M365 Product Support Specialist

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 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 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).

JOB TITLE: M365 Product Support Specialist

TYPE OF CONTRACT: Regular Consultant Level 2

UNIT/DIVISION: Workplace Services team / Foundational Technology Branch

(TECM) / TEC Division (IT Division)

DUTY STATION (City, Country): Rome, Italy

DURATION: 11-months, in duty station.

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

The Collaboration & Productivity Team, within the Foundational Technology Services branch (TECM), serves as the foundational, operational core of WFP's use of Microsoft 365 tools: the organization's most-used platform that everyone depends on. The team is accountable to ensure the full suite of tools are secure, robust, and efficiently managed. Beyond reactive technical support, the team delivers proactive activities to empower users, reduce risk, and to enhance productivity organization-wide. By improving and optimizing the use of these tools, the team enhances every WFP team member to deliver on their role. Under the overall direction of the Chief of TECM Branch, the Workplace Services Lead, and under the direct supervision of the Collaboration & Productivity Team Lead, the M365 Support Specialist contributes to the effective day-to-day support and operational management of core corporate collaboration platforms.

ACCOUNTABILITIES/RESPONSIBILITIES:

1. Accountable and responsible for software licensing, including assignment, optimization, renewals, forecasting, reporting, and vendor coordination to support effective service management and decision-making.

2. Responsible to administer and support Microsoft 365 services, including SharePoint Online, Teams, OneDrive, Exchange Online, Power Platform, and Copilot, managing user access, permissions, licenses, security groups, and service configurations.

3. Responsible for setup of Power Platform and Copilot environments, including users, permissions, licensing, and governance activities.

4. Oversee the monitor of Microsoft 365 service health, coordinate issue resolution, and communicate service impacts to stakeholders.

5. Responsible for SharePoint governance activities, including permissions, sharing controls, archiving, compliance, and stakeholder communications.

6. Responsible for the implementation of optimized administrative processes, identify automation opportunities, and contribute to continuous service improvement.

7. Responsible for the analysis of user feedback, support trends, and data to identify service improvements.

8. Responsible for the development and maintenance of documentation, procedures, knowledge articles, and administrative guidelines.

9. Responsible for technical support of high-level WFP staff meetings (Executive Board, WFP All Staff, Webcast Events).

10. Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: Degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or related fields.

Professional certifications in Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, Cloud Technologies, or related areas are highly desirable. Certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset.

Experience: At least 6 years of professional experience in end-user service-oriented technology support, administration, and related activities. At least 5 years of professional experience working with Microsoft technologies and cloud services,

including Microsoft 365 administration and support.

Strong experience administering Microsoft 365, Power Platform, and Microsoft Copilot services, with particular emphasis on software license management, including license assignment, optimization, reporting, forecasting, renewals, and cost management. Experience in service governance, operational support, stakeholder engagement, automation through scripting, data analysis, and process improvement initiatives is highly desirable.

Knowledge & Skills:

1. Excellent communication and interpersonal skills, with the ability to work effectively with users, technical teams, management, and external

stakeholders.

2. Excellent written and verbal English communication skills, with experience preparing emails, reports, procedures, documentation, and knowledge articles.

3. Strong customer service, stakeholder management, and meeting facilitation skills, with the ability to manage expectations and coordinate activities across multiple teams.

4. Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and identify opportunities for service

improvement and automation.

5. In-depth knowledge of Microsoft 365, Power Platform, Copilot, licensing management, and administration of enterprise collaboration and

productivity services.

Languages: Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

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.