex technical problems logically.
• Experience with EasyVista ITSM is a plus

DESIRED SOFT SKILLS

• Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated
• Ability to work with people from different backgrounds.
• Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.

HOW TO APPLY

To be considered, interested candidates are invited to apply via (https://www.wfp.org/careers/job-openings). Only short-listed candidates will be contacted.WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment.

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: [email protected]

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 [email protected]. 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.